Terms
1. Delivery
1.1 Please click here to find all information relating to our Delivery Fees, the Delivery Process and expected Delivery Time.
1.2 We can only keep you informed at all stages of the delivery process if your contact number is correct, and it is the customer’s responsibility to ensure the contact number provided with your order is correct.
1.3 It is also the responsibility of the customer to ensure that the delivery address is correct. Orders that have to be re-delivered due to customer error, an incorrect address or a lack of access will be charged £60. This does not affect your statutory rights.
1.4 If we are unable to deliver due to circumstances beyond our control, including but not limited to adverse weather conditions, illness or pandemics, breakdowns or any other acts of God, we will do our best to rearrange your delivery as quickly as possible, and will communicate this with you. We will not accept any claims for compensation for bookings for tradesmen or other contractors. We will also not accept any claims relating to time taken off work for the delivery, as in most cases you do not need to be present to take the delivery.
2. Cancellations and Refunds
2.1 Cancellation of any orders made on this website must be confirmed by calling and speaking to Angie or Mike on 07825 810740 – text messages or voicemail messages are not acceptable in isolation to cancel your order. Cancellation of your order will be confirmed over the phone and any refund that may be due to you will be arranged.
2.2 Orders that are cancelled on the day of the delivery will be charged £60 to return and offload. This does not affect your statutory rights.
2.3 All goods must be returned in their original condition as at the time of delivery for a full refund to apply. Additional fees will apply if any of the goods are returned used or damage – please note that used includes, but is not limited to, painted timber.
2.4 If you are to receive a refund for goods that have already been delivered, the refund will only be processed once we have collected the goods and inspected them.
2.5 Any changes to your order must be made over 48 hours prior to your confirmed delivery date. If you cancel or amend your order within 48 hours of your confirmed delivery date you will be charged a £60 cancellation/amendment fee.
2.6 You are of course able to cancel at any time up to 48 hours before your delivery date without incurring a fee.
2.7 The policy outlined in 2.6 above does not apply to orders for bespoke products – we will retain 50% of the purchase price for any orders for bespoke products cancelled prior to delivery.
2.8 Further to 2.7 above, the 50% purchase price retention also applies to returned bespoke products.
2.9 The cancellation policy referred to in section 2 of these Terms does not apply to Box Welded Pond Liners - these are made to order and are specific to your pond. As such, purchases for Box Welded Pond Liners are non-refundable.
3. Timber Related Disclaimers
3.1 Timber is a natural product which can have imperfections such as shake (surface cracks), discolouration and knots. These are not covered by the 10-year guarantee against rot and insect damage that applies to all of our tanalised timber.
3.2 We define shake as a surface crack with a width of 3mm or under present in the timber at the time of shipping.
3.3 Timber may react and alter based on, but not limited to, the weather and/or storage conditions after delivery. By purchasing a timber product, you are accepting that the finished product may change over time. The properties of timber are not the same as metal or plastic, so if you require perfection we advise that you purchase a non-timber product.
3.4 Any of the imperfections referred to above may develop after your product has been constructed and, due to both the natural properties of timber and the fact these issues do not affect the structural integrity of the timber, none of these imperfections developing after construction would be sufficient reason for exchange/replacement or refund/partial refund.
3.5 Due to the recent extreme temperatures, we have experienced an increase in shake affecting our 92mm x 92mm and 150mm x 150mm timber posts. This is due to the timber drying at increased speeds. We endeavour to provide close to perfect timber posts, hand sorting for quality, straightness and squareness. We cannot guarantee your timber posts will be free of shake. Please note that shake does not affect the structural integrity of the timber, and the shake adds to the rustic, aged aesthetic of our products. By purchasing any of our A grade products that feature 92mm x 92mm or 150mm x 150mm timber posts, you accept the possibility that any of our timber posts may have shake, and as such we will not accept any claims for compensation or exchanges relating to shake in the timber.
3.6 If you believe there may be an issue with any of your timber that is not covered by the above, or an issue that you believe is more severe, please raise this by email by sending a description of the issue and high quality images of the issue to nlc-garden-products@outlook.com. We will then consider the evidence and advise on the action we will take. Please note that this is not a guarantee you will receive a replacement, refund or any other form of compensation. If we refuse any requests for action we will provide written confirmation and written reasoning.
3.7 Our timber can be painted. We recommended oil-based or water-based products - the paint must be breathable or the timber will be more susceptible to cracking after application.
3.8 All sizes referred to in our listings are approximate.
4. General Disclaimers
4.1 Meeting building regulations is the joint responsibility of the builder and the landowner, not of the supplier. We recommend checking the product to ensure all parts are present before commencing construction.