Terms & Conditions for Tuin UK

Your Statutory Customer Rights are NOT Affected

IMPORTANT - PLEASE READ THESE TERMS AND CONDITIONS OF SALE - WE UNDERSTAND THESE HAVE BEEN FULLY UNDERSTOOD BY YOU WHEN PLACING AN ORDER WITH US EITHER ONLINE, TELEPHONE OR EMAIL.

This website is owned and operated by Tuin Ltd in the UK.

Head Office:

Tuin Ltd : Brooke Industrial Park, Norwich, Norfolk NR15 1HJ. Further contact details: See our about us page.

All Returns to the above Address please.

Privacy and your Personal Data

Please ensure you have also read and agree to our Privacy Policy we will ask for your explicit permission to process your personal data, this can of course be withdrawn by you at any time.

Consumer Terms and Conditions

The listed terms and conditions shall apply to the sale and supply of garden products by The Company to the entity hereby referred to as 'The Customer'.

Legal ownership of any goods supplied shall remain vested to 'The Company' until such time that full payment of any outstanding order/invoice monies has been received in connection with the sale. DO NOT install or unpack any product until payment is confirmed as received or full written permission has been given by us.

Should the 'The Customer' obtain goods prior to full order payment, 'The Customer' accepts that 'The Company' retains the right to demand and receive immediate settlement of outstanding monies prior to transfer of ownership, or the 'The Customer' grants 'The Company' unrestricted access to reclaim the goods, at which point an order cancellation process shall be instigated.

The saleable condition of the goods prior to any reclaim is sole the responsibility of 'The Customer'

We have a strict Privacy policy and this can be seen here: Tuin Privacy Policy

Installation and Instructions - IMPORTANT

SELF Installation:

Please satisfy yourself that the instructions you are likely to receive are enough for you.

In the case of log cabins you agree to read the content of this page and watch the videos here: LOG CABIN INSTRUCTION MANUAL BEFORE INSTALLATION.

If these are not sufficient we highly recommend you take advantage of our installation service or that of our recommend self employed installers.

EMPLOYED Installation:

DO NOT arrange fitters until you have received your goods and fully checked they are complete. If you do so this is at your own risk. You agree with this if placing an order with us online, via the phone, post or email.

No responsibility will be held by the 'company' for fitters, teams or any personnel booked prior to receipt of goods or that the goods are complete for any purpose.

Please satisfy yourself that the instructions you are likely to receive are enough for your fitter.

In the case of log cabins you agree to pass on the content and that the fitter is instructed to read the content of this page and watch the videos here: LOG CABIN INSTRUCTION MANUAL BEFORE INSTALLATION.

RECOMMENDED Installers:

We work with numerous approved fitters across the UK. We will introduce you and your contract for fitting will be direct with the fitter, we take no responsibility as to the fitters level of work. Prior to an installation team arriving please consider the following: a. A flat completely level base made from concrete or paving slabs, unless otherwise agreed b. Unobstructed accesses for the fitting team from item to sight. c. Clear access all around the proposed site, we recommend at least 1200-2000mm for log cabins.

We do offer a 'fully managed service' if this applies all guarantees of workmanship, materials and product apply and full liability is accepted: Tuin Installation Service

1. Placing An Order

You are deemed to have placed an order with us by ordering online via our online checkout process or by placing an order over the telephone or via email / mail. Confirmation of your order will be sent by email. We will send written confirmation via mail on request. We may not be able to accept your order:

Where goods are not available
If there has been a pricing or product description error
Where we cannot obtain authorisation for your payment.
Where it is logistically impossible for us to deliver the goods to that location, or where additional service fees apply
When we refuse an order for any other reason at our discretion.

The Company shall notify The Customer should their order not be accepted and inform them of any changes and/or additional charges.

Should the customer accept any revision to their order the order will be accepted and processed. If declined The Company will cancel the customers order and refund any monies if they have been received.

Amendments to orders are not possible, if you have noticed something incorrect in your order confirmation please contact us immediately.

Please note for delivery of large items, if the delivery week is delayed by the customer from the date chosen at checkout, there will be a £36.00 a week delayed delivery charge applicable for the second and third week of the delay. Please note the order will automatically be cancelled after the third week of the customer delaying.

2. Payment

Payment is taken at the point of order. If you have chosen pay by link or bacs option, your order will not be processed until the payment has been received.

