Refunds & Returns Policy
Returns, Refunds, Installation Disclaimer & Warranty Policy
Returns and Refunds
We want you to be completely satisfied with your garden room purchase. However, due to the nature of timber products and our supplier terms, our returns and refund policy is governed in line with UK Consumer Law and the following conditions.
14-Day Money Back Guarantee
If you’re not 100% happy with your purchase, you may return it within 14 days of delivery, provided that:
The product is unused
It remains in its original packaging
It is in a resaleable condition
Return Collection Charges:
£0.80 per KG of product weight (as stated on your order confirmation)
Plus any original delivery surcharge (if applicable)
- Perishable items such as insulation are non-returnable and non refundable
If the product was delivered by a third-party courier (e.g. Hermes, Yodel), customers must arrange their own return using a tracked and insured courier service. We cannot be held liable for returns lost or damaged in transit.
Returns Outside 14 Days
Under no circumstances will we be liable for returns made outside of the 14-day return window.
Timber movement, splits, knots and warping due to natural weather conditions are not considered defects and are not valid grounds for return or refund.
Made-to-Order and Bespoke Products
Custom-made, modified, or bespoke items are non-refundable once production has commenced.
Assembly by Our In-House Team
If you use our in-house installation services:
Payment for the assembly service confirms completion and customer acceptance that the service has been delivered as agreed.
Assembly services are non-refundable once completed.
We offer guidance and support for any natural changes in the product post-installation (e.g. movement of timber), but these are not grounds for refund or replacement.
Assembly does not form part of the product warranty, and we hold no responsibility for the condition of the building after assembly unless a specific fault is reported within 48 hours.
Natural Timber Movement Disclaimer
Timber is a natural material. Variations in colour, grain, minor splits, swelling, shrinkage, and movement occur naturally with changes in temperature and humidity.
These characteristics are expected and do not affect the product’s structural integrity.
Natural timber behaviour is not a fault and is not grounds for return, replacement, or refund.
We are happy to advise on how to manage or amend timber movement but this is a maintenance issue, not a product defect.
Customer Responsibility
Customers are responsible for:
Ensuring a level, firm base for the building
Following assembly instructions carefully
Treating all timber with a suitable wood preservative within 4 weeks of delivery and annually thereafter
Ensuring all cut, drilled, or modified sections are retreated with cut-end treatment
Providing all necessary tools if self-assembling (hammer, saw, drills, level, etc.)
Product Size & Design Variation
All dimensions are approximate
Products may vary slightly from website images or descriptions due to design improvements or timber sourcing—these variations are not grounds for return
Warranty & Timber Guarantee
We provide the following timber guarantees when products are correctly maintained and assembled:
| Product Type | Guarantee Length |
|---|---|
| Tongue & Groove Buildings | Up to 10 Years |
| Log Cabins | Up to 10 Years |
| Pressure Treated Buildings | Up to 15 Years |
Covers:
Rot
Decay
Insect infestation
Does NOT cover:
Natural splits, warping, or movement
Incorrect or poor installation
Products not treated within the required timeframe
Custom modifications
Incorrect base or unsuitable location
Planning Permission & Building Regulations
Customers are responsible for confirming whether planning permission or building regulations apply to their site.
Permitted Development rules and building regulations change, and we strongly advise checking with your local planning authority or the Planning Portal.
Force Majeure
We are not liable for any delay or failure in performance caused by factors beyond our control, including but not limited to:
Acts of God (storms, floods, fire, etc.)
Civil or military unrest
Industrial action or strikes
Acts of terrorism or war
Legal Terms & Jurisdiction
These terms are governed by English law
Any disputes will be subject to the exclusive jurisdiction of English courts
These terms do not affect your statutory rights
No changes to these terms shall apply unless made in writing by a company director
Need Support?
If you have any questions about returns, warranties, or installation:
Call: 01403 458553
Email: info@gardenroomsforsale.co.uk
We’re happy to help with guidance and advice to maintain your garden building for years to come.
Complaints procedure:
Garden Rooms For Sale Ltd
Effective Date: 17/12/2023
At Garden Rooms For Sale Ltd, we are committed to providing high standards of products and customer service. If you are dissatisfied with any aspect of our service, we welcome the opportunity to resolve your concerns promptly and fairly.
How to Make a Complaint
All formal complaints must be submitted in writing by email to:
Email: info@gardenroomsforsale.co.uk
To ensure your complaint is handled efficiently, please include:
- Your full name
- Your contact details
- Your invoice number or order number
- A clear description of your complaint, including relevant dates and details
- Any supporting documentation or photographs (if applicable)
- The subject line: FORMAL COMPLAINT – [Your Invoice/Order Number]
Example subject line:
FORMAL COMPLAINT – GR12345 or INV123
Our Complaints Handling Process
Once your complaint has been received:
1. Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.
2. Investigation
Your complaint will be investigated thoroughly by the appropriate member of our management team in accordance with our Terms and Conditions.
3. Formal Response
A full written response will normally be issued within 14 working days of acknowledgement.
If additional time is required due to the complexity of the matter, we will notify you in writing and provide an updated timeframe.
4. Resolution
Where appropriate, we will seek to resolve complaints through corrective action, repair, replacement, refund (where contractually applicable), or another reasonable remedy in line with our contractual obligations.
Terms & Conditions
All complaints will be reviewed and handled in accordance with the Terms and Conditions of sale and contract agreed at the time of purchase.
Escalation
If you remain dissatisfied with our response, you may request that the matter be reviewed by senior management, who will undertake a final review and provide a written decision.
