Can I return goods and receive a refund? And other legal stuff!

Dunster House products are designed for competent DIY assembly by two or more adults. Before you assemble your delivered Timber products please ensure that you have read the instructions and familiarise yourself with the project that you are about to undertake. The assembly process will vary according to individual abilities and complexity of the project. Any indication given in our website or literature as to time required to assemble a product must be deemed as approximate as wood is a natural product and may require manipulation prior to assembly. If it is your intention to organise for a third party to assemble the products you order please ensure that the products have been physically delivered and that you are satisfied with the product. Check that all parts are present and correct so that in the unlikely event that parts may be missing, wrong or damaged you ensure we have reasonable time* to arrange for delivery of new parts before confirming an assembly date with your third party. (*Please note that reasonable time would typically be within one to two weeks assuming replacement parts are in stock, however if we have to back order or manufacture parts then the time frame will be longer). Should you use a third party to carry out the installation please ensure that you give them sufficient time to familiarise themselves with the materials and instructions supplied before committing to an installation date.

All our Timber products are batch manufactured, sometimes weeks before delivery. Please note we do not manufacture any play frames to order on an individual basis as each type of ‘kit’ has to be tested to comply with CE regulations. All timbers are checked for the standards we have set before we band the various packs. Between the assembly time and the despatch/delivery time timbers will continue to adjust, sometimes more in evidence in pressure treated sections, to their natural properties. This can be seen in any timber yard supplying Spruce or Pine. Timber products once assembled on site will continue to react to weather conditions due to the fibrous nature of the material Wood is a natural product and all trees are different with different properties. These properties can include colour differences, warping, shakes, splits, knots and knot holes and varying surface finishes and are part of the natural properties of this type of material. If you require a smoother finish you may wish to sand some of the timbers, but this is an individual choice. Shakes/Splits and similar are allowed for in the integrity of the timber and cannot be guaranteed against. Minor adjustments may have to be undertaken due to the nature of timber. Any machine work on sections will have been carried out whilst the timber sections are Kiln Dried to approximately 18% moisture content. Where holes have been predrilled they may require onsite adjustment if the timber has absorbed more moisture. NB Except for the floor bearers, Log Cabins are not pressure treated and will have a planed finished surface consequently there is less movement in the materials, post manufacture. Minor adjustments to sections of timber may still have to be undertaken on site. In the event that some of the timbers are warped and prove difficult to assemble competent manipulation, eg. light wetting, sensible weight application and slowly (over a few days if necessary) heating or cooling can overcome the majority of warping. Competent manipulation during assembly can also overcome the majority of warping. When we deliver the product we deliver to “Kerbside”. Please ensure that there is someone there all day on the day of delivery who is capable of unloading the Company delivery vehicle and with the authority to accept the goods. We cannot give a time for delivery. Any broken (into separate pieces*) parts must be returned with the driver at point of delivery. If the goods are not to your liking then ask the delivery driver to bring the whole product back and we will refund your money, without any delivery or return charge. We will not supply a replacement or replacement parts as we are unable to guarantee that these will be any different. In the unlikely event that we leave the Goods and you subsequently request that they are returned, unused, unassembled and in the condition they were delivered in, we can arrange to collect the items and make a reasonable charge for that facility. Please retain any packaging associated with the delivery.

The development and appearance of the natural properties of timber are not a reason for the return of goods and are not reasonable stating they are faulty in claiming a refund. We supply timber products designed for external garden use and such designs take into account the structural integrity of timber’s natural properties. We supply many thousands of our products each year to many satisfied customers who understand the beauty of handling and working with a natural material, please read some of Testimonials on our website home page. Please contact us if you have any queries or if you do not understand the beauty and individuality of each unique piece of timber that we supply.

Before you purchase please ensure that you have read and fully understood these Terms and Conditions and that you are satisfied with the description of our products and the project that any competent DIY person can undertake that will save them many pounds and give them the immense satisfaction of saying

‘See what I have made’

Please ensure that any goods delivered to you are checked before assembly. Should you wish to return the Order then care has to be exercised to protect the standard of goods delivered and any Kiln Dried timbers are protected against any weather influences on the moisture content in the timber, 18% plus or minus 2%. Should we collect any Kiln Dried timbers that have not been protected and we subsequently have to send them away to a Kiln then any reasonable costs can be passed on to you, the customer.

A customer has the right to cancel any order for Log Cabins, Playsystems or Deckings (excluding any bespoke made to order items). This right extends for 7 days after the items have been delivered. Any notification of cancellation must be made in writing, either by post, fax or email to cs@dunsterhouse.co.uk. Assuming that the Goods were as described and not faulty a refund will take place less any reasonable charge for collection and any necessary repacking. Refunds will take place within a reasonable period of time after the items have been returned and inspected. Any collections will take place with reasonable access granted to the Company. Please note that due to insurance ramifications we do not enter onto customers' property. You can also make your own arrangements, should you wish, to return the Goods. A'Goods Return Note' must be issued and advised for this method of return. Your Statutory rights are not affected.

Refunds may be subject to a fee covering any costs incurred by the Company, such as Administration fees, card fees, etc.

(*If the glass for a Log Cabin window or door is noted as broken on delivery then if you wish to have a new piece cut locally we will credit you up to £15 against a receipt – alternatively please return the window or door with the driver at point of delivery).

If you have a Customers Services enquiry post delivery please write to us detailing your query through either: This websites enquiry form, email cs@dunsterhouse.co.uk, fax to 01234 272588 or post to Dunster House Ltd, Caxton Road, Bedford. MK41 0LF. This will enable us to comprehend your query and respond appropriately and professionally.