These Terms & Conditions set out the basis on which our products are supplied, installed and guaranteed. Each piece is handcrafted to order using premium materials and traditional joinery techniques.
⸻
1. Paint Finish Warranty
1.1 All painted finishes are warranted for 12 months from the delivery date against peeling, excessive fading and coating failure under normal UK weather conditions.
1.2 This warranty applies to manufacturing or application defects only. It does not cover accidental damage, impact, misuse, neglect, pressure washing, abrasive cleaning, environmental contamination, or damage occurring after delivery has been accepted.
1.3 Subtle changes in colour, sheen and natural weathering are inherent to exterior timber products and are not considered defects.
⸻
2. Material Warranty — Tricoya
2.1 Tricoya material carries a 50-year warranty against rot and decay when installed above ground and not in direct contact with soil or standing water.
2.2 Where Tricoya is installed in direct contact with soil or water, a 25-year warranty against rot and decay applies.
2.3 Material warranties relate to the performance of the Tricoya substrate only and do not cover installation, movement, ground conditions, fixings, finishes, misuse or lack of maintenance.
⸻
3. Construction & Craftsmanship
3.1 Temples, pots and associated components are manufactured using professional exterior joinery methods.
3.2 Structural components are bonded using all-weather exterior Soudal D4 wood adhesive, designed for long-term external performance.
3.3 As each product is handmade, natural variation in timber grain, finish and detailing forms part of the character of the product.
⸻
4. Installation Terms
4.1 We strongly recommend the use of our professional installation service (available at additional cost). Our installers are trained, experienced and fully insured.
4.2 The installation area must be prepared prior to arrival and must be:
- level
- structurally suitable hard standing
- accessible
- clear of debris and obstructions
4.3 Where the site is not suitably prepared, we reserve the right to:
- postpone installation
- charge additional labour
- refuse installation if safety or product performance may be compromised
4.4 The customer is responsible for any damage, delays or additional costs arising from unsuitable ground conditions, restricted access or incomplete site preparation.
4.5 Self-installation does not invalidate material warranties but any installation-related issues are the responsibility of the customer.
⸻
5. Maintenance Requirements
5.1 To maintain appearance and validate finish warranties, products must be cared for using normal exterior joinery maintenance practices.
5.2 We recommend:
- gentle cleaning with mild soapy water
- avoiding pressure washing or harsh chemicals
- keeping drainage holes clear
- avoiding standing water where possible
- periodic inspection of finishes and sealant joints
5.3 Painted products may require maintenance or recoating over time depending on exposure, location and use. This is considered routine ownership and not a defect.
5.4 Failure to reasonably maintain the product may affect warranty claims relating to finishes.
⸻
6. Made-to-Order Products
6.1 All products are manufactured to order and may be customised to client specification, including colour, paint system, size, style and timber selection.
6.2 Production timelines are provided on the relevant product page and may vary depending on specification and workload.
⸻
7 Shipping
7.1 Orders for made-to-order goods will be processed and delivered within the timescale stated on the relevant product page.
7.2 Please allow up to 7 working days for delivery following dispatch.
⸻
8 Cancellations, Returns & Refunds
8.1 Customers have the right to cancel an order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
8.2 The right to cancel begins when the order is placed and ends 14 days after goods are received.
8.3 To cancel, you must notify us via email or telephone before the cancellation period expires.
8.4 If goods have been delivered, you must retain them, take reasonable care and return them at your own cost unless the goods are incorrect, damaged or defective.
8.5 We reserve the right to recover direct costs where goods are not returned or are returned at our expense without agreement.
8.6 Refunds will be issued within 14 days of cancellation.
9 Bespoke / Custom Products — No Cancellation Right
9.1 Orders cannot be cancelled where goods are made to customer specification, including but not limited to:
- colour
- paint brand
- size
- style
- timber
- bespoke design alterations
- transport arranged specifically for the order
⸻
10. Limitation of Liability
10.1 Products are designed for their intended exterior use. Liability does not extend to misuse, abnormal environmental conditions, structural movement, third-party modification or incorrect installation.