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Dunster House Ltd.
Established 1994
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Lines re-open today at 8:30AM
Terms and Conditions

Our Terms and Conditions for products are shown directly below. 

For further information regarding our products, please click here to visit our Consumer Information page

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.
Factory 1
Caxton Road
Elms Farm Industrial Estate
MK41 0LF
Phone: 01234 272445
Fax: 01234 272588


VAT Registration Number: 623 8011 69
Company Number: 02913901

By purchasing from Dunster House Ltd. it is assumed that the customer agrees to all terms and conditions. 
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:
• The building will contain NO sleeping accommodation (Not applicable to our camping pod buildings).
• 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.
• 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. 
• 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 We will contact you with a delivery date prior to delivery., in accordance with the turnaround times advised on our website at the time of sale. Turnaround times are specified on your order confirmation. Turnaround times state the number of working days within which your delivery date will be. Working days are hereby defined as Monday to Friday.
2.2 Goods will be delivered either as a two person or forklift delivery. Not all goods and properties are suitable to receive a forklift delivery and this decision will be made by our dispatch team. 
2.3 Goods will be delivered to the first point of contact at the front of the property e.g., driveway. The delivery vehicle will park a maximum of 20m from the first point of contact.  Our trucks will not enter the property. We do not deliver to the side/rear elevation, inside any building or go through a neighbour’s property. If there is no access at the front of the property the goods will be delivered to kerbside and you will need to move the goods from any public highways. At point of delivery the responsibility for the goods transfers to the customer. 
2.4 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. You must advise us if there are access difficulties, our largest and most used vehicles are either 7.5T or 18T, 9m long and 2.6m wide. We need an access route capable of taking this size and weight of vehicle. Damage to lawns, flower beds, gates, driveways etc. on or adjacent to a narrow or difficult access route will be the responsibility of the customer. If we attempt delivery and cannot due to foreseeable problems such as access restrictions, width of road etc.  the goods will be returned to branch. Re-delivery charges will be applied for a second delivery see term 4. 
2.5 A clear route must be available for our delivery team to manoeuvre the goods from the delivery vehicle to the first point of contact at the front of the property or kerbside. The route must be at least 750mm wide for two-person delivery or at least 3.1m wide for forklift delivery, 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. Our products vary in size however are recognised as bulky goods with parts typically up to 6m in length and 1.2m in width. 
2.6 Forklifts carrying a product can weigh up to 4.5 tonnes, they have 3 tyres which rapidly turn 90 degrees or more and forks that will need to slide out from under the load. Our forklifts will drop to the first point of contact on the property however if our trained forklift drivers deem it safe and accessible and on receipt of a completed disclaimer from the customer, we can deliver by forklift up to 20m onto the property. 
2.7 We recommend that whilst our vehicle/forklift/manual unloads are in operation, all people/animals remain indoors to keep safely away from moving objects/components to prevent accidents. Collisions with a vehicle/forklift/component are likely to result in serious injury. 
2.8 Should a clear route or adequate space for the goods to be placed not be available then the goods will be delivered to the safest kerbside location within 20m from the safely parked delivery vehicle for onward movement by the customer or the goods will be returned. Re-delivery charges will be applied for a second delivery see term 4. 
2.9 Please ensure that someone with the authority to accept the goods (you or your agent) is available all day on the day of delivery and move the goods onwards (if applicable).
2.10 If no-one is present to accept the goods, we will attempt contact with the customer. The delivery driver will wait for up to 20 minutes. If no one arrives to take delivery we will leave and a re-delivery charge will apply, see term 4.
2.11 Our delivery staff are not permitted to leave any products that have not been signed for.
2.12 Time shall not be of the essence in this contract. We always use our best endeavours to deliver on the delivery date agreed or within the timeframe shown on the order confirmation. In the unlikely event that there is a delivery delay, we will contact you to rearrange your delivery date within a reasonable period of time.
2.13 We operate throughout selected areas in England and Wales. Deliveries can occur between 8:00am and 6:00pm on the day of delivery. The delivery vehicle can be tracked on our website on the day of delivery so that you know how far away from you it is at any particular time on that day.
