Terms of service


Terms & Conditions

1. About Us

This website is operated by A&M Heritage Outdoor Retreats (“we”, “us”, “our”). By accessing our website, requesting a quotation, or placing an order, you agree to be bound by these Terms & Conditions.

2. Products & Services

We specialise in the design, manufacture, supply, and installation of handcrafted wooden garden structures, including gazebos, pergolas, log cabins, and related outdoor buildings.

All products are handcrafted using natural timber. As a result, slight variations in appearance, colour, grain, and finish may occur. Images on the website are for illustrative purposes only.

3. Quotations & Orders

  • All quotations are valid for 30 days unless stated otherwise

  • Orders are confirmed once a deposit has been received

  • Full payment terms will be confirmed at the time of order

  • We reserve the right to refuse or cancel orders at our discretion

4. Delivery & Installation

Delivery and installation are included where stated and will be arranged with the customer in advance. Installation dates are estimates and may be subject to change due to weather conditions, access issues, or unforeseen circumstances.

Customers are responsible for ensuring:

  • Clear and suitable access to the installation area

  • A level, stable, and suitable base is prepared prior to installation

  • Any site-specific restrictions, obstacles, or access limitations are disclosed in advance

Delays caused by poor access, unsuitable ground conditions, restricted entry, or site conditions not previously disclosed may result in additional charges to cover extra labour, materials, or return visits. Where possible, customers will be informed of any additional costs before work continues.

We reserve the right to reschedule installation if site conditions are deemed unsafe or unsuitable on arrival.

5. Customer Responsibilities

You are responsible for:

  • Ensuring adequate access for delivery and installation

  • Preparing a suitable base

  • Confirming boundaries and property ownership

  • Obtaining any required permissions or approvals

  • Providing accurate information regarding site conditions

We are not responsible for delays, additional costs, or issues caused by incorrect or incomplete information.

6. Planning Permission

It is the customer’s responsibility to determine whether planning permission or building regulations approval is required. We cannot be held liable for any issues, enforcement action, or costs arising from lack of permission or non-compliance.

7. Cancellations & Refunds

All of our products are handcrafted and made to order. Once an order has been confirmed and production has begun, refunds are not available.

  • Deposits are non-refundable

  • Orders cancelled after production has started are not eligible for a refund

  • Cancellations must be made in writing

Any costs incurred prior to cancellation, including materials, labour, or site visits, remain payable. This policy does not affect your statutory rights.

8. Warranty

We provide a 10-year structural warranty on qualifying products, subject to:

  • Normal domestic use

  • Correct installation by our team

  • Reasonable ongoing maintenance by the customer

The warranty does not cover:

  • Normal weathering or ageing of timber

  • Cosmetic changes such as colour variation or surface cracking

  • Damage caused by misuse, neglect, unauthorised alterations, or extreme weather events

9. Timber & Natural Materials

Timber is a natural material and may exhibit knots, grain variation, colour changes, minor splitting, or movement over time. These characteristics are normal and are not considered defects.

10. Limitation of Liability

We are not liable for:

  • Indirect or consequential losses

  • Loss of enjoyment or use

  • Damage caused by events beyond our reasonable control

Our liability is limited to the value of the product supplied.

11. Website Use

You must not misuse this website or attempt to gain unauthorised access. All website content, including images and text, remains our intellectual property and must not be reproduced without permission.

12. Privacy

Use of this website is also governed by our Privacy Policy, which explains how we collect, store, and use personal data in accordance with UK GDPR.

13. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.

14. Contact Information

If you have any questions regarding these Terms & Conditions, please contact us using the details provided on our website.