When paying via either Paypal or through our credit card processor the payment is automatically processed straight away
We operate a Comodo SSL certificate and are PCI-DSS (Payment Card Industry Data Security Standard) compliant. We subscribe to McAfee PCI compliance and the website and systems are scanned quarterly to maintain compliance.
BACS payment is accepted and our bank account details are sent on receipt of order.
Purchase Order Payment: Credit accounts are available for Trade customers, against approved references.

Please note we are not long able to accept payment made via cheque.

In the case of sales made to customers with credit accounts, payment is due in full on the terms of credit agreed which shall not be more than 30 days from the date of the invoice, notwithstanding that delivery may not have taken place and the property in the Goods has not passed to the customer. Time for payment shall be of the essence and any failure to pay shall entitle us at our option to treat the contract as repudiated by the customer, to delay delivery until paid or appropriate any payment made by the customer to such of the Goods as we may think fit, notwithstanding any purported appropriation by the customer (without prejudice to any other remedy that the Seller may have). Receipts for payment shall be issued only on request.

Please Note we require payment BEFORE delivery is made.

If required to move or cancel 7 working days before your delivery week, there is an aborted charge.

There is a £25.00 admin fee for all orders that are cancelled after payment has been made.

3. Delivery

Delivery is included in our prices for most areas of mainland UK when the Free Delivery Logo is displayed below the product picture. Estimated delivery times are shown on the product pages.

ALL DELIVERIES ARE CARRIED OUT BY EXTERNAL HAULIERS OR CARRIERS.

We will try our best to deliver within the estimated delivery times shown on the product pages.

We try to offer a FREE delivery service. If you require specific days, weekends, times etc then this can be accommodated for an extra charge.

There may be extra charges for Scotland, offshore islands and some areas of England and Wales. These areas are detailed within our 'Delivery' page. It is advisable to email prior to placing your order should you have any concerns over potential delivery charges. Estimated Delivery lead-times are provided in working days (Monday to Friday, excluding bank holidays) Estimated delivery lead-times commence from the next working day. During exceptionally busy periods or in remote outlying areas lead times maybe exceeded. In such circumstances we will ensure that customers are kept informed.

If you are having your building installed independently wait until you have been notified of a confirmed and secure delivery date and in possession of the product before booking installation.

Please note that there is a holding charge of £36.00 (inc VAT) per week for delaying delivery. If you do need to delay your delivery after the cut off point has been reached due to extenuating circumstances then it may be possible to postpone, please contact us immediately to see if this is possible or not.

Please be aware that occasionally deliveries can be delayed due to circumstance out of our control such as breakdowns, weather, traffic etc.

We will not be held liable for any costs associated with a late or failed delivery out of our control. We suggest that on receipt of goods that you satisfy yourself that the order has been delivered in full prior to commencing or arranging installation. Delivery are made weekdays and typically during the hours of 7.00am to 10.00pm. The Company is not able to offer timed deliveries. The majority of the products offered for sale are flat-packed for ease of handling and delivery and consideration should be given to the size and weight of products prior to ordering. Deliveries are to kerb-side only. If access is restricted please let us know at time of order. It is The Customers responsibility to provide unobstructed access for the delivery to take place. Any failed or returned deliveries may result in additional charges being passed to The Customer.

Other products clearly shown with a lorry with a cross through it are priced excluding delivery. Please contact us for delivered price for the complete order.

Log cabins, Saunas, Gazebos, Carports, Verandas, Garages and all large buildings will arrive via a substantial lorry, which is normally a 40' articulated lorry with a demountable forklift. Please understand the size limitations of this vehicle!

Please let us know of any limitations regarding size of your unloading area before and/or after your order. We need at least a 3.5m through clearance to maneuver any large packages.

The driver of the forklift will enter your property with your permission to move the packages to the site you designate with a hard surface suitable for a forklift to operate on such as a driveway.

To deposit the package the forklift will need manoeuvre room of about 4m.

You do not need to be in attendance if a signed authorisation form and instructions for the driver has been sent to us prior to delivery.

However, the driver will only enter your property if he considers it safe to do so with consideration to bystanders, himself and his vehicles safety.

The driver will not however unpack and move any component parts to another location. He will not be responsible for damages of your property once you have given permission to enter your property with the vehicle. All reasonable care and attention will of course be given.

