Terms & Conditions

We value every customer and want you to be delighted with your furniture. Because each piece is handmade to order with care and attention, we must set out clear terms to protect both you and our business.

Please read these Terms & Conditions carefully before placing an order. By placing an order with Acumen Collection, you agree to these Terms & Conditions.

1. Introduction

These Terms & Conditions apply to products supplied by Acumen Interiors Ltd, trading as Acumen Collection.

As most of our furniture is handmade to order using natural solid timber, each item will be individual. These terms explain the standards, natural characteristics, ordering requirements, warranties, delivery arrangements and remedies that apply to your purchase.

Nothing in these Terms & Conditions affects your statutory consumer rights.

2. Customer Satisfaction Guarantee

Our goal is for your furniture to meet or exceed reasonable expectations based on:

The product description.
The options selected when ordering.
The specifications recorded on your invoice or order confirmation.
Relevant timber samples.
Information supplied through our website.
Written sales communications between you and Acumen Collection.

If a component has been supplied incorrectly, we will assess the issue and, where appropriate, adjust, repair or replace the affected component.

Where there is a genuine manufacturing defect or transit damage, we will assess the evidence and provide an appropriate remedy in accordance with these terms and the customer’s statutory rights.

Important

Customers are responsible for ensuring that all essential specifications are included on their invoice or order confirmation before production begins.

This includes, where relevant:

Dimensions.
Timber type.
Finish or colour.
Leg or base style.
Edge profile.
Product orientation.
Bespoke alterations.
Delivery requirements.

Where no special instruction is recorded, the order will be manufactured to our standard product specification.

Customers should review the following information before ordering:

Our Care Guide.
Our Materials information.
Timber Samples.
Product descriptions.
The Customer Expectations – Natural Timber section below.

3. Customer Expectations – Natural Timber

Our furniture is handmade from genuine solid timber.

Unlike synthetic, veneered or mass-produced materials, every board is naturally different and will contain individual variations in grain, colour, texture and character.

By purchasing furniture made from solid timber, the customer acknowledges and accepts that the finished product may include natural and historic characteristics such as:

Visible knots of varying sizes, shapes and colours.
Hairline shakes, checks and fine surface openings within or around the grain and knots.
Grain and colour variation between individual boards and across the same board.
Mineral marks, resin pockets, darker streaks and other naturally occurring markings.
Kiln-stick marks caused during the controlled kiln-drying process.
Saw marks, machining marks, chip-out and other surface character consistent with the selected product style.
Small dents, holes, fixing marks, staining, weathering or other visible signs of the timber’s previous storage, handling or use.
Areas where knots, shakes or natural voids have been filled, repaired or stabilised during production.
Slight differences in texture where harder and softer areas of the timber respond differently during sanding and finishing.
Small areas of natural movement as the timber adjusts to the temperature and humidity of its surroundings.

These features are inherent characteristics of natural solid timber.

They contribute to the individual appearance of each item and are not, by themselves, evidence that the product is defective, damaged, structurally unsound or not as described.

3.1 Kiln-Dried Pine

Our pine furniture is generally manufactured from kiln-dried Scandinavian redwood or an equivalent grade of solid pine.

Kiln drying reduces the moisture content of the timber to prepare it for furniture production. It does not remove the natural characteristics of the wood.

Fine shakes, checks, knots, kiln-stick marks, grain variation and tonal differences may remain visible after drying, machining, sanding and finishing.

Hairline shakes are fine openings that follow the natural grain of the timber. They may be visible at the time of delivery or become more noticeable as the furniture acclimatises to the customer’s home.

Provided they remain within our stated wood-movement tolerances and do not affect the structure, safety or intended use of the furniture, hairline shakes are considered a normal timber characteristic rather than a defect.

3.2 Rustic and Reclaimed-Style Furniture

Products described as rustic, rough-sawn, character-grade, reclaimed, reclaimed-style or industrial are intentionally manufactured to retain more of the timber’s natural or historic appearance.

These products may display a greater level of:

Knots.
Shakes.
Saw marks.
Machining marks.
Colour variation.
Grain variation.
Small indentations.
Historic fixing marks.
Kiln-stick marks.
Weathering.
Staining.
Filled knots or voids.
Other visible imperfections and character markings.

The presence, position, size and frequency of these features cannot be selected or replicated exactly.

Product photographs are representative examples only. The product supplied will not be identical to furniture shown:

On our website.
In advertisements.
On social media.
In customer photographs.
In showroom or sample images.
In photographs of another customer’s order.

