Dunster House Ltd.
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Terms and Conditions

 

 

Our Terms and Conditions for products which are not being installed by us are shown directly below. Please click here to scroll down to our Installation terms and conditions if you are having your products installed by us.

 

About Us

Dunster House Ltd. is dedicated to your total satisfaction. If you have any suggestions or comments please contact us.

Contact Details:

Dunster House Ltd.
Caxton Road
Bedford
Bedfordshire
MK41 0LF
Phone: 01234 272445
Fax: 01234 272588

CATALOGUES: OUR WEBSITE CARRIES THE MOST UP TO DATE INFORMATION.
PLEASE DOWNLOAD YOUR PARTICULAR REQUIREMENTS.

VAT Registration Number: 623 8011 69
Company Number: 02913901

Terms and Conditions

 

By purchasing from Dunster House Ltd. it is assumed that the customer agrees to all terms and conditions. If you do not, please contact us in writing before any attempt to deliver/collect occurs to cancel your order for a full refund.

1.    Building Regulations

  1. 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:

 

 

2.         Delivery – Standard Service

  1. 2.1      Kerbside Delivery only.
  2. 2.2     You will need to ensure that someone is available all day on the day of delivery that is capable of assisting the driver in offloading the goods when they arrive. They will need to be capable of lifting heavy items of up to 25kg as we only send out one driver with our standard delivery service and some items weigh up to 50kg. In the event that such a person is not present when the delivery vehicle arrives goods will be returned to our premises and an attempted delivery charge will apply, see term 6. Products are typically delivered on a flatbed 7.5 ton truck (no crane) so will need to be unloaded by hand. Should you be unable or unwilling to help unload the delivery please contact our sales department ahead of your delivery date and pay for the two person delivery option and we will then unload the goods in line with the two person service terms below.

 

  1. 3.         Delivery – Two Person Service
    1. 3.1      Goods will be carried up to 50m from the delivery vehicle (Safely Parked at Kerbside) onto your property providing that access allows this, as set out below.
    2. 3.2      We do not carry items through a customer’s decorated building, e.g. a house. We will carry items through an outbuilding such as a garage where possible. It is up to the customer to remove anything from the outbuilding that could be damaged e.g. whilst large pieces of timber are carried through.
    3. 3.3     A clear route must be available for our delivery team to carry the goods from the kerbside to where you wish them to be placed. The route must be at least 750mm wide, free from obstructions (e.g. sharp corners, 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 at the end of the route. 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 kerbside for onward movement by the customer or returned with the driver in which case an attempted delivery charge will apply, see term 6.

 

  1.  4.         Delivery – ALL Services
    1. 4.1      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. 4.2     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.
    3. 4.3      As we operate throughout England, Scotland and Wales over large areas between depots we cannot give timed deliveries. Deliveries can occur between 8:00am and 7:00pm on the day of delivery. You can track your delivery vehicle on our web-site on the day of delivery so that you know how far away from you it is at any particular time on that day, we also typically send you a text when the vehicle is within 5 miles of the delivery address.
    4. 4.4      Please ensure that someone with the authority to accept the goods (you or your agent) is available all day on the day of delivery. 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 6.
    5. 4.5     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 6, unless you have given us prior written notice that this size of vehicle will not be capable of delivering to your site.
    6. 4.6     Any damaged/broken parts must be noted on the delivery discrepancy note and returned* with the driver at the point 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 £25 per single pane (£50 per double glazed unit) – alternatively please return the window or door with the driver at the point of delivery.)
    7. 4.7      If items are missing this must be noted on the delivery discrepancy note and we will then deliver them within a reasonable timeframe.
    8. 4.8      Our Drivers are not authorised to accept changes to our Delivery Notes, Terms & Conditions or give technical help.
    9. 4.9      All of our products come wrapped in protective packaging for transporting from our factory to your door. As we deliver on 7.5 ton flatbed trucks, our drivers are unable to secure packaging to take it away with them, in case it were to blow onto the road, so this must be disposed of by the customer. However, until you have fully installed your garden building the packaging is likely to help with protecting stored parts and part built products from the elements.

