Refund policy
Under the new Consumer Rights Act 2015 the consumer can reject the goods and get a full refund if found to be damaged.
If an item has been delivered with a damaged replaceable part we will send a replacement part to you. We don’t replace items that have replaceable damaged parts, items are only replaced if the parts are not replaceable or at our discretion. In order to establish the nature of the damage we ask for evidence in the form of pictures / images. When we receive these we will make a judgement on how to proceed. A photo should be taken of the product in situ e.g. for log cabins the damaged part must remain on the pallet.
Shortages and damages should be reported by EMAIL to the company. We may request photographic evidence of the condition of the damage or faulty item. We will also ask for the unique product number on the package or plans supplied in the case of log cabins. Without this we CANNOT process a claim.
Upon approved claims we will forward replacement parts, usually within 5 - 14 working days, subject to stock levels in the UK. Doors and Windows, Purlins may take longer.
Spare Parts Delivery Times (Est) - Increased due to Europe Shut Downs due to the Pandemic:
- Logs: Up to 4 weeks.
- Flooring and Roof Covering 3 - 7 Working Days
- Glass: 14 - 21 Working Days.
- Doors and Windows: up to 10 weeks.
- Roof Apexes/Gables: 6 - 8 Weeks
- Purlins: up to 4 weeks.
- Trims and miscellaneous items: 14 - 21 Working Days
- Special made items: 21 - 28 Working Days
The company reserves the right to decline any requests should damage or miss-use of the product have occurred upon the customer's property or during self-assembly.
The Company will not be liable for any costs incurred by the customer should they fail to inspect and satisfy themselves that the product is sound and complete prior to assembly or engagement of fitters.