Complaints

In the event of any complaint or grievance, 'The Customer' is to in the first instance make contact via email or letter stating their order reference and the nature of their complaint. Complaints and Grievances are always best managed by either email or post. Any phone conversation relating to a complaint should be followed up in writing.

You can contact service by submitting a request on our information and support site. Alternatively you can contact us via our email info@tuin.co.uk

An obvious mistake occurs if you could have known or understood that the price was much too low for the item that was offered. In other words, even if it wasn't immediately clear to you that there was a mistake here, the difference in price was so significant that there should at least have been reason for doubt. If there is any doubt about the correctness of the price, you as a consumer are obliged to make your own inquiries. If the difference in price is not significant, the we may not simply adjust the price of a product that has already been ordered.

We have a selection of useful information regarding our wood product's properties on our blog page as well as our support page. An overview of wood used in a product will be listed in specifications on a product's page.

If you have received a log cabin with missing parts or damage, please contact us via our email info@tuin.co.uk. Ensure that you send us photo proof of the damaged items in your email. We will also require the supplier number of your Log Cabin that can be found on the packaging it arrives in, as well as the part number that is damaged. Receiving this information straight away will allow us to process your request quickly.

Though we ensure all products are sent out with utmost care and protection, accidents do occur. Any breakage that does occur can be in the form of splits or cracks in the timber.

Limescale can only form on our concrete products when met under certain conditions, such as constant exposure to hard water causing efflorescence. To prevent this, please ensure there is adequate drainage on or around your concrete.