The term “rustic” describes the material and intended visual character of the furniture. It does not mean that the item has been manufactured carelessly or that normal natural characteristics constitute damage.

3.3 Surface Texture and Finish

Solid timber should not be expected to have the perfectly uniform surface associated with laminate, veneer, MDF, plastic or other synthetic materials.

Rustic timber may retain visible grain texture and localised variation around:

Knots.
Shakes.
Filled areas.
Historic marks.
Saw marks.
Machined areas.
Changes between hard and soft grain.

These areas may feel slightly different from the surrounding timber while remaining suitably finished for the intended style and normal use of the product.

A localised difference in natural texture does not, by itself, mean that the furniture is unfinished or defective.

Customers should contact us if an item contains sharp splinters, unsafe projections or an area that appears to have been accidentally missed during production or finishing. We will assess such concerns separately from the expected natural texture of the timber.

3.4 Natural Variation Between Boards

Timber from the same species can vary considerably between boards.

A single item may contain:

Lighter and darker boards.
Different grain patterns.
Different levels of visible knotting.
Heartwood and sapwood variation.
Different levels of stain or oil absorption.
Natural tonal variation.
Differences in how light reflects from the grain.

These variations are expected when manufacturing furniture from genuine solid timber and do not mean that boards have been incorrectly matched or finished.

3.5 Timber Samples and Product Images

Timber samples, website photographs and display products are provided to demonstrate the general material, colour and finish.

They cannot provide an exact representation of every board that may be used in a finished item.

Every board absorbs wax, stain and oil differently. The finished tone may vary depending on:

Grain density.
Natural timber colour.
Knots.
Heartwood.
Sapwood.
Previous exposure.
Surface texture.
Lighting conditions.
Screen settings.
The size and age of the sample.

We cannot guarantee an exact match between:

Different boards within the same item.
Separate products ordered at the same time.
Products ordered at different times.
A completed product and a small timber sample.
A customer’s furniture and an image viewed on a screen.
Rustic characteristics shown on one product and those appearing on another.

These differences are a natural consequence of using genuine solid timber and are not considered manufacturing defects.

3.6 Filled and Stabilised Areas

During production, we may fill, repair or stabilise knots, shakes, holes, voids or other natural features.

Depending on the product and timber type, this may involve:

Wood filler.
Resin.
Epoxy resin.
Timber inserts.
Adhesive.
Mechanical reinforcement.
Other appropriate workshop repair methods.

Filled areas may remain visible and may differ slightly in colour or texture from the surrounding timber.

The visible presence of a properly completed repair or stabilised natural feature does not mean that the item is defective.

3.7 Structural Defects

Nothing in this section excludes responsibility where an item is genuinely defective, unsafe, structurally unsound or materially different from its description.

Natural characteristics will be distinguished from structural faults by considering:

Their size.
Their depth.
Their position.
Their stability.
Whether they pass through the full thickness of the board.
Whether they affect strength or function.
Whether they prevent normal use.
Whether they exceed the tolerances contained in these terms.

Claims involving cracks, warping, steps between boards or other timber movement will be assessed against the standards in our Wood Movement Warranty.

3.8 Customer Acknowledgement

Before ordering, customers should consider whether furniture made from natural, rustic or reclaimed-style timber is suitable for their personal expectations.

Customers seeking any of the following should contact us before ordering:

A completely uniform colour.
A knot-free appearance.
Identical grain across every board.
A perfectly smooth synthetic-style surface.
Timber free from shakes or character marks.
An exact match to an existing item.
An exact match to a photograph or timber sample.

We can then advise whether another timber grade, material, finish or product range may be more appropriate.

By placing an order, the customer confirms that they understand and accept the natural timber characteristics described in this section.

4. Warranty

4.1 Lifetime Manufacturing Guarantee

Our Lifetime Manufacturing Guarantee lasts for a maximum of 25 years from the original delivery date.

It covers genuine manufacturing defects arising under normal domestic use.

It does not cover:

Natural timber characteristics described in Section 3.
Normal wood movement.
Cosmetic wear.
Accidental damage.
Misuse.
Neglect.
Commercial use unless agreed otherwise in writing.
Unauthorised alterations or repairs.
Damage caused by unsuitable environmental conditions.
Damage caused by excessive heat, moisture or dryness.
Damage caused by placing furniture too close to radiators, fires, wood burners or other heat sources.
Damage caused by prolonged direct sunlight.
Failure to follow our Care Guide.
Finish deterioration caused by incorrect cleaning products or maintenance.
Normal ageing or discolouration of timber and finishes.

