Terms and Conditions

By purchasing from Dunster House Ltd. it is assumed that the customer agrees to all terms and conditions.
Last updated: 28/09/23

1. Building Regulations

1.1 Meeting building regulations is the joint responsibility of the builder and the landowner, not of the supplier (us), nevertheless we want to make it clear that our products are not intended to be used where building regulations are required, so we have set out circumstances below so that you can easily check whether or not building regulations are likely to apply to you. By purchasing this product, the customer agrees with all of the following statements:

1.2 The building will contain NO sleeping accommodation

1.3 IF the building is over 15 square metres in internal floor space then it will need to be positioned at least 1m away from any boundary, and contain no sleeping accommodation or; Please ensure that you speak with your Local Authority Building Control prior to purchase with regards to potential appropriate fire proofing.

1.4 IF the building is over 30 square metres in internal floor space then you are made aware that this building does not comply with building regulations exceptions or you intend to use it for an exempted use such as: a building into which people do not normally go, or agricultural purposes, or you intend to modify the building, once installation is complete, in such a way that it will meet building regulations and understand that such modifications may invalidate any guarantees in the product.

1.5 If you are unsure about Building Regulations we recommend that you seek further advice and guidance from your local Building Control Office.

2. Delivery

2.1 Goods will be delivered up to 20m from the delivery vehicle (Safely Parked at Kerbside) to the first point of contact at the front of your property e.g. on your driveway. If there is no available space at the front of the property (e.g. terraced house or no front garden) then the goods will be unloaded to kerbside at the safest place to the property and you will need to ensure that you move the goods onwards from any public highways. Once the goods are delivered, they will be the responsibility of the customer. We do not unload to the side of the house e.g. alley through side gate.

2.2 You must advise us if there are access difficulties, we generally deliver with a 7.5-ton HGV flatbed truck which is 8m long and 2.6m wide.  We need an access route/road capable of taking this size of vehicle. Several of our products typically weigh between 1.0 ton and 4.0+ ton. Damage to lawns, flower beds, driveways etc. on or adjacent to a narrow or difficult access route will be the responsibility of the customer. If we try to deliver, using the normal vehicle, and cannot do so due to foreseeable problems such as access restrictions, width of road etc. then the goods will be returned to our premises and an attempted delivery charge will apply, see term 4, unless you have given us prior written notice that this size of vehicle will not be capable of delivering to your site.

2.3 There must be suitable road access to the drop location, with no parking restrictions e.g. double red/yellow lines, parking bays, bus stops etc

2.4 A clear route must be available for our delivery team to carry the goods from the delivery vehicle to the front of the property or kerbside. The route must be at least 750mm wide, free from obstructions (e.g. bins, cars, walls/fences, trees, overhanging obstacles) and allow good footing by the delivery team (e.g. not have slip or trip hazards, steep inclines or declines). Adequate space should be available to place the goods. Should you be completely unable to provide any adequate space for the goods to be placed with a clear route to such space, then the goods will be delivered to the safest kerbside location within 20m from the delivery vehicle for onward movement by the customer or returned with the driver in which case an attempted delivery charge will apply, see term 4. We do not carry items through a customer’s neighbours garden or property.

2.5 Our delivery team will call up to an hour before delivery. Please ensure that an adult with the authority to accept the goods (you or your agent) are available on the day of delivery and to move the goods onwards (if applicable).

2.6 Should we arrive and find that no-one is present to accept the goods we will leave and an attempted delivery charge will apply, see term 4.

2.7 Our delivery staff are not permitted to leave any products that have not been signed for.

2.8 Our delivery staff will not enter into any property or decorated building e.g. a house. The drop point will be the first external location met between the vehicle and the property.

2.9 Time shall not be of the essence in this contract. We always use our best endeavours to deliver on the ‘Anticipated delivery date’ (shown on your copy of the order confirmation if you have chosen a delivery date prior to this being printed) or within the ‘Delivery within approximately’ timeframe (shown on your copy of the order confirmation if no specific date has been chosen yet). In the unlikely event that something delays your delivery, we will contact you to reorganise your delivery date within a reasonable period of time.

2.10 We will always contact you to agree a delivery date with you prior to us actually delivering, or alternatively you can use our ‘book your own delivery date service’ online at the point of order. If you have any questions about your delivery date, please ring our dispatch team on the telephone number given on the first page of the order confirmation.

2.11 We operate throughout England, Scotland and Wales over large areas between depots. Deliveries can occur between 8:00am and 7:00pm on the day of delivery. You can track your delivery vehicle on our website on the day of delivery and our delivery team will call up to an hour before delivery.