 

  1. 5.           Back Orders
    1. 5.1      Although we hold large stocks of items, if the particular item/s you have ordered are not in stock, we will back order for you. Should this mean that delivery will occur later than the ‘anticipated delivery date’ or ‘delivery within approximately’ timeframe then when we contact you to arrange a delivery date you can, if you prefer not to wait, cancel the order and receive a full refund providing that we haven’t already delivered or attempted to deliver any items (in which case cancellation may still be possible but reasonable deductions for our costs may be made from any refund given).

 

  1. 6.           Additional Costs
    1. 6.1      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 6.2 assuming our normal methods/vehicles were utilised.
    2. 6.2      The attempted delivery costs for orders up to a value of £1000 are:

within 80 miles of the closest Dunster House branch = £50

within 80-115 miles of the closest Dunster House branch = £60

within 115-150 miles of the closest Dunster House branch = £70

The attempted delivery costs for orders between a value of £1000 and £3500 are:

within 80 miles of the closest Dunster House branch = £70

within 80-115 miles of the closest Dunster House branch = £85

within 115-150 miles of the closest Dunster House Branch = £100

The attempted delivery cost for orders over £3500 in value, or over 150 miles away from the closest Dunster House branch, will be calculated at the time.

The attempted delivery cost to Scotland will also carry a surcharge of £50-65. Attempted deliveries with our two person delivery service will carry a surcharge of £20.

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

  1. 6.3      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.

 

  1. 7.         Payment
    1. 7.1       Payment must be made in full in cleared funds at least 2 working days before delivery (if we are delivering to you) or up to the day of collection (if you are collecting the goods).
    2. 7.2       If we are delivering to you and you are paying with a Credit/Debit card it will need to be either; registered to the delivery address; or, have passed a 3D secure check (sometimes known as 'verified by Visa' or similar – only possible with online payments); or, you can pay by Chip and Pin at one of our branches. You can also pay by bank transfer, remotely, or by cash (exact change) at one of our branches.
    3. 7.3       If you are collecting you can pay in cash (exact change) or credit/debit card by Chip and Pin as you collect.
    4. 7.4       Cheques, Bankers Draft or Printed Building Society Cheques are not accepted as cleared funds (as they can be fraudulent) and must be received by us a minimum of 10 working days before delivery/collection.

 

  1. 8.          Your Right to Cancel: (Sold at a Distance)
    1. 8.1       Unless the customer has visited one of our show sites or exhibitions, customers who order by telephone, mail order or on-line have the right to cancel any order (excluding any bespoke, made to order, one off items such as the Alexander, Theodore or Lienne Garden Offices, Pressure Treated Log Cabins and Log Garages. Please note: this list is not exhaustive). The cancellation period will expire after 14 days from the day on which you or your agent acquires physical possession of the last good.
    2. 8.2       Any notification of cancellation must be made in a clear statement in writing, either by post to Customer Services, Dunster House Ltd. Caxton Road, Bedford, MK41 0LF, or email to cs@dunsterhouse.co.uk. If you wish to use our Cancellation Form then please find it on the following web page www.dunsterhouse.co.uk/cancellations, 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.
    3. 8.3     The goods must be returned without undue delay and in any event not later than 14 days after the day on which cancellation is made.
    4. 8.4     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; all timbers need to be protected against water so that their moisture content remains at 18% or below, and all timbers should be stored in a flat and level position along their entire length to prevent induced warping.
    5. 8.5      Returned goods will be inspected and refunds will take place within 14 days after the items have been returned.
    6. 8.6      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).
    7. 8.7     If any of the goods form a commercial unit, then the customer 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.
    8. 8.8     If the customer cancels 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.
    9. 8.9     If the customer cancels any goods after they have been delivered 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 may be up to the total contract price. Your statutory rights are not affected.