Warranty claims must be submitted in writing and supported by clear photographs or videos showing the issue.

We may request:

Overall photographs of the product.
Close-up photographs.
Measurements.
Photographs showing the surrounding environment.
Additional information about care, heating or storage.
Access to inspect the item.

Where a valid manufacturing defect is confirmed, we will determine the appropriate remedy. This may include repair, refurbishment or replacement of the affected component.

4.2 Two-Year Wood Movement Warranty

Solid timber naturally responds to changes in humidity, temperature and seasonal conditions.

The Wood Movement Warranty covers excessive movement occurring within two years of delivery where the movement exceeds the tolerances below and materially affects the structural integrity or normal function of the item.

What is covered

Subject to assessment, the warranty covers:

Structural cracks wider than 3mm.
Warping exceeding 1% of the total width of the affected surface.
Steps between joined boards exceeding 2mm.

For example, warping of more than 10mm across a surface measuring 1,000mm wide would exceed the 1% tolerance.

Where excessive movement is confirmed, we will assess the most appropriate remedy. Depending on the circumstances, this may involve:

An on-site repair.
Workshop refurbishment.
Adjustment.
Reinforcement.
Repair or replacement of the affected component.

The appropriate remedy will be determined by Acumen Collection after reviewing the evidence and condition of the product.

What is not covered

The Wood Movement Warranty does not cover:

Hairline shakes and checks.
Fine surface-level openings.
Cracks measuring 3mm or less.
Warping of 1% or less.
Steps between joined boards measuring 2mm or less.
Cosmetic changes that do not affect normal use.
Movement caused or worsened by unsuitable environmental conditions.
Damage caused by incorrect storage or care.
Movement arising after unauthorised alteration or repair.
Changes associated with normal seasonal expansion and contraction.

Definitions

Structural crack: A fissure that travels through the full thickness of a board and may affect its strength, stability or function.

Hairline shake: A fine, generally surface-level opening that follows the natural grain of the timber. It may be present from the outset or become more visible as the timber acclimatises.

Warping: Curvature, bowing or distortion across the timber surface.

Step: A measurable height difference between adjoining boards.

4.3 Environmental and Seasonal Movement

Timber moves throughout the year in response to environmental conditions.

During colder months, central heating may reduce indoor humidity and cause timber to contract. This may make small gaps or shakes more visible.

During warmer or more humid periods, timber may expand and some small openings may reduce or close.

Movement may be increased by:

Radiators.
Underfloor heating.
Wood burners.
Open fires.
Direct sunlight.
Conservatories.
Rapid temperature changes.
Excessively damp rooms.
Excessively dry rooms.
Poor ventilation.

Customers should follow our Care Guide and maintain a reasonably stable domestic environment.

We generally recommend avoiding unnecessary refurbishment where an issue is cosmetic and does not affect function, as repeated sanding or machining can reduce the thickness of the timber.

5. Refunds, Returns, Cancellations and Alterations

5.1 Bespoke, Personalised and Made-to-Order Products

Many of our products are handmade to order according to selections made by the customer.

This may include:

Size.
Dimensions.
Timber type.
Finish.
Colour.
Leg or base choice.
Edge profile.
Configuration.
Orientation.
Personalised details.
Other selected specifications.

Where a product is bespoke, personalised or made to the customer’s specification, normal change-of-mind cancellation rights may not apply.

Nothing in this section affects the customer’s statutory rights where goods are faulty, not as described or otherwise fail to comply with the contract.

5.2 Cancellation Requests

All cancellation requests must be submitted in writing.

Customers may request cancellation within 14 days of placing an order. However, where production has already begun at the customer’s request or materials have been specifically committed to the order, we may be entitled to retain reasonable costs where legally permitted.

Once any of the following has started, cancellation may be refused or reasonable costs may be retained:

Material ordering.
Timber selection.
Cutting.
Preparation.
Jointing.
Assembly.
Sanding.
Finishing.
Packing.
Dispatch preparation.

Where an order is complete, packed or ready for dispatch, cancellation will not normally be accepted unless we are legally required to accept it.

We will confirm in writing:

Whether cancellation is possible.
The stage reached by the order.
Any reasonable costs that will be retained.
Any refund due.

Identifying an ordering mistake after the cancellation period does not create a new cancellation period.