2.12 Any damaged/broken parts must be noted on the delivery discrepancy note and returned* with the driver at the point of delivery or if the damage is not noticed during delivery then this needs to be reported within 2 calendar days from receipt of delivery. (*In the unlikely event that the glass for a Garden Building window or door is noted as broken on delivery then if you wish to have a new piece cut locally, which is likely to be a quicker way to resolve this, we will refund you up to £25 per single pane (£50 per double glazed unit) – alternatively please return the window or door with the driver at the point of delivery.)

2.13 If items are missing this must be noted on the delivery discrepancy note if noticed at point of delivery or within 2 calendar days from receipt of delivery and we will then deliver them within a reasonable timeframe.

2.14 Our Drivers are not authorised to accept changes to our Delivery Notes, Terms & Conditions or give technical help

2.15 Our products contain packaging material with many wrapped in protective packaging for transportation. As we typically deliver on flatbed truck, our drivers are unable to safely secure packaging to take it away with them and packaging cannot be transported in the cab, therefore this must be disposed of by the customer. However, until you have fully installed your product the packaging is likely to help with protecting stored parts and part-built products from the elements. The packaging material is recyclable along with any strapping and timber packaging.

4.1 If we attempt a delivery and are unable to do so due to a breach of our delivery terms by the customer then we will make a charge for that attempted delivery which is payable prior to any re-delivery. This will represent the true cost of that delivery and will be charged as outlined below in 4.2 assuming our normal methods/vehicles were utilised.

In the unlikely event that we attempted to deliver to you by courier then we will charge you the courier’s cost-plus packaging.

4.2 If there are any additional costs associated with any re-delivery due to a change being required to our normal method of delivery as outlined in our delivery terms for the redelivery then this charge will also be given to the customer and payable before such redelivery takes place.

5. Conditions Applicable During Promotional Periods

8.1 We will supply goods that are in conformity with the contract. However, should any defect occur with the product within a reasonable period after delivery please ensure the invoiced customer (named person on order) contacts us in writing, either by post to Customer Services, Dunster House Ltd. Factory 1, Caxton Road, Bedford, MK41 0LF, or email to [email protected]. Please include either your order number starting with SO or your postcode so we are able to locate you on our system.

8.2 Our Customer Services department operate a ticket system. On receipt of your email the system will allocate you a ticket number and a queue position. Please be assured that our team will respond and we recommend not sending multiple emails as this will move your queue position and delay a response.

8.3 Please note that any problems that occur due to the natural properties of the materials are not defects; please see the ‘Consumer Advice’ section for more information, although this information is not exhaustive.

8.4 We will request component/part numbers (found in the installation manual) and clear photos to illustrate the reported defect and its cause so that we can determine the means to rectify it prior to any rectification. This may involve taking photos of parts of your product which you believe are unconnected to the defect but which may nevertheless be the cause of it.

8.5 We will be unable to replace any parts that are not identified by a part number. Unfortunately, with the number of parts across our range of products we cannot risk ordering an incorrect replacement part for you.

8.6 If a defect occurs which is the fault of the Company, the Company will give you appropriate options which may include replacement, repair or partial refund.

8.7 Where the defect is deemed to be the customer’s fault for any reason e.g. unsuitable base/site, poor maintenance, use of defective materials supplied by the customer or misuse of the product, any rectification will be chargeable to the customer.

8.8 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.

9.1 Your order might be cancelled if the goods you ordered were listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our supplier.

9.2 We may cancel the order if we have offered at least 3 different delivery dates and these dates have been refused by the customer.

9.3 We may cancel the order if you fail to pay for the goods as outlined in the section ‘Payment’.

9.4 If we do cancel your order we will notify you and will refund you within 14 days. We will not be obliged to offer any additional compensation for disappointment suffered.

10.1 If you need to reach us, prior to delivery please

11.1 We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the General Data Protection Regulation). For details of our privacy policy please refer to our web-site www.dunsterhouse.co.uk/privacy-policy

12.1 Our form pages are secured using High Level 128-bit SSL Encryption. Credit card payments are processed by Sage Pay (formally Protx) using secure servers. All credit card numbers are encrypted in the software when the order is placed and are only decrypted after they reach our computer. They are not held in clear text on any web site.

13.1 If any term or other provision of this Agreement is determined to be invalid, illegal or incapable of being enforced by any rule or law, or public policy it will be severed from the Agreement. All other terms and provisions of this Agreement shall nevertheless remain in full force and effect.

14.1 Dunster House products are designed for Competent DIY assembly by two or more adults.

14.2 Please ensure that the products have been physically delivered and check that all parts are present and correct before confirming an assembly date or prior to engaging a third party to carry out the installation 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. (*Please note that a 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 may be longer). Remember that should you choose to use an external person or persons to assemble your products then allow time for them to understand the instructions and the parts delivered to your home.

