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return policy

Before you purchase any of our products please ensure that you have read and fully understood our Terms and Conditions and that you are satisfied with the description of our products.

  1. Damaged parts
  2. Building with timber
  3. Cancelling an order
  4. Rectifying defects

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. Please familiarise yourself with the project that you are about to undertake. 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 read our full Terms and Conditions).

Any damaged/broken parts must be noted on the delivery discrepancy note and returned with the driver at the point of delivery. Please retain any packaging associated with the 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. 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.

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.

Cancel an order

Unless you have physically seen the product before purchase, you have the right to cancel any order made by phone, mail or online (excluding any bespoke, made to order, or one-off items, for example, UPVC Windows and Doors).

The cancellation period will expire after 14 days from the day on which you or your agent acquires physical possession of the last goods.

Any notification of cancellation must be made in a clear statement in writing, either by post to Customer Services, Dunster House Ltd. Factory 1, Caxton Road, Bedford, MK41 0LF, or email to [email protected].

Alternatively, you can use our online form to contact customer service if you prefer. If you use this form we will send an automated e-mail to the e-mail address you put on the form as an acknowledgement of receipt of the form. In case of dispute, it is the customer’s responsibility to show when/if the contract was cancelled.

The goods must be returned no later than 14 days after the day on which cancellation is made.

The goods should be returned in their original condition as at the time of delivery other than handling necessary to establish the nature, characteristics and functioning of the goods.

Returned goods will be inspected and refunds will take place within 14 days after the items have been returned.

Refunds may be subject to a deduction up to the contract price covering any reasonable costs incurred by the Company, such as: attempted delivery costs in the case of any failed delivery attempts which were the fault of the customer, increased delivery costs if you have chosen something other than our least expensive delivery service, cost of items not returned in original condition other than handling necessary to establish the nature, characteristics and functioning of the goods (e.g. the goods have had treatment applied to them by the customer, or have become weathered or damaged).

If any of the goods form a commercial unit, then you cannot reject or cancel the order for some of those goods without also rejecting or cancelling the order for the rest of them. A unit is a ‘commercial unit’ if division of the unit would materially impair the value of the goods or the character of the unit.

If you decide to cancel whilst the goods are being actively delivered by one of our delivery vehicles then the Company will be able to bring back those goods being delivered at that time on the same vehicle and will do so without deduction from the refund for that delivery/collection.

If you cancel any goods after they have been delivered then you will make suitable arrangements to return such Goods at your own cost and risk or you can contact us to arrange collection of the goods, this will be chargeable and the rates will be £500 for log cabins and offices, £50 for climbing frames and other products including gazebos.

Rectifying defects Should any defect occur with the product within a reasonable period after delivery please contact us in writing, either by post or email. We will request photos of any such defect to determine its cause prior to rectification. Where the defect is deemed to be the customer’s fault for any reason eg. unsuitable base/site, poor maintenance or misuse of product any rectification will then be chargeable to you the customer. Should a defect occur which is the fault of the Company, we will replace, repair or refund, at our cost. If you do not give us a reasonable opportunity to rectify any defect we will not reimburse you if you choose to rectify it yourself or with a third party.

Customer Service Support

If you have a Customers Services enquiry post-delivery please write to us detailing your query through either: This websites enquiry form, email [email protected] or post to:

Dunster House Ltd, Caxton Road, Bedford. MK41 0LF. This will enable us to comprehend your query and respond appropriately and professionally.


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