Notification of delivery will be made by telephone call/message, email, by the carrier or ourselves within a week of delivery.

Any discrepancies with deliveries must be notified to Tuin ASAP by email only.

Please see these pages for more details on delivery:

Once payment has been made your product will then be loaded onto a truck in Holland bound for the UK, at this point it's not possible to re-arrange.

If required to move or cancel after payment is made for a delivery week, there is an aborted charge.

4. Returns Faulty Goods

All goods supplied are newly constructed for sale and as such are manufactured to match the specifications shown within the product literature with the exception of clause 8 below. From time to time we do sell ex display lines, these items are clearly marked as such and this should be taken into consideration prior to ordering. If the product is damaged or broken on arrival you can return the goods for the supply of a merchantable replacement, or a full refund if appropriate. It is imperative that if any part of your order is damaged then a photo should be taken of the product in situ of packaging e.g. for log cabins the damaged part must remain on the pallet. Damage should be reported immediately on delivery via EMAIL ONLY and we may request photographic evidence of the condition of the damage or faulty item, you should not attempt to fit or modify the product in anyway and must retain the original packaging. In the case of larger products such as gazebos, log cabins etc we will arrange collection of the goods. For our smaller items it may be necessary for The customer to return them.

Address to which returns should be clarified first. It is the responsibility of the customer to retain possession and take reasonable care of the goods until they have been returned to the possession of; The Company or their appointed carriers. We cannot accept back for a full refund any item which has been assembled or modified in any way. If on return the product is found to be sound, complete and as described for sale, any return charge will apply and will be deducted from the order monies held at cost. Reimbursement of rejected goods, less any charges defined above, will be made to the customer as soon as possible and certainly within a period not exceeding 30 days from the date of return.

5. Returns Cancelled Orders

In line with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013 'The Customer' shall have a period of 14 working days after the date of delivery within which time they may cancel their order for a product with the exception of goods that have been made to The Customers own specification. If the customer is exercising their right to cancel the contract then returns must be made within 14 days. Cancellations should be sent by EMAIL or by registered post to 'The Company' office address, quoting the order reference given when the order was placed.

Please note there is a £25.00 admin fee for all orders that are cancelled after payment has been made.

It is the responsibility of The Customer to retain possession and take reasonable care of the goods until they have been returned to the possession of, The Company or their appointed carriers. We cannot accept back for a full refund any item which has been assembled or modified in any way including the destruction of any packaging. The product must be returned as new and resellable as such.

It is the responsibility of The Customer to meet all product return costs and where The Company is arranging collection the customer will be notified of the return charge prior to undertaking the process. Reimbursement of cancelled orders monies, less any charges defined above, will be made to the customer as soon as possible and certainly within a period not exceeding 14 working days from the date of return.

6. Shortages & Damages

All goods should be inspected on delivery and any shortages or damages notified to the carrier immediately and to the company within a reasonable time by EMAIL ONLY or in the case of large items when it is reasonably practicable.

Under the new Consumer Rights Act 2015 the consumer can reject the goods and get a full refund if found to be damaged.

If an item has been delivered with a damaged replaceable part we will send a replacement part to you. We don’t replace items that have replaceable damaged parts, items are only replaced if the parts are not replaceable or at our discretion. In order to establish the nature of the damage we ask for evidence in the form of pictures / images. When we receive these we will make a judgement on how to proceed. A photo should be taken of the product in situ e.g. for log cabins the damaged part must remain on the pallet. Shortages and damages should be reported by EMAIL to the company. We may request photographic evidence of the condition of the damage or faulty item. We will also ask for the unique product number on the package or plans supplied in the case of log cabins. Without this we CANNOT process a claim. Upon approved claims we will forward replacement parts, usually within 5 - 14 working days, subject to stock levels in the UK. Doors and Windows, Purlins may take longer.

Spare Parts Delivery Times (Est) - Increased:

Logs: Up to 4 weeks
Flooring and Roof Covering: 3 - 7 Working Days
Glass: 14 - 21 Working Days
Doors and Windows: up to 10 weeks
Roof Apexes/Gables: 6 - 8 Weeks
Purlins: up to 4 weeks
Trims and miscellaneous items: 14 - 21 Working Days
Special made items: 21 - 28 Working Days

The company reserves the right to decline any requests should damage or misuse of the product have occurred upon the customer's property or during self-assembly. The Company will not be liable for any costs incurred by the customer should they fail to inspect and satisfy themselves that the product is sound and complete prior to assembly or engagement of fitters.