 

  1. 9.            Rectifying Defects
    1. 9.1    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 contact us in writing, either by post to Customer Services,  Dunster House Ltd. Caxton Road, Bedford, MK41 0LF, or email to cs@dunsterhouse.co.uk.
    2. 9.2    Please note that any problems that occur due to the natural properties of the materials are not defects; please see ‘important’ section for more information, although this information is not exhaustive.
    3. 9.3      We will request 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.
    4. 9.4      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.
    5. 9.5     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.
    6. 9.6      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.

 

  1. 10.          Cancellation by us
    1. 10.1     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.
    2. 10.2     We may cancel the order if we have offered at least 3 different delivery dates and these dates have been refused by the customer.
    3. 10.3     We may cancel the order if you fail to pay for the goods as outlined in the section 'Payment'.
    4. 10.4     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. 

 

  1. 11.         Reaching us
    1. 11.1         If you need to reach us, prior to delivery please

                call us on:               01234 272 445, or

                write to us at:        Dunster House Ltd, Caxton Road, Elms Farm Industrial Estate, Bedford, Bedfordshire, MK41 0LF, or

                call in to one of our branches

  1. 11.2         For all post-delivery enquires please write to us detailing your query through either: e-mail at cs@dunsterhouse.co.uk or post your enquiry to: Customer Services, Dunster House Ltd, Caxton Road, Bedford, MK41 0LF. This will enable us to comprehend your query and respond appropriately and professionally. Please refer to our website for Customer Services opening times.

 

  1. 12.         Privacy Policy
    1. 12.1      We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). For details of our privacy policy please refer to our web-site www.dunsterhouse.co.uk/privacy-policy

 

  1. 13.       Credit Card Security
    1. 13.1      Our form pages are secured using High Level 128-bit SSL Encryption. Credit card payments are processed by SagePay (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.

 

  1. 14.       Invalidity/Severability
    1. 14.1      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.

 

  1. 15.        Important
    1. 15.1       Dunster House products are designed for Competent DIY assembly by two or more adults.
    2. 15.2       You are embarking on a journey of constructing a long term product for your home and you should allow time to understand and check the instructions, parts and nature of the materials that you will be using, this may take hours to days depending on the size of the project that you are undertaking. The assembly process will vary according to individual abilities and complexity of the project. Any indication given in our website or literature as to time required to assemble a product must be deemed as approximate as wood is a natural product and may require manipulation prior to assembly. In the event that some of the timbers are warped and prove difficult to assemble, competent manipulation, e.g. light wetting, sensible weight application and slowly (over a few days if necessary) heating or cooling can overcome the majority of warping to allow assembly.
    3. 15.3      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. Please note that we have invested a lot of time and knowledge into training our installation teams to ensure a smooth installation of our Garden Buildings and this is an option for most of our Garden Buildings, please see individual products for this service.
    4. 15.4      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. Wood is a natural product and all trees are different with different properties. These properties can include colour differences, warping, twisting, shakes, splits, knots, knot holes and varying surface finishes and are part of the natural properties of this type of material. These properties are normal for externally used timber, and cannot be guaranteed against. Sometimes deep and wide shakes and cracks can appear unsightly but we have calculated for these in our designs. Minor adjustments may have to be undertaken on site due to the nature of timber.
    5. 15.5     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.
    6. 15.6      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. You can also view our products at our display sites as we are not an internet-only Company. 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.
    7. 15.7     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.
    8. 15.8     You will need to apply a quality wood preservative to all untreated timbers to protect them. You may also seal the timber with a suitable high grade external timber sealer to reduce the amount of warping, twisting, splitting etc. that can occur over time.
    9. 15.9     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.
    10. 15.10    Sizes shown throughout our website or other literature are approximations and should be interpreted as such.
    11. 15.11    Please be aware that there may be minor differences between the products on display at our display sites or as shown on our web-site, and the goods which are supplied, as our designs change over time.
    12. 15.12    In the event of conflict between these Terms and Conditions and any statement made by a representative of the Company, these Terms and Conditions shall take precedent.
    13. 15.13    These Terms and Conditions can only be amended in writing by a Director of Dunster House Ltd.