14.3 All our Timber products are batch manufactured, sometimes weeks before delivery.  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 evident in pressure treated sections, due to their natural properties. This can be seen in any timber yard supplying Spruce or Pine. Timber products, once on site, will continue to react to weather conditions due to the fibrous nature of the material. Once assembled the internal environment created within the building will also affect the movement of the timber. With the exception of bearers, unless otherwise stated in the product description, our timber is planed and comparatively smooth. If you require a smoother finish you may wish to sand some of the timbers, but this is an individual choice. In some cases, customers have contacted us about perceived surface problems which can be easily resolved by simply sanding the affected area. In such cases we advise and would expect a customer to do so. Likewise, with minor gaps in timber which can be simply resolved by adding wood filler and then sanding.

14.4 Any machine work on sections will have been carried out whilst the timber sections are Kiln Dried to a moisture content of 18% or below. Where holes have been predrilled, they may require onsite adjustment if the timber has absorbed more moisture. The characteristics of timber are not those of extruded plastics, aluminium or other metals and will change far more noticeably with time and weather conditions. 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 and the quality of our timber compared to the industry norm is high, please read some of the Testimonials on our website. If you are not competent in understanding the nature of these types of timbers for use in an external environment, as we do not supply internal finish timbers, please do not purchase our products.

14.5 The development and appearance of the natural properties of timber are not defects with the product/s and are not a reason for trying to claim for repairs, replacements or refunds. We supply timber products designed for external garden use and our designs take into account the structural integrity of timber’s natural properties.

14.6 You will need to apply a quality wood preservative to all untreated timbers to protect them. You may also wish to seal the timber with a suitable high grade external timber sealer.

14.7 To assemble our timber products, you will need a reasonable variety of DIY tools, socket set, saw, hammer, drills, level etc. to facilitate drilling, nailing, sawing, screwing and checking for square level and plumb assembly and you will have to ensure that the base for your garden building will be level and square.

14.8 Sizes shown throughout our website or other literature are approximations and should be interpreted as such.

14.9 Please be aware that there may be minor differences between the products shown on our web-site, and the goods which are supplied, as our designs change over time.

14.10 Upon receiving your goods, we recommend you follow the assembly instructions carefully step by step, as we will not be held liable for damage claims due to incorrect assembly. Our Guarantees do not include cover for the following should the product fail or not perform due to the following: failure to correctly assemble the goods as per the assembly instructions, wilful damage, negligence and incorrect use. If you cannot locate your instructions please check the customer log in area on our website to download your instructions or contact our customer services department at [email protected].

14.11 These Terms and Conditions can only be amended in writing by a Director of Dunster House Ltd.

15.1 Under these Terms & Conditions “Force Majeure” is defined as any cause beyond our control including, but not limited to, War, Act of God, Act of Terrorism, Fire, Flood, Explosion, Natural Catastrophes, Civil/Military Disturbances, Strikes, Theft or Weather.

15.2 We will not be held liable or responsible for any failure or delay in our obligations under these Terms and Conditions if the failure or delay is caused by Force Majeure.

PLEASE CONTACT US IF YOU NEED THESE TERMS IN LARGE PRINT

Below is a copy of our Guarantees. Not all of these will be applicable to the product you have purchased. If any of the Guarantees are applicable please retain the below information. This information is also available on our website. 

Guarantees are not transferrable. 

Pressure Treated Timber Guarantee

Guarantee Details
Dunster House Ltd. (“the Guarantor”) hereby guarantees all pressure treated timber components against damage caused by insect infestation and fungal decay for the duration of 10 years from the first date of delivery.
Covered is the cost of re-supplying an identical or comparable component to replace a component that is proven to have failed as a result of fungal decay or insect attack. This includes the cost of transport of any such component to the customer’s original delivery address providing that this is within the territorial scope of this Guarantee. It does not cover the cost of installation of those components and does not cover the cost of dismantling and/or collection of the defective components. Consequential costs or losses are not covered.

The term ‘fungal decay’ as used in the Guarantee refers to wood destroying fungi that feed on and degenerate the wood cell walls. It excludes staining and mould fungi associated with the weathering of wood.
The term ‘insect attack’ refers to attack by wood digesting insects that destroy the timber structure.
The term ‘failed’ refers to damage caused by insects and/or fungi to such an extent that the component is no longer structurally sound.
This does not affect the statutory rights of consumers, or exclude or restrict the liability of the Guarantor for death or personal injury caused by negligence, or for fraudulent misrepresentation.