Glass breakage

All our log cabins are packed very tightly and secure. In the extremely unlikely event you find a crack in the glass please photograph it while it is in the pallet with the pallet and packaging visible and email it to us so a claim can be made against the haulier.

Please note the glass is NOT toughened glass (unless specifically mentioned) and nor is it required to be for garden buildings in the UK.

7. Installations and Instructions - IMPORTANT

SELF Installation:

Please satisfy yourself that the instructions you are likely to receive are enough for you.

In the case of log cabins you agree to read the content of this page and watch the videos here: LOG CABIN INSTRCUTION MANUAL BEFORE INSTALLATION.

EMPLOYED Installation:

No responsibility will be held by the 'company' for fitters, teams or any personel booked prior to receipt of goods or that the goods are complete for any purpose.

RECOMMENDED Installers:

If you have an URGENT query regarding installation out of hours please email: outofhours@tuin.co.uk for assistance.

We do offer a 'fully managed service' if this applies all guarantees of workmanship, materials and product apply and full liability is accepted.

8. Dimensions, Specification & Accuracy

Whilst we endeavour to give customers every possible means of making an informed decision including brochures, website content and our customer service, it is not always possible to give every exact specification or dimension found on a building or product and on occasion we may amend the specification of the products without our prior notification.

Please note pictures we use are a representation of the product. Other pictures are of customers products and may feature additional customisations carried out by the customer.

If you are at all concerned as regards a product specification, dimensions, suitability or quality then please contact us to clarify your concerns.

Our website does detail 'plans' and 'manufacturing drawings' of our products on some product pages. We try to keep these accurate and updated and are there for guidance only.

However, it is NOT always possible to keep these fully updated and these cannot wholly be relied upon as the sole basis of information as regard suitability.

If the plan and very exact dimensions are of highly critical importance to your order such as for a precise base, exact window dimensions to with 1cm, heights, installation etc then please ask us for the VERY latest version to ensure complete accuracy of the product and any amendments to the specification that maybe in force.

ALWAYS follow the plans sent with the product and contact us with any concerns you have if variances arise before installation. NEVER cut timber without our explicit permission.

FREE OFFERS: Occasionally we offer items free with various products. These are subject to availability and can be changed / withdrawn at any point. Free roofing shingles Offer is dependant on stock availability on the day of dispatch and can change at any point. If colour or style is paramount we advise our customers to purchase the ones required.

Building Regulations

None of our buildings, structures or products comply to building regulations as standard. To comply to building standards other elements will need to be added such as fire proofing, insulation, safety glass and foundations. Please contact your building control office for the requirements needed to meet building regulations.

Planning Permission

We can advise on planning permission when asked but we will take no responsibility for this advise should it be incorrect. Please always check with your local planning office for any rules in your area and make yourself aware of the regulations pertaining to your purchase.

NO responsibility is accepted for non compliance with building regulations or planning requirements pertaining to your situation - Please ensure you have thoroughly checked these requirements if pertinent to you.

9. Complaint

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.

We will only provide office responses to complaints in writing. phone conversations will not be actioned until a written complaint is sent. This is to ensure a very high service and for a complete record to be kept of the exact nature of complaint and the subsequent steps to resolve it.

All communication once deemed a 'complaint' by either the customer or company is via email or letter ONLY and substantiated by pictures when requested by the 'company' including unique numbers and evidence of damage if applicable during transportation only.

We ask that any request for pictures is honoured and sent as asked in a large format (Not resized) All communications of this nature will receive a response outlining 'The Company's' position and a course of action within 2 - 3 days of a complaint being received during busy periods, This time will often be reduced Should action be required by 'The Company' to redeem a matter this shall be undertaken with speed as the essence. It is the intention of 'The Company' to resolve any dispute amicably and to the satisfaction of 'The Customer' at the earliest opportunity.

If it is not possible to resolve via email, co-operation and following our advice we will attend site to inspect the issues. Please note though if the problem lies with incorrect installation there is a £400 charge for the visit.