 

PLEASE CONTACT US IF YOU NEED THESE TERMS IN LARGE PRINT

 

 

Installation Terms and Conditions

 

By purchasing from Dunster House Ltd. it is assumed that the customer agrees to all terms and conditions. If you do not, do not sign the Installation Agreement, instead please contact us in writing before any attempt to deliver/collect occurs to cancel your order for a full refund.

 

   1.      Building Regulations

      1.1    By purchasing this product the customer agrees with all of the following statements:  

 

2.      Delivery

    2.1   Time shall not be of the essence in this contract. We always use our best endeavours to deliver/install, within the ‘Delivery within  approximately’ timeframe shown on your copy of the order confirmation. We will contact you to agree a delivery/install date with you prior to us actually delivering/installing. In the unlikely event that something delays your delivery/install, we will reorganise your delivery/install date within a reasonable period of time.

  1. 2.2   As we operate throughout England and Wales over large areas between depots, we cannot give timed deliveries. Deliveries can occur between 8:00am and 7:00pm on the day of delivery, although typically they will be in the morning as we tend to book the installation to start on the same day as delivery. You can track your delivery vehicle on our web-site on the day of delivery so that you know how far away from you it is at any particular time on that day, we also typically send you a text when the vehicle is within 5 miles of the delivery address.
  2. 2.3  Please ensure that someone with the authority to accept the goods is available all day on the day of delivery. Should we arrive and no-one is present to accept the goods we will wait for 15 minutes and attempt to contact you by phone but after this time will leave site and an attempted delivery/installation fee will be charged, see term 8.
  3. 2.4   You must advise us if there are access difficulties. We generally deliver with a 7.5 Ton HGV flatbed truck. Depending upon the size and wall thickness a product can typically weigh between 1.0 and 4.0 tonnes. If we try to deliver, using this vehicle, and cannot do so due to foreseeable problems such as access restrictions, width of road etc. then we will charge you an attempted delivery/installation fee, see term 8, unless you have given us prior written notice that this type of vehicle will not be capable of delivering to your site.
  4. 2.5   We require that you provide legal parking facilities for all Dunster House Ltd vehicles for the duration of the work carried out. If roadside parking is chargeable it is the responsibility of the Customer to provide parking permits or pay for parking as necessary.
  5. 2.6   We will carry the goods up to 100m from the delivery vehicle (safely parked at kerbside) onto your property providing that access allows this, as set out below:

 

2.7   If we have attempted delivery/installation, but been unable to do so due to a breach of terms shown above, an attempted delivery/installation charge will apply, see term 8.

2.8   Upon delivery the customer must check the number/type of packages against the delivery note, as we may be installing on the customer’s property over a period of time and items stored outside may go missing overnight. The customer will need to sign the delivery note to acknowledge what number/type of packs have been received against the items listed on the delivery note (not the individual contents of every pack). If items are missing at the time of delivery please make a note of this on the delivery discrepancy note or we will charge you to replace them, we will deliver any missing items so noted within a reasonable timeframe to facilitate their installation.

 

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

 

2.10   All packaging will be removed from your property and disposed of by Dunster House Ltd at the end of the installation.

 

  1. 3.        Back Orders
    1. 3.1     Although we hold large stocks of items, if the particular item/s you have ordered are not in stock, we will back order for you. Should this mean that delivery will occur later than the anticipated delivery date then when we contact you to arrange a delivery/installation date you can, if you prefer not to wait, cancel the order and receive a full refund providing that we haven’t already delivered/installed or attempted to deliver/install any items (in which case cancellation may still be possible but deductions may be made from any refund given).

