Once an order has been placed. A confirmation of your order will be sent by email and written confirmation will be posted giving you chance to check all details , and correct any errors.
In some instances we may not be able to process the order
a.If there has been a product or pricing error
b.If the goods are not available(an alternative will be offered)
c.If payment is not authorised
d.If it is logistically impossible for us to deliver goods to the location due to access or where service fees apply.
We will notify the customer of any changes and/or additional charges. Should the customer accept the new revision the order will be processed, in the case that the customer does not accept the revision a full refund will be given.
Placing an order via the telephone a £50.00 deposit is required to process your order and the balance is payable the day before delivery.
Payment can be made via Pay pal
Delivery is included for the whole of Yorkshire, however we do deliver to most of the UK mainland but charges will apply out of Yorkshire please check our delivery charges on our extras page.
Delivery lead times are shown in working days(Monday to Friday, excluding bank holidays). Once a delivery date has been confirmed, this may change due to unforeseen circumstances beyond our control ie lock-outs, strikes, works breakdown, transport breakdown ,shortage of materials etc, if you are having your playhouse fitted by an independent company it is advisable to wait until delivery has been carried out before arranging this work. When ordering a playhouse consideration must be given to the access required, any delivery only will be to kirb side only, however if we are fitting the playhouse a minimum of 8’ head clearance may be required for certain buildings to gain access to the base. If access is restricted please let us know at the time of order.
It is the customers responsibility to provide reasonable unobstructed access for the delivery/or fitting to take place.Where this is not the case and access makes it impossible for us to deliver/or fit the building, it will be left at the nearest point to the property for the customer to handle, if the customer requests a return visit this will be subject to an additional charge usually between £40-£60 but this may increase depending on the distance travelled. Click on the delivery van for delivery charges.
Every effort is made to ensure that your order arrives in good condition, however if you receive faulty or broken goods you should notify our office within 48hours,we also may request photographic evidence of the damage. If the goods are damaged we will send out replacement parts and collect the damaged item/items . It is the customers responsibility to take reasonable care of the goods until they have been collected by ourselves.
The customer must provide a solid level base, ie concrete, flag stones, decking etc. Reasonable unobstructed access some buildings may require head room of at least 8’. We require notice if the carry from kerbside is greater than 25mts. Due to health and safety legislation we are not able to carry sections over roofs hedges, fences etc. Clear access all round the base is required. All our playhouses require additional room for the roof overhang.Please allow for this when placing bases near to boundary walls.
If on arrival the base prepared by the customer is not to standard the installation may be aborted at the discretion of the fitting team or a disclaimer signed by the customer. Upon aborted installations the playhouse can be left for self assembly by the customer, or a new installation date arranged. The cost for new installation or re visit charge will be at our discretion depending on the distance to travel and size of building. If you have any concerns over base requirements please contact us as soon as possible.
We offer a 6 month manufactures warranty on all our buildings, which means if any fixture on the building becomes faulty within 6 months it will be replaced. This however does not cover acts of nature including damages caused by strong winds and gales. IE roof felt blowing off or building blowing over we therefore recommend that your new building is covered on your household insurance. It does not cover defaults due to the natural nature of the timber ie shrinkage or warping of timber which is beyond our control. We recommend a quality timber preservative is used annually to keep your building in good condition.
In the event of a complaint or grievance the customer is required to make contact with our sales office on 01757-248927 or 07947-092328 stating their invoice number and nature of complaint. We will then endeavour to respond to any customer complaint withn 24 hours of the complaint been made. A mutually acceptable remedy and timescale will be agreed with the customer.
We will except returns only for faulty goods(other than minor or cosmetic damage)returns will not be accepted if the goods have been ordered incorrect buy the customer or have a bespoke element to them. It is the customers responsibility to meet all product return costs which will be taken from the final refund payment.
CANCALLTION OF ORDER BEFORE DELIVERY
If an order has been placed but then needs to be cancelled by the customer this can be done via the phone direct to our sales team. A refund will be given if at least 48hrs notice is given. If cancellation is received after this time period no refund will be given, as the goods will have already been manufactured , all goods are made to order for the individual customer