5.3 Discretionary Returns

Where a product is not legally eligible for a change-of-mind return, we may nevertheless agree to accept a return at our discretion.

Unless otherwise agreed in writing, discretionary returns may be subject to:

A restocking charge of up to 20% of the order value.
The original delivery cost.
The return collection cost.
Any repair or repackaging costs.
Deductions for damage, use or incomplete components.

Products must be returned safely and in a condition suitable for transport.

Agreement to consider or arrange a discretionary return does not mean that we accept the product is defective.

5.4 Exact-Size Orders

Website prices may be based on size bands or drop-down selections.

Where the customer provides an exact measurement that exceeds the selected size band, an additional charge may apply.

We may pause production until:

The dimensions are confirmed.
Any additional charge is accepted.
The order documentation is updated.

Customers are responsible for checking that the dimensions recorded on their invoice or order confirmation are correct.

5.5 Alterations

Requested changes after an order has been placed may:

Increase the price.
Extend the lead time.
Require replacement materials.
Make previously completed work unusable.
Prevent cancellation.

No alteration is agreed until we have confirmed it in writing.

Where work has already been completed, additional charges may apply.

5.6 Pre-Production and Production Costs

Production begins when materials are ordered, selected, cut or prepared for the customer’s order.

Costs already incurred may include:

Timber and materials.
Labour.
Design work.
Cutting.
Preparation.
Finishing materials.
Third-party components.
Packing materials.
Courier bookings.

Where legally permitted, reasonable costs already incurred may be deducted from any agreed cancellation refund.

5.7 Fault Claims and Remedies

Where a customer believes that a product is faulty or not as described, the customer must provide sufficient information to allow us to assess the complaint.

We may request:

Overall photographs.
Close-up photographs.
Video evidence.
Measurements.
Photographs of packaging.
Confirmation of the number of components or fixings received.
Details of how the product was assembled, stored or used.

The existence of a complaint does not automatically establish that the product is defective.

Where a genuine fault is confirmed, we will provide an appropriate remedy in accordance with the circumstances and the customer’s statutory rights.

A minor issue that can be resolved by supplying a missing fixing, component or replacement part does not necessarily make the entire product defective.

5.8 Payment Disputes and Chargebacks

Where a payment dispute, chargeback or finance-provider claim is raised, we may supply the relevant provider with records relating to the transaction.

These may include:

Order confirmations.
Product specifications.
Website descriptions.
Customer communications.
Photographs.
Delivery records.
Tracking information.
Proof of delivery.
Offers of repair or replacement.
Evidence of attempted resolution.

6. Materials and Finishes

Our products are made from genuine materials and are finished by hand.

Natural timber expectations are explained in full in Section 3 and should be read before placing an order.

6.1 Pine

Our pine products are generally made from Scandinavian redwood or an equivalent grade of solid pine.

Depending on the product style, pine may be:

Rough-sawn.
Planed.
Sanded.
Waxed.
Stained.
Oiled.
Finished with hard wax oil.

Rustic and rough-sawn products are intentionally prepared to retain more visible surface character than modern planed products.

The sanding level will depend on the product and intended finish. Rustic products may be sanded to a lower grit than modern planed furniture in order to preserve the intended texture and appearance.

Large or unstable knots may be filled or repaired where required. Smaller stable features may be retained.

6.2 Oak

Unless otherwise stated, oak products may be manufactured from character-grade oak.

Live-edge and character-grade oak may be filled or stabilised using resin or another suitable repair method.

The timber may be finished using oil, hard wax oil or another finish specified in the product description.

6.3 Walnut

Unless otherwise stated, walnut products are manufactured from a higher or prime grade selected to provide a cleaner overall appearance.

Natural grain and tonal variation will still be present.

Walnut products are generally sanded to a finer finish and treated with a clear oil or hard wax oil unless another finish is specified.

6.4 Steelwork

Steel components are supplied with the finish stated in the product description or order confirmation.

Clear-lacquered steel may retain visible:

Weld marks.
Heat marks.
Patina.
Grinding marks.
Colour variation.
Fabrication marks.

These are normal consequences of steel fabrication and contribute to the industrial appearance of the product.

Powder-coated or painted steel may contain minor texture variation that does not affect function or durability.

6.5 Timber Thickness

Timber boards are purchased in standard nominal thicknesses, including:

25mm.
38mm.
50mm.
75mm.