 

  1. 4.        Health and Safety & the Space required around the Garden Building
  2. We place great emphasis on Health and Safety and will carry out a Generic Risk Assessment upon arrival on the day of installation.
  3. 4.1       To ensure that your site is suitable please check the following statements are true for your site:

PLEASE NOTE This does NOT apply to Thatched Gazebos, Greenhouses, Lienne Garden Offices or Alexander Garden Offices where only 600mm is required to each side and back. For clarity, Greenhouse/Shed Combos DO require the spaces as illustrated due to the shed part. These spaces are required to give our installers enough space for fall landing bags as they will be working on the roof of your Garden Building during assembly. This will also give you room to apply treatment to your Garden Building (if not pressure treated) when we have completed the Installation. The measurements are from the wall not the roof overhang.

 

http://dunsterhouse.co.uk/img/terms/wallwitheave.jpg
Side view: Wall With Eave
http://dunsterhouse.co.uk/img/terms/wallwithapex.jpg
Side view: Wall with Apex
http://dunsterhouse.co.uk/img/terms/hexagonalrood.jpg
Hexagonal Roof = Eaves all round
http://dunsterhouse.co.uk/img/terms/apexontwosides.jpg
Apex on two sides, Eaves front & back
http://dunsterhouse.co.uk/img/terms/eavesontwosides.jpg
Eaves on two sides, Apex front & back
http://dunsterhouse.co.uk/img/terms/pyramidorhippedroof.jpg
Pyramid or Hipped roof = Eaves all round
 
  1. 4.2      Should our installers be unable to continue working due to a breach of these terms they may be removed from site to return at a later date. If this occurs additional costs will be due as per term 8.
  2. 4.3      The customer as the site owner/occupier may be liable should anything occur upon the site which is outside of our control and results in injury. Please check your household insurance to ensure that you are covered for such eventualities.

 

5.      Base Preparation

If you have NOT bought one of our Premiumplus RapidPad Foundation systems then prior to us commencing work on site you will need to have built a suitable base.

  1. 5.1      Your base needs to be level (+/-1cm across its length and/or width) and of a sufficient size.
  2. 5.2      Your base needs to be sufficiently hard for our installers to work upon safely; if you are laying a concrete base we suggest that you give it at least 3 days to harden prior to installation commencing.
  3. 5.3      When our installers arrive on site we will check the level and size of the base and whether or not it is sufficiently hard for our installers to be able to safely work on. If we find the base is not correct in any of these ways we will discuss this with you and either ask you to sign a disclaimer to allow us to continue work, if possible, or charge you for the delay caused, see term 8, and return on another date once the problems have been rectified.
  4. 5.4      We do not inspect the suitability of your base to support the building without ground movement. We do not check the integrity of the base. Our Installers are not engineers. Any problems with the products that arise from inadequate support from the base are the responsibility of the customer.
  5. 5.5      For Guidance on how to build a base see our ‘Base Preparation Guidelines’ which are enclosed.

 

6.      RapidPad Site Survey

If you HAVE bought one of our Premiumplus RapidPad Foundation systems then prior to us commencing work on site you will need to have surveyed the site to ensure it is suitable for this system.

  1. 6.1      Your ground must be capable of withstanding a pressure of 17 Kpa – this assumes a weight of around 200kg per RapidPad (Normally sufficient for the building and its contents unless the contents are unusually heavy). Dependent upon foot traffic there is the potential for some dynamic movement also.
  2. 6.2      There is a total of 100mm of vertical height adjustment within the RapidPads
  3. 6.3      If your site is either; only soil/grass, or, only hard standing; then the entirety of your site under the proposed Garden Building must be within 100mm downwards of a level line which will be the height of the bottom of the bearers.
  4. 6.4      If your site consists of part soil/grass and part hard standing such as concrete, this will reduce the adjustability of the RapidPads as the ones on top of the Hard Standing cannot be dug in by 40mm and so this requires your site to be within 60mm downwards of a level line.
  5. 6.5      When our installers arrive on site we will check the site is level across the full length/width within the limits outlined above. If we find it is not we will discuss this with you and ask you to either sign a disclaimer to allow us to move soil and build up the areas if possible and within certain time limits, or charge you for the delay caused, see term 8, and return on another date once the problems have been rectified.
  6. 6.6      We do not inspect the suitability of your ground to support the RapidPad and Building without ground movement. Any problems with the products that arise from inadequate support from the ground are the responsibility of the customer.
  7. 6.7      For Guidance on how to check the suitability of your site for RapidPads see our ‘RapidPad Site Survey’ which is enclosed.

