Refunds & Returns

Returns, refunds, installation disclaimer and warranty policy. Our policy follows UK consumer law, with the conditions below reflecting the nature of timber products and our supplier terms.

14-day money back guarantee

If you are not completely happy with your purchase, you may return it within 14 days of delivery, provided that the product is unused, remains in its original packaging, and 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, you must arrange your 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 the 14-day return window. Timber movement, splits, knots and warping caused by 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.

Delivery and access

• Delivery is kerbside or to your driveway: the first point at the front of your property that the delivery vehicle can safely and legally reach.
• The delivery crew are not permitted to carry goods through side passages, alleyways, gates or garages, or into a rear garden. Once the goods are unloaded, moving them onwards is your responsibility.
• Where our recommended team is also installing the building, they will move the packs from the drop point to the build location as part of the installation.
• You are responsible for telling us before delivery about anything that restricts access, including narrow lanes, weight or width restrictions, parking permits or suspensions, and the absence of space at the front of the property. If a delivery cannot be completed because access was not as described, a further delivery charge may apply.
• Damage to lawns, planting, driveways or other surfaces caused by moving goods over them is not our responsibility.
• Check the goods against the components list on arrival. Shortages or transit damage must be reported within 48 hours.

Assembly by our in-house team

• Payment for the assembly service confirms completion, and your 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 after installation, such as movement of timber, but these are not grounds for refund or replacement.
• Assembly does not form part of the product warranty. We hold no responsibility for the condition of the building after assembly unless a specific fault is reported within 48 hours.

Natural timber movement

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 structural integrity of the product. 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 timber movement, but this is a maintenance matter rather than a product defect.

Your responsibilities

• Ensuring a level, firm base for the building
• Following the assembly instructions carefully
• Treating all timber with a suitable wood preservative within 4 weeks of delivery, and annually thereafter
• Retreating any cut, drilled or modified sections with cut-end treatment
• Providing the necessary tools if you are assembling the building yourself, such as a hammer, saw, drill and level

Size and design variation

All dimensions are approximate. Products may vary slightly from website images or descriptions because of design improvements or timber sourcing, and these variations are not grounds for return.

Warranty and timber guarantee

We provide the following timber guarantees when products are correctly maintained and assembled.

Covers: rot, decay and insect infestation.

Does not cover: natural splits, warping or movement; incorrect or poor installation; products not treated within the required timeframe; custom modifications; an incorrect base or unsuitable location.

Planning permission and building regulations

You are responsible for confirming whether planning permission or building regulations apply to your 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 acts of God such as storms, floods and fire, civil or military unrest, industrial action or strikes, and acts of terrorism or war.

Legal terms and jurisdiction

• These terms are governed by English law.
• Any disputes are subject to the exclusive jurisdiction of the English courts.
• These terms do not affect your statutory rights.
• No changes to these terms apply unless made in writing by a company director.

Complaints procedure

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 chance to put it right promptly and fairly.

All formal complaints must be submitted in writing by email to info@gardenroomsforsale.co.uk. Please include your full name, your contact details, your invoice or order number, a clear description of the complaint with relevant dates, and any supporting documents or photographs. Use the subject line FORMAL COMPLAINT, followed by your invoice or order number.

Once we have your complaint:

• We acknowledge receipt within 3 working days.
• The appropriate member of our management team investigates it in line with our terms and conditions.
• A full written response is normally issued within 14 working days of acknowledgement. If we need longer because the matter is complex, we will write and give you an updated timeframe.
• Where appropriate we will resolve the complaint through corrective action, repair, replacement, refund where contractually applicable, or another reasonable remedy.

If you remain dissatisfied with our response, you may ask for the matter to be reviewed by senior management, who will carry out a final review and give you a written decision.

Need support?

If you have any questions about returns, warranties or installation, call 01403 458553 or email info@gardenroomsforsale.co.uk. We are happy to help with guidance and advice to keep your garden building in good order for years to come.

See also our privacy policy and terms.