The final finished thickness may be less than the original nominal thickness because of:

Planing.
Levelling.
Sanding.
Surface preparation.
Removal of unsuitable material.

Depending on the product and timber style, the final thickness may be reduced by approximately 5mm to 10mm.

Product descriptions should be read as approximate finished thicknesses unless an exact measurement has been expressly agreed in writing.

6.6 Live-Edge Dimensions

The natural edge of a live-edge product is not straight or uniform.

The width may vary along the length of the item, and the narrowest or widest points may differ from the nominal order size.

Depending on the natural shape of the timber, the overall width may reduce by approximately 2cm to 5cm in some areas.

Where a precise minimum usable width is essential, this must be agreed in writing before ordering.

6.7 Finish Selection

Customers are responsible for selecting the timber and finish stated on the order.

Customers should:

Review product photographs.
Read the product description.
Order a timber sample where colour is important.
Confirm bespoke finish requirements in writing.
Check the finish shown on the invoice or order confirmation.

Colour names are descriptive and do not guarantee an exact tone.

The appearance of a finish will vary according to the timber underneath it.

6.8 Care Responsibilities

Customers must follow our Care Guide to preserve the condition of their furniture.

Failure to follow the Care Guide may result in:

Finish deterioration.
Staining.
Water marks.
Heat damage.
Excessive dryness.
Excessive movement.
Surface damage.
Loss of protection.

Damage or deterioration caused by incorrect care, unsuitable cleaning products, excessive moisture, excessive heat or environmental conditions is not covered by the warranty.

7. Design and Customer Responsibility

7.1 Measurements and Specifications

Customers are responsible for:

Providing accurate measurements.
Confirming product dimensions.
Checking room access.
Checking doorway, hallway and staircase dimensions.
Confirming the selected design.
Checking the invoice or order confirmation.
Notifying us promptly of any error.

Where a drawing is supplied, the customer must review and approve it before production where requested.

7.2 Product Images

Product images are illustrative and representative.

Natural timber means the product supplied will not be identical to the product photographed.

Images may also vary because of:

Lighting.
Camera settings.
Screen calibration.
Room lighting.
Timber age.
Natural colour variation.
Different batches of timber.

7.3 Manufacturing Tolerances

Unless an exact tolerance is expressly agreed in writing, handmade timber furniture may vary from the ordered dimensions by up to approximately plus or minus 25mm.

Smaller tolerances may apply to components where precision is essential for function.

Natural-edge and highly rustic products may have greater localised variation.

7.4 Assembly

Some products are supplied partially assembled or flat-packed for safe transportation.

This may include supplying the following separately:

Legs.
Bases.
Brackets.
Shelves.
Cross rails.
Fixings.
Extension components.

Where legs or bases are designed to be fixed directly into solid timber, predrilled pilot holes may not be required unless stated in the assembly instructions.

Customers must use the correct fixings and follow the supplied assembly guidance.

Where fixings are missing, customers should notify us so that replacement fixings can be supplied.

7.5 Customer Modifications

Unauthorised modifications may invalidate the warranty in relation to any resulting damage.

This includes:

Cutting.
Drilling.
Re-finishing.
Sanding.
Altering fixings.
Removing structural components.
Using unsuitable assembly methods.
Arranging third-party repairs without prior approval.

Customers should contact us before modifying the product.

8. Delivery and Lead Times

8.1 Estimated Lead Times

Lead times shown on our website, order confirmation, invoice or other sales communication are estimated production and dispatch times unless we expressly agree in writing that a specific date is a binding deadline.

Because our furniture is handmade to order using natural timber and workshop-based production processes, lead times may occasionally need to flex.

This may occur because of:

Timber availability.
Material quality checks.
Workshop capacity.
Staff absence.
Finishing requirements.
Supplier delays.
Courier availability.
Quality-control requirements.
The need to remake or rework a component.
Circumstances outside our reasonable control.

We will keep customers informed where we expect a material delay.

A delay to an estimated lead time does not automatically create a right to cancel a bespoke, personalised or made-to-order product after production has begun.

Nothing in this section affects any statutory right arising from an unreasonable delay or breach of an agreed essential delivery deadline.

8.2 Essential Delivery Dates

Where delivery by a particular date is essential, the customer must tell us before placing the order.

The date will only be treated as essential where we expressly accept it in writing.

Unless a specific date has been accepted by us in writing as a binding deadline, time will not be treated as being of the essence.