 

7.      Payment

  1. 7.1      Payment must be made in full in cleared funds at least 2 working days before delivery/installation.
  2. 7.2      If you are paying with a Credit/Debit card it will need to be either; registered to the delivery address; or, have passed a 3D secure check (sometimes known as ‘verified by Visa’ or similar – only possible with online payments); or, you can pay by Chip and Pin at one of our branches. You can also pay by bank transfer, remotely, or by cash (exact change) at one of our branches.
  3. 7.3      Cheques, Bankers Draft or Printed Building Society Cheques are not accepted as cleared funds (as they can be fraudulent) and must be received by us a minimum of 10 working days before delivery/installation.

 

8.      Additional Costs

  1. 8.1      We assess the weather conditions during the installation process.  If, in our reasonable view, conditions do not allow installation to continue, we may leave site and return at a later date to complete the work. In these circumstances any additional time taken will be at our cost.
  2. 8.2      If we are delayed or have to leave site for any reason through a breach of terms by the customer (such as inadequate access, insufficient/restricted storage or working space, health and safety concerns, base problems etc., as outlined in the terms of this agreement) all reasonable applicable costs incurred by us will be charged to the customer (such as attempted delivery costs and/or installation costs), and payment will be required before we re-commence work.
  3. 8.3      A typical charge for 1 lost installation day for a two person installation team can be £700, for a three person team £950.

A typical attempted delivery cost can be between £50 and £185.

These charges will vary and reflect our true costs in each case, Please note: the delivery/install cost noted on an order/invoice does not show the true cost of delivery/install.

  1. 8.4      Should delivery be possible, and carried out, but installation is not possible (due to a breach of terms by the customer) then only the installation charge will apply.
  2. 8.5      In cases where delivery is not possible (due to a breach of terms by the customer) then by default installation will also not be possible and both charges may apply.

 

9.      Other Additional Costs - Cancellation of pre-agreed installation date

  1. 9.1      We book installation dates in advance for customer convenience and to ensure economical use of staff and vehicles to provide you with the price you have paid. By cancelling a pre-agreed date you reduce our ability to economise our overheads and therefore will incur charges to compensate for this.
  2. 9.2      Charges for cancellation or re-arrangement of a pre-agreed installation date are as follows: 
  1. 9.3      Due to the nature of ‘Building Works’ we are unable to guarantee any specific start or completion dates, but will use our best endeavours to complete the work in the shortest time possible once installation has started.

 

10.    Your Right to Cancel: (Sold at a Distance)

  1. 10.1      Unless the customer has visited one of our show sites or exhibitions, customers who order by telephone, mail order or on-line have the right to cancel any order (excluding any bespoke, made to order, or one off items, for example an Alexander or Lienne Garden Office).
  2. 10.2      This right to cancel ends on the expiry of a period of 14 calendar days after the order has been placed, or sooner if the service has been fully performed and the customer has signed the Installation Agreement to indicate that the service should begin within the cancellation period.
  3. 10.3      Any notification of cancellation must be made in a clear statement in writing, either by post to Customer Services, Dunster House Ltd. Caxton Road, Bedford, MK41 0LF, or email to cs@dunsterhouse.co.uk. If you wish to use our Cancellation Form then please find it on the following web page www.dunsterhouse.co.uk/cancellations, 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.
  4. 10.4      The goods must be returned without undue delay and in any event not later than 14 days after the day on which cancellation is made.
  5. 10.5    The goods should be returned in their original condition (unassembled) 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.
  6. 10.6      Returned goods will be inspected and refunds will take place within 14 days after the items have been returned.
  7. 10.7      Refunds may be subject to a deduction up to the contract price covering any reasonable costs incurred by the Company up to the time the Company is informed of the cancellation by the customer, such as: attempted delivery/installation costs in the case of any failed delivery/installation attempts which were the fault of the customer, increased delivery costs if you have chosen something other than our least expensive delivery service, installation costs, 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 been damaged or weathered)
  8. 10.8      If any of the goods form a commercial unit, then the customer 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.
  9. 10.9      The customer will make suitable arrangements to return 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 may be up to twice the total contract price. Your statutory rights are not affected.

