Returns 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. 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. 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 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. If the customer cancels any goods that are not actively being delivered by our delivery vehicle at the time of cancellation (e.g. at any point after the goods have been delivered and the vehicle delivering them has already left the delivery address or goods that are/have been delivered by courier) then the customer will make suitable arrangements to return such goods at the customer’s own cost and risk. Depending upon the method used to return the goods the cost to the customer will vary, and maybe up to the contract price. Your statutory rights are not affected.

The development and appearance of the natural properties of timber are not a reason for the return of goods and are not faults, so is not a reason for the return of goods or 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 the customer has visited one of our show sites or exhibitions, customers who order by telephone, mail order or online have the right to cancel any order (excluding any bespoke, made to order, or one-off items, for example, a Helena or Titania Garden Office). The cancellation period will expire after 14 days from the day on which you or your agent acquires physical possession of the last good.

Any notification of cancellation must be made in writing, either by post, fax or email. In the case that you have made any alterations to the goods such as treating them then they will be deemed to have been accepted and not subject to cancellation. 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. Such handling is beyond what is necessary for this if it goes beyond the sort of handling that might reasonably be allowed in a shop. 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 need to be protected against water so that their moisture content remains at 18% or below. 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.

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 e.g. unsuitable base/site, poor maintenance or misuse of product any rectification will then be chargeable to 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.

If you have a Customer Services enquiry post-delivery please write to us detailing your query through either: This website's enquiry form, email cs@dunsterhouse.co.uk, fax to 01234 272588 or post to Dunster House Ltd, Factory 1, Caxton Road, Elms Farm Industrial Estate, Bedford, Bedfordshire MK41 0LF. This will enable us to comprehend your query and respond appropriately and professionally.

Follow us