8.3 Completed Orders

Where an order is complete, packed, booked for dispatch or ready for delivery, cancellation will not normally be accepted unless legally required.

8.4 Delivery Availability

Customers must provide:

Correct contact information.
An accurate delivery address.
Safe and reasonable access.
Any relevant access restrictions.
Availability to receive the delivery.

Where an agreed delivery fails because the customer is absent or has not disclosed access restrictions, additional delivery, storage or handling charges may apply.

8.5 Access Requirements

Before ordering, customers must check that the product can be safely delivered through:

Doorways.
Hallways.
Staircases.
Lifts.
Gates.
External paths.
Other restricted areas.

The customer must ensure the delivery area is safe and clear.

Our delivery providers are not responsible for removing doors, windows, stair rails or household fixtures.

Where delivery cannot be completed because of inadequate access, additional costs may apply.

8.6 Delivery Inspection

Customers should inspect the packaging and product as soon as reasonably possible after delivery.

Any obvious transit damage should be noted with the courier where possible.

Customers should provide photographs showing:

The external packaging.
Shipping labels.
Any damage to the packaging.
The complete product.
Close-up images of the alleged damage.

Transit-damage claims should normally be reported within seven days so that we can investigate promptly with the courier.

A delay in reporting does not remove statutory rights, but it may make it more difficult to establish when or how damage occurred.

8.7 Product Inspection

Customers should check the delivered item against their order confirmation within a reasonable period after delivery.

Any missing components, incorrect dimensions, incorrect finishes or other discrepancies should be reported promptly in writing.

Customers should avoid assembling or using an item where doing so may worsen an alleged defect or make inspection more difficult.

8.8 Courier Delays and Loss

Where an order is delayed or lost by a courier, we will investigate with the delivery provider.

Where the courier confirms that the product has been lost, we will arrange an appropriate replacement or refund.

Courier investigations may take time, and we may need to wait for confirmation before treating an item as lost.

8.9 Refused Deliveries

Customers should not refuse delivery without contacting us unless there is an immediate and obvious reason that makes acceptance unreasonable.

Refusing delivery does not automatically cancel the contract.

Where a non-defective order is refused, the customer may be responsible for:

Return carriage.
Redelivery.
Storage.
Handling.
Other reasonable costs arising from the refusal.

This does not affect the customer’s statutory rights where the goods are genuinely faulty, damaged or not as described.

9. Payments and Pricing

9.1 Payment

Unless otherwise agreed in writing, full payment is required before dispatch.

We may agree to accept a deposit in certain circumstances.

Where a deposit arrangement is agreed:

The amount will be confirmed in writing.
The remaining balance must be paid by the agreed date.
Dispatch may be withheld until cleared payment is received.

9.2 Prices

Prices include VAT unless otherwise stated.

Delivery charges may be shown separately.

9.3 Quotations

Unless otherwise stated, quotations are valid for 30 days.

A quotation does not reserve materials or production capacity unless a deposit or payment has been accepted.

9.4 Pricing Errors

We may correct genuine pricing, configuration or delivery-cost errors discovered after an order is placed.

Where an error materially affects the price, we will contact the customer before proceeding.

The customer may choose whether to:

Pay the corrected price.
Amend the order.
Cancel the affected item and receive a refund.

We will not knowingly proceed at an incorrect price without contacting the customer.

10. Definitions

For the purpose of these Terms & Conditions:

Acumen Collection: Acumen Interiors Ltd, trading as Acumen Collection.

Buyer or customer: The person purchasing the product.

Seller: Acumen Interiors Ltd, trading as Acumen Collection.

Bespoke: A product made or altered according to individual customer requirements.

Personalised: A product containing details or features selected specifically for the customer.

Made to order: A product manufactured or prepared after the customer places the order.

Standard or archetypal product: A product offered in a standard design or specification without individual personalisation, although it may still be manufactured after ordering.

Natural timber characteristic: A feature arising from the growth, drying, previous use, preparation or natural behaviour of genuine timber, as described in Section 3.

Lifetime: A maximum period of 25 years from the original delivery date for the purpose of our Lifetime Manufacturing Guarantee.

Working day: Monday to Friday, excluding bank holidays in England.

Writing: Email, letter or another durable written form accepted by us.

Final Note

If anything is unclear, please contact us before placing your order.

We are happy to explain our materials, finishes, product specifications and natural timber characteristics so that customers can make an informed choice.

By placing an order, the customer confirms that they have reviewed and accepted these Terms & Conditions.

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