Conditions
1. Any claim must be made in writing and accompanied with a proof of purchase, details of failure and photographic evidence of failure.
2. Should the timber be cross cut or in any other way cut into, then exposed surfaces are to be brushed with an end grain wood preservative in accordance with the instructions on the end grain wood preservative container. End grain wood preservative can be purchased from multiple retailers and to find a supplier search ‘end grain wood preservative’ into an internet search engine.
3. The products must have been correctly installed and only subject to normal domestic use.
4. No Guarantee is offered on products subject to abuse, negligence, improper use, modifications or attachment to equipment other than our own.
5. Our products are pressure treated to Class 3 usage, and should only be used for out of ground contact situations – Use Class 3 usage
6. The shortening of timber posts should be avoided, if possible. If shortened, the cut end must never be used in ground contact and an end grain wood preservative should be applied.
7. The territorial scope of this agreement is the United Kingdom Only.

Exclusions
1. Any timber removed from its original installation and re-used at another location.
2. Natural changes to timber, such as splits, twists, warps, knots and knot holes.

Guarantor’s name and address:
Dunster House Ltd.
Factory 1
Elms Farm Industrial Estate
Caxton Road
Bedford
MK41 0LF

E-mail: [email protected]

Hot-Dipped Galvanised Steel Guarantee

Guarantee Details
Dunster House Ltd. (“the Guarantor”) hereby guarantees all hot-dipped galvanised steel components against damage caused by corrosion for the duration of 10 years from the first date of delivery.
Covered is the cost of re-supplying an identical or comparable component to replace a component that is proven to have failed as a result of corrosion. This includes the cost of transport of any such component to the customer’s original delivery address providing that this is within the territorial scope of this Guarantee. It does not cover the cost of installation of those components and does not cover the cost of dismantling and/or collection of the defective components. Consequential costs or losses are not covered.

The term ‘corrosion’ as used in the Guarantee refers to oxidisation of the iron contained within the steel.
The term ‘failed’ refers to damage caused by corrosion to such an extent that the component is no longer structurally sound.
This does not affect the statutory rights of consumers, or exclude or restrict the liability of the Guarantor for death or personal injury caused by negligence, or for fraudulent misrepresentation.

Conditions
1. Any claim must be made in writing and accompanied with a proof of purchase, details of failure and photographic evidence of failure.
2. The products must have been correctly installed and only subject to normal domestic use.
3. No Guarantee is offered on products subject to abuse, negligence, improper use, modifications or attachment to equipment other than our own.
4. Should the metal component be cross cut, notched, drilled or in any other way cut into, after it has been supplied to the customer, then the Guarantee will be void.
5. The territorial scope of this agreement is the United Kingdom Only.

Exclusions
1. Any metal component that has been used in a location which submerges/covers it in water or other substance which will cause it to corrode in a way that was unintended by the design of the product and its intended purpose.

Guarantor’s name and address:
Dunster House Ltd.
Factory 1
Elms Farm Industrial Estate
Caxton Road
Bedford
MK41 0LF

E-mail: [email protected]

Sealed Unit (Double Glazing) Guarantee

Guarantee Details
Dunster House Ltd. (“the Guarantor”) hereby guarantees all sealed unit components against visible condensation inside the sealed unit for the duration of 5 years from the first date of delivery.
Covered is the cost of re-supplying an identical or comparable sealed unit to replace a sealed unit that is proven to have visible condensation inside it. This includes the cost of transport of any such sealed unit to the customer’s original delivery address providing that this is within the territorial scope of this Guarantee. It does not cover the cost of installation of the sealed unit and does not cover the cost of removing and/or collection of the defective sealed unit. Consequential costs or losses are not covered.

The term ‘visible condensation’ as used in the Guarantee refers to water droplets forming against the inside surfaces of the panes of glass that are at least 0.5mm in diameter.
This does not affect the statutory rights of consumers, or exclude or restrict the liability of the Guarantor for death or personal injury caused by negligence, or for fraudulent misrepresentation.

Conditions
1. Any claim must be made in writing and accompanied with a proof of purchase, details of failure and photographic evidence of failure.
2. The products must have been correctly installed and only subject to normal domestic use and maintenance. This includes ensuring that drainage holes are kept free of obstruction and that packers are used underneath the sealed unit to hold the sealed unit up from the bottom of the sash.
3. No Guarantee is offered on products subject to abuse, negligence, improper use, modifications or attachment to equipment other than our own.
4. The territorial scope of this agreement is the United Kingdom Only.
Exclusions
1. Any sealed unit with broken glass or seals that have been tampered with.

Guarantor’s name and address:
Dunster House Ltd.
Factory 1
Elms Farm Industrial Estate
Caxton Road
Bedford
MK41 0LF

E-mail: [email protected]