 

11.    Cancellation by us:

  1. 11.1     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.
  2. 11.2      We may cancel the order if we have offered at least 3 different delivery dates and these dates have been refused by the customer.
  3. 11.3      We may cancel the order if you fail to pay for the goods as outlined in the section 'Payment'.
  4. 11.4   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.

 

12.   Location of Garden Building and Orientation of Doors, Windows, options etc.

  1. 12.1      Our installers will install the building in the location and orientation clearly identified by you, the customer, or your agent as they arrive on site, so you or your agent will certainly need to be on site as the installers arrive.
  2. 12.2      We advise that customers or their agent should be present at all times during the installation so that they can identify to the installers where the building or parts of the building should be built as these elements are starting to be installed, as there can be several different ways in which any particular building can be erected. If you are not on site at any time during the build when the location of the building or parts of the building needs to be decided then the installers will use their best judgement about where to assemble these items.
  3. 12.3      We will NOT reposition items if you identify different locations once the garden building or parts of the garden building are part or fully built, so if this is important to you please remain on site at all times. In all cases you will need to be on site once the building is completed, see terms 13.2 & 13.3.

 

13.   Completion of Installation

  1. 13.1      Nails and screws will be secured so that they do not protrude, excess materials and rubbish such as: roofing materials, timbers, screws etc, will be removed from site. The windows, doors and optional shutters, skylight etc will open and close and operate normally at the time the installation is completed.
  2. 13.2      On completion of the installation the building must be inspected by the Customer (or Customer’s representative, acting as the Customer’s Agent) with our Senior Installer.  At the same time or before our Installation Team leaves the site, the Customer (or agent) will be given a Completion Certificate to sign (copy enclosed).  Should there be any issues with the installation please note them on this document prior to signing it. If no notes are made to the contrary then the job is complete and deemed to have been finished to a satisfactory standard.
  3. 13.3      If at the completion of the installation, the Customer or Customer’s Agent are not on site to inspect the installed product/s and sign the Completion Certificate, our Installation Team will sign the certificate and leave site. As the customer or their agent was not on-site, this is a breach of contract on the part of the customer, so the job is complete and deemed to have been finished to a satisfactory standard and any issues that subsequently arise from parts or functions that would normally have been checked off with the customer or their agent at this stage, but may be caused by something other than improper installation, will be the responsibility of the customer.

 

14.    Treatment

  1. 14.1      Exposed untreated timbers should be treated with an appropriate timber preservative finish immediately after installation. This is not part of our installation service even if you have bought the painted on treatment from us (it is supplied in tins). You may also seal the timber with a suitable high grade external timber sealer to reduce the amount of warping, twisting, splitting etc. that can occur over time.
  2. 14.2      Please periodically treat your product within the timeframes specified for the treatment you are using. You do not need to treat Pressure treated products against fungal decay and insect infestation for the first 10 years. Pressure treated products should not be buried or in contact with water for prolonged periods.