The Retail Ombudsman - Complaint Resolution

If we, Tuin LTD, are unable to resolve a complaint that you make within eight weeks you can take your complaint to The Retail Ombudsman. This is an independent organisation specialising in providing an alternative dispute resolution service for consumers and retailers. We are registered for online retail and for shop retail. As a member of the organisation, we are bound by their code of practice and they can be contacted via:

Website: https://www.cdrl.org.uk/

Email: enquiries@cdrl.org.uk

Tel: 0203 540 8063

ODR (online dispute resolution) Platform: https://www.cdrl.org.uk/retail-adr/

10. Anti Rot Guarantee

Tuin recommends the following treatment brands depending on the thickness of your log cabin. Though other brands are available, we highly encourage these brands in order to qualify for the ten-year guarantee:

Tuin’s own brand of Embalan, Embadecor and Carefree timber treatments

Sadolin - https://www.sadolin.co.uk/

Sikkens - https://www.sikkens.com/

Kingfisher - https://www.kingfisheruk.com/

This guarantee covers fungal and insect attack. It does not cover warping, cracking or movement over time. The guarantee is valid if:

The building has been built on a firm and level base
Installed as per our instruction
Has not been customised in any way
The building has had immediate treatment and it is repeated every 12 months and achieving a depth of 80-120 microns
The building has not been touching any wall, tree of bush nor within a 'wet spot'

Note: The anti rot guarantee is not insurance backed and does not affect statutory rights.

If it is found that replacement parts are required under our guarantee, this would be for supply only, not including installation. A site visit may also be required prior to any agreement of replacements being sent.

11. Timber Information

When placing an order you understand the inherent properties of timber which will affect your timber product to a lesser or greater degree:

Please also see this article for information on Cracks and Splits that can affect our gazebos and outdoor play equipment which you understand: https://www.tuin.co.uk/blog/common-problems/cracking-and-splitting-in-timber/

Please also understand and read this article, by accepting an order we agree you have understood this article and advise: https://www.tuin.co.uk/blog/common-problems/depth-of-treatment-and-moisture-content/

Log Cabins, Finger Joints: To maximise production our log cabins will often feature "finger joints" in some parts of the design, for the most part this is within the doors. windows and other finishing pieces. Sometimes this will also include the wall logs themselves, in which case up to 10% is allowed unless stated otherwise on the product page.

Properties of timber: Wood is a natural material with excellent characteristics, such as:

Sturdiness
Elasticity
Noise reduction
Easily manageable
Natural character

Being natural material, wood also the following characteristics:

Swelling and shrinking / crack forming
Resins
Marrow
Gnarls and grains
Ruggedness of areas and edges
Formation of salts
Pinholes
Fungi and blue moulds

Swelling and shrinking/crack forming: The air humidity influences the volume of wood. This makes wood swell and shrink. We call this “warping” of wood. Please see this article for more details: https://www.tuin.co.uk/blog/common-problems/cracking-and-splitting-in-timber/

Resins: The product can spill resin after finishing, especially in the first year. Resins get brittle quickly on the surface of wood. It will fall off spontaneously or can be removed with a plane.

Marrow: In the stem centre you will find marrow. This is the nutritional canal of a tree. It is sometimes confused with wood rot.

Gnarls and grains: These are characteristic of wood and will give each piece of wood it own character.

Ruggedness of areas and edges: Due to its specific structure rugged areas or edged may always remain, in spite of planning or milling carefully.

Formation of salts: With impregnated wood it may seem as if salts are formed on the surface of wood. It is actually resin that colours yellow/green due to the impregnation. These stains will vanish in time.

Pinholes: These are produced by small xylophagous insects. These insects were killed while processing the stem into the end product. It has nothing to do with wood worms.

Fungi and blue moulds: Wood impregnated by boiler pressure induction will become very humid while being processed. As a result, the wood can be affected by mildew and fungi, especially during the warm seasons. These visual imperfections of the product will vanish or can otherwise easily be removed by hand. Fungi do not affect the quality or strength of the wood. Since wood can swell and shrink as a natural product, the dimensions listed in the catalogue and product pages can show small deviations.

12. CONTACT

Should anything whatsoever concern you within these terms and conditions please ask us for further clarification or guidance.Should you have any urgent questions out of normal working hours please email: outofhours@tuin.co.uk

13. ONLINE ADVERTS

We do use online advertising and generally use Google Adwords and Facebook Adverts.