2.14 Any damaged/broken/missing parts identifiable during delivery must be noted with the delivery team and if safely transportable (e.g. not broken glass) should be returned with the delivery team. Any damaged/broken/missing parts not noticed during delivery need to be reported within 2 calendar days from receipt of delivery by emailing cs@dunsterhouse.co.uk with the part number/s.
2.15 Our products come with protective packaging for transporting. Our drivers are unable to secure packaging to take it away with them so this must be disposed of by the customer. Depending on the product purchased the packaging is likely to help with protecting stored parts and part-built products from the elements.
3. Back Orders
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 ' 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)
4. Additional Costs
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.
Order Value Re-delivery Fee
Up to £1000 £50
£1001 - £3499 £200
£3500+ £400
4.2 In the unlikely event that we attempted to deliver to you by courier then we will charge you the courier’s cost-plus packaging.
5. Payment
5.1 Payment must be made in full in cleared funds at least 2 working days before delivery.
5.2 Credit/Debit card payments will need to be either; registered to the delivery address; or, have passed a 3D secure check (two-factor authentication). You can also pay by bank transfer or cheque. Cheques must be received by us a minimum of 10 working days before delivery.  
6. Your Right to Cancel: (Sold at a Distance)
6.1 Customers who order by telephone, mail order or on-line have the right to cancel. The cancellation period will expire after 14 days from the day on which you or your agent acquires physical possession of the last good.
6.2 Any notification of cancellation must be made in a clear statement in writing, either by post to Customer Services, Dunster House Ltd. Factory 1, Caxton Road, Bedford, MK41 0LF, or email to cancellations@dunsterhouse.co.uk. 
6.3 The goods must be returned no later than 14 days after the day on which cancellation is made.
6.4 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. 
6.5 Returned goods will be inspected and refunds will take place within 14 days after the items have been returned.
6.6 Refunds may be subject to a deduction up to the contract price covering any reasonable costs incurred by the Company, such as 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).
6.7 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.
6.8 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. 
6.9 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 or you can contact us to arrange collection of the goods, this will be chargeable and the rates will be ££500 for log cabins and offices, £50 for climbing frames and other products including gazebos. 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.
7. Rectifying Defects
7.1 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 cs@dunsterhouse.co.uk.  Please include either your order number starting with SO or your postcode so we are able to locate you on our system.
7.2 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.
7.3 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.
7.4 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.
7.5 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.
7.6 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.
8. Cancellation by us
8.1 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.
8.2 We may cancel the order if we have offered at least 3 different delivery dates and these dates have been refused by the customer.
8.3 We may cancel the order if you fail to pay for the goods as outlined in the section 'Payment'. 
8.4 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. 
9. Reaching us
9.1 If you need to reach us, prior to delivery please:
Call us on: 01234 272 445, or write to us at:
Dunster House Ltd
Factory 1
Caxton Road
Elms Farm Industrial Estate
MK41 0LF
or Email us at enquiries@dunsterhouse.co.uk
For all post-delivery enquires please email us at cs@dunsterhouse.co.uk detailing your query. This will enable us to comprehend your query and respond appropriately and professionally. Please refer to our website for Customer Services opening times.
10. Privacy Policy
10.1 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 website www.dunsterhouse.co.uk/privacy-policy
11. Credit Card Security
11.1 Our form pages are secured using High Level 128-bit SSL Encryption. Credit card payments are processed by Opayo 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.
12. Invalidity/Severability
12.1 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. 
13. Important
13.1 Dunster House products are designed for Competent DIY assembly by two or more adults.
13.2 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. 
13.3 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.
13.4 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.
13.5 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.
13.6 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.
13.7 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.
13.8 Sizes shown throughout our website or other literature are approximations and should be interpreted as such.
13.9 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.
13.10 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 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 cs@dunsterhouse.co.uk 
13.11 These Terms and Conditions can only be amended in writing by a Director of Dunster House Ltd.
14. Force Majeure
14.1 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. 
14.2 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. 
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