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Dunster House Ltd.
Incorporated. 1994
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Returns Policy

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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. 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 visited one of our show sites or exhibitions, 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, a Helena or Titania Garden Office). This right to cancel ends on whichever the sooner is of either: the expiry of a period of 7 working days after the order has been placed or; the performance of the services has begun with the customer’s agreement. 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 must be returned in their original condition (unassembled) as at the time of delivery. Returned goods will be inspected and refunds will take place within 30 days after the items have been returned. Refunds may be subject to a fee covering any reasonable costs incurred by the Company such as attempted delivery costs in the case of previous failed delivery/ attempts, cost of items not returned in original condition, credit card processing cost, admin cost where applicable and the cost of any plans for bespoke items.


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 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 Customers Services enquiry post-delivery please write to us detailing your query through either: This websites enquiry form, email, fax to 01234 272588 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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