Before purchasing any of our products, please ensure you have read and understood our Terms and Conditions and are satisfied with the product descriptions and specifications provided.
Dunster House products are designed for competent DIY assembly by two or more adults. Before starting assembly, please read the supplied instructions thoroughly and ensure you fully understand the project requirements.
If you plan to use a third party for assembly, please:
- Ensure the product has been fully delivered and you are satisfied with its condition
- Check that all parts are present and correct
- In the unlikely event of any issues (e.g. missing or damaged parts), allow reasonable time for us to resolve them
Only once all these steps have been completed should you confirm an assembly date with your chosen third party.
Damaged or Missing Parts at Delivery
If any items are damaged or missing upon delivery, please:
- Report the issue directly to the delivery driver, who will record it on their Proof of Delivery (POD) handset
- Depending on the situation, either return the affected parts with the delivery driver or, particularly in the case of prefabricated items, retain the affected parts (ownership of which will transfer to you), and Dunster House will send a replacement component to enable a repair. Please follow whichever option is most practical for resolving the issue efficiently.
- Retain all packaging associated with the delivery
Following these steps helps us resolve the issue promptly and accurately.
Returns at Point of Delivery
If, at the point of delivery, you decide the product is unsuitable or not to your liking, please inform the delivery driver and ask them to return the entire product.
In this case, the goods will be taken back immediately on the same vehicle, and we will issue a full refund with no collection charge.
Collection Charges
If you accept delivery of the goods but later request a return—provided the goods are unused, unassembled, and in the same condition as delivered—we can arrange a collection.
This service is chargeable. For current rates, please refer to the Collection Fees section in our Terms & Conditions (Section 7).
Please note that once you have taken receipt of the goods, ownership transfers to you, and you become responsible for their care, condition, and safekeeping.
Natural Timber Characteristics
Timber is a natural material and may display features such as splits, knots, and shakes. These are inherent characteristics, not defects, and do not affect the performance or structural integrity of the product.
As such, these natural features are not valid reasons for return or refund.
Our products are specifically designed for outdoor use, and our designs take into account the natural behaviour of timber.
Cancelling an Order
You have the right to cancel your order within 14 days of physically receiving the goods. Returns made after 14 days are discretionary and assessed based on the item’s condition.
Please note: Bespoke, one-off, or made-to-order products (e.g. uPVC windows and doors) are non-returnable under any circumstances.
To cancel your order, you must notify Customer Services in writing via one of the following:
- Email: [email protected]
- Post: Dunster House Ltd., Factory 1, Caxton Road, Bedford, MK41 0LF
- Using our online contact form
We will then confirm receipt of your cancellation request, in writing.
If Dunster House is arranging the collection, please note:
- Collections are chargeable. For current rates, please refer to the Collection Fees section in our Terms & Conditions (Section 7).
- Due to pre-planned delivery and collection routes, we aim to collect goods within 28 calendar days of the return request being accepted.
- Once the goods have been delivered, ownership transfers to the customer. It is therefore the customer’s responsibility to ensure that the goods are kept in good, resalable condition until collected.
- Collection will take place from the original point of delivery (e.g. front of the property).
If you are returning goods yourself – either in person or by post/courier – Customer Services will confirm the appropriate return address and issue a Return Order Number. This number must be clearly referenced on or within the returned package. You must return the goods within 14 days of your cancellation request being confirmed.
In the event of a dispute, it is the customer’s responsibility to provide evidence of when the cancellation was made.
Returned goods must be in the same condition as received, except for any handling necessary to assess the nature, characteristics, or functioning of the product.
Returning Goods (Change of Mind)
You may return goods if they are unsuitable – for example, if you ordered the wrong size or have changed your mind. Once the goods have been delivered, ownership transfers to you, and you become responsible for their care, condition, and safekeeping.
The following conditions apply to all returns:
- All return requests must be made in writing to Customer Services, via one of the following methods:
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- Email: [email protected]
- Post: Dunster House Ltd., Factory 1, Caxton Road, Bedford, MK41 0LF
- Using our online contact form
- Goods must be in a resalable condition
- Photos are required to confirm whether the product has been used, assembled, or affected by weathering (e.g. sun bleaching)
- Items such as paint must be unopened
- Original packaging is not required, but goods must be suitably protected for transit
- Goods must be placed at the front of the property, where they were originally delivered to, ready for collection
- Returns made within 14 days of delivery will only be accepted if the customer agrees to cover collection costs
- For current collection rates, please refer to Section 7 of our Terms & Conditions
- Returns after 14 days are considered at our discretion, based on the condition of the goods
We do not accept returns for:
- Bespoke, one-off, or made-to-order products (e.g. uPVC windows and doors)
- Products that are used, assembled, altered, or damaged beyond resale, unless this has been agreed with us in writing
Refunds
Refunds will be issued within 14 days of Dunster House receiving and inspecting the returned goods.
Please note: Refunds may be subject to deductions, up to the value of the contract, to cover any reasonable costs incurred by Dunster House, including:
- Delivery failures caused by customer error
- Goods returned in a non-resalable condition
- Any signs of treatment, modification, or weather exposure (e.g. sun-bleached timbers)
- Used, damaged, or missing parts
If your goods form part of a commercial unit, the entire unit must be returned to qualify for a refund.
- A ‘commercial unit’ is defined as a set of goods where separating individual items would materially impair the value or character of the unit.
Faulty Goods or Defects
If your product develops a fault or defect after delivery, please contact Customer Services in writing (via email, post, or our online contact form) and include:
- A clear description of the issue
- Photographs of the fault, to help us determine its cause
If the fault is found to be:
- Due to customer error (e.g. unsuitable base, poor maintenance, misuse), any rectification will be chargeable to the customer
- Due to a manufacturing defect, we will repair, replace, or refund at no cost to the customer
We kindly ask that you give us a reasonable opportunity to resolve the issue. If you choose to carry out repairs independently or via a third party, we will not be able to reimburse those costs.
Customer Service Support
For cancellations, return requests, or post-delivery enquiries, contact our team:
- Email: [email protected]
- Post: Dunster House Ltd., Factory 1, Caxton Road, Bedford, MK41 0LF
- Using our online contact form
We aim to respond promptly and support you throughout the process.