1. DIMENSIONS, SPECIFICATIONS AND ACCURACY
Whilst we endeavour to give customers every possible means of making an informed decision including brochures, website content and our customer service, it is not always possible to give every exact specification or dimension found on a building or product and on occasion we may amend the specification of the products without our prior notification.
Please note pictures we use are a representation of the product. Other pictures are of customers products and may feature additional customisations carried out by the customer.
If you are at all concerned as regards a product specification, dimensions, suitability, or quality then please contact us to clarify your concerns.
Our website does detail ‘plans‘ and ‘manufacturing drawings’ of our products on some product pages.  We endeavour to keep these accurate and updated and are there for guidance only.
However, it is NOT always possible to keep these fully updated and these cannot wholly be relied upon as the sole basis of information as regard suitability.
If the plan and very exact dimensions are of highly critical importance to your order such as for a precise base, exact window dimensions to with 1cm, heights, installation etc then please ask us for the VERY latest version to ensure complete accuracy of the product and any amendments to the specification that maybe in force.
ALWAYS follow the plans sent with the product and contact us with any concerns you have if variances arise before installation.  NEVER cut timber without our explicit permission.
Building Regulations
None of our buildings, structures or products comply to building regulations as standard. To comply to building standards other elements will need to be added such as fire proofing, insulation, safety glass and foundations. Please contact your building control office for the requirements needed to meet building regulations.
Planning Permission
We can advise on planning permission when asked but we will take no responsibility for this advice should it be incorrect. Please always check with your local planning office for any rules in your area and make yourself aware of the regulations pertaining to your purchase.
NO responsibility is accepted for non-compliance with building regulations or planning requirements pertaining to your situation – Please ensure you have thoroughly checked these requirements if pertinent to you.

2. COMPLAINTs
In the event of any complaint or grievance, ‘The Customer’ is to in the first instance make contact via EMAIL or LETTER stating their order reference and the nature of their complaint.
Complaints and Grievances will need to be in writing along with a phone calls such as via EMAIL.

3. ANTI ROT GUARANTEE
To receive the full ten year guarantee it is necessary that you treat the products with our preservatives or treatment recommended by us.  This guarantee covers fungal and insect attack.  It does not cover warping, cracking or movement over time.  The guarantee is valid if:

• The building has been built on a firm and level base.
• Installed as per our instructions.
• Has not been customised in any way.
• The building has had immediate treatment and it is repeated every 12 months and achieving a depth of coverage of 80 – 120 microns.
• The building has not been touching any wall, tree or bush nor within a ‘wet spot’.

Note: The anti-rot guarantee is not insurance backed and does not affect statutory rights.

4. TIMBER INFORMATION
When placing an order, you understand the inherent properties of timber which will affect your timber product to a lesser or greater degree:

Timber is a natural product and prone to changes in appearance, including some movement and the occurrence of small knot holes or splits in extreme temperatures and weather conditions. Any splits, knots or similar visual imperfections in the timber will not affect the structural integrity of the product in any way, are not considered to be damage, and do not render the product unfit for purpose. Whilst every effort is made to hand pick timber without visible knotholes or splits there may be occasions where timber is selected in good faith that contains what appears to be a solid knot. Over the course of time / during movement of the product etc it may occur that these small knot holes are then dislodged from the timber leaving a small knot or crack. Unfortunately, we cannot be held responsible for this maturing of the product and can only offer our best advice as how to deal with this situation in the unlikely event that it should occur. When measuring timber for the purpose of technical information the absolute external dimensions will be taken from a sample piece of each component used – it should be noted that due to the complex nature of the product and machining processes that this figure will give an average measurement that could be subject to slight variance throughout the rest of the individual boards in the pack measured. Whilst every effort will be made to select only components which match the average advertised sizing this is subject to the availability of the timber that has been machined and cannot be guaranteed.

Properties of timber:
Wood is a natural material with excellent characteristics, such as:

• Sturdiness
• Elasticity
• Noise reduction
• Easily manageable
• Natural character

Being natural material, wood also the following characteristics:

• Swelling and shrinking / crack forming
• Resins
• Marrow
• Gnarls and grains
• Ruggedness of areas and edges
• Formation of salts
• Pinholes
• Fungi and blue moulds

Swelling and shrinking / crack forming:

The air humidity influences the volume of wood. This makes wood swell and shrink.  We call this “warping” of wood.

Resins:
The product can spill resin after finishing, especially in the first year.  Resins get brittle quickly on the surface of wood. It will fall off spontaneously or can be removed with a plane.

Marrow:
In the stem centre you will find marrow. This is the nutritional canal of a tree. It is sometimes confused with wood rot.

Gnarls and grains:
These are characteristic of wood and will give each piece of wood its own character.

Ruggedness of areas and edges:
Due to its specific structure rugged areas or edged may always remain, despite planning or milling carefully.

Formation of salts:
With impregnated wood it may seem as if salts are formed on the surface of wood. It is actually resin that colours yellow/green due to the impregnation. These stains will vanish in time.

Pinholes:
These are produced by small xylophagous insects. These insects were killed while processing the stem into the end product.  It has nothing to do with wood worms.

Fungi and blue moulds:
Wood impregnated by boiler pressure induction will become very humid while being processed. As a result, the wood can be affected by mildew and fungi, especially during the warm seasons. These visual imperfections of the product will vanish or can otherwise easily be removed by hand.  Fungi does not affect the quality or strength of the wood.  Since wood can swell and shrink as a natural product, the dimensions listed in the catalogue and product pages can show small deviations.

5. Force Majeure
In no event shall the company be responsible or liable for any failure or delay in the performance of its obligations hereunder arising out of or caused by, directly or indirectly, forces beyond our control, including without limitations any act, event, non-happening, omission, or accident as stated below.
Strikes, lockouts and other industrial actions, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport, impossibility of the use of public or private telecommunications networks, any new acts, decrees, legislation, regulations or restrictions of any government.

Under The Consumer Contracts Regulations 2013. For non-bespoke items You cannot charge a fee / restocking fee if the customer cancelled during the 14 days following receipt of all their goods (with a further 14 days to return)