 

15.    Maintenance

  1. 15.1      Timber is a natural product and the building will ‘settle’.  As a result splits, cracks and movement of timbers will always occur after installation, and adjustments may become necessary (including adjustments to; the doors and windows as they may drop, expand, contract and warp; filling in any cracks that may appear between plasterboards; refitting storm braces as the building settles, pushing down wall logs that may not settle due to friction or customer additions, etc).  Such adjustments and/or repairs are not part of the installation service and should be carried out by the customer. Please see the ‘Important’ section in these terms for further details on the properties of timber. Alternatively, Dunster House Ltd may be able to carry out such work strictly on a chargeable basis.
  2. 15.2      You may find the remedies to maintenance issues within the installation manual for the product. If the information is not available there then you can contact our customer services team at cs@dunsterhouse.co.uk

 

16.    Rectifying defects

  1. 16.1    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/installation please contact us in writing, either by post to Customer Services,  Dunster House Ltd. Caxton Road, Bedford, MK41 0LF, or email to cs@dunsterhouse.co.uk.
  2. 16.2      Please note that any problems that occur due to the natural properties of the materials are not defects; please see ‘important’ section and ‘Maintenance’ section for more information, although this information is not exhaustive.
  3. 16.3     We will request 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.
  4. 16.4      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.
  5. 16.5     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.
  6. 16.6      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.

 

17.    Reaching us:

  1. 17.1      If you need to reach us, prior to delivery please:

call us on: 01234 272 445, or

write to us at: Dunster House Ltd, Caxton Road, Bedford, Bedfordshire, MK41 0LF, or

call in to one of our branches

  1. 17.2      For all post-delivery enquires please write to us detailing your query through either: e-mail at cs@dunsterhouse.co.uk or post your enquiry to Dunster House Ltd, Caxton Road, Bedford, MK41 0LF. This will enable us to comprehend your query and respond appropriately and professionally. Please refer to our website for Customer Services opening times.

 

18.    Privacy Policy

  1. 18.1      We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). For details of our privacy policy please refer to our web-site www.dunsterhouse.co.uk/privacy-policy.

 

19.    Credit Card Security

  1. 19.1      Our form pages are secured using High Level 128-bit SSL Encryption. Credit card payments are processed by SagePay (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.

 

20.    Invalidity/Severability

  1. 20.1      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.

 

21.    Important:

  1. 21.1      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. The characteristics of timber are not those of extruded plastics, aluminium or other metals and will change far more noticeably with time and environmental conditions. Wood is a natural product and all trees are different with different properties. These properties can include colour differences, warping, twisting, shakes, splits, knots, knot holes and varying surface finishes and are part of the natural properties of this type of material. Sometimes deep and wide shakes and cracks can appear unsightly but we have calculated for these in our designs, and they cannot be guaranteed against.
  2. 21.2      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.
  3. 21.3      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 timber imperfections which can be simply resolved by adding wood filler and then sanding.
  4. 21.4      We supply many thousands of our products each year to many satisfied customers who understand the beauty of 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. You can also view our products at our display sites as we are not an internet-only Company. 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.
  5. 21.5      If it is your intention to organise for a third party to carry out work on the garden building once it has been installed then please ensure that you only book these third parties once the installation has actually been completed and you have had the chance to check anything that may be affected by the third party’s work, so that in the unlikely event that parts may be missing, wrong or damaged you ensure we have reasonable time* to arrange for delivery and installation of new parts before confirming an assembly date or prior to engaging a third party to carry out any works. (*Please note that reasonable time would typically be within two to four weeks assuming replacement parts are in stock, however if we have to back order or manufacture parts then the time frame may be longer).
  6. 21.6      Sizes shown throughout our website or other literature are approximations and should be interpreted as such.
  7. 21.7      Please be aware that there may be minor differences between the products on display at our display sites or as shown on our web-site, and the goods which are supplied, as our designs change over time.
  8. 21.8      In the event of conflict between these Terms and Conditions and any statement made by a representative of the Company, these Terms and Conditions shall take precedent.
  9. 21.9      These Terms and Conditions can only be amended in writing by a Director of Dunster House Ltd.

 

PLEASE CONTACT US IF YOU NEED THESE TERMS IN LARGE PRINT