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Effective Date: [10/09/2026]

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1. Definitions

1.1 Seller
TimberSol Ltd, a private limited company incorporated in England and Wales under Company Number 15792556 (“the Seller”).

1.2 Website
www.timbersol.co.uk and any associated online platforms operated by the Seller.

1.3 Buyer
• An individual aged 18 years or over with the legal capacity to enter into a binding contract.
• A business, company, organisation, partnership, sole trader, or other legal entity.

1.4 Contract
The legally binding agreement between the Buyer and the Seller for the supply of Goods.

1.5 Order
A request submitted by the Buyer to purchase Goods from the Seller via the Website, telephone, email, or any other ordering method accepted by the Seller.

1.6 Goods
Any products, materials, accessories, coatings, fixings, samples, packaging materials, or other items supplied by the Seller.

1.7 Personal Data
Information relating to an identified or identifiable individual, processed in accordance with the Seller’s Privacy Policy and applicable data protection legislation.

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2. General Provisions

2.1 Agreement to Terms
By placing an Order, creating an account, or otherwise using the Website, the Buyer confirms that they have read, understood, and agree to be bound by these Terms and Conditions and the Seller’s Privacy Policy. If the Buyer does not agree to these Terms and Conditions, they must not place an Order or use the Website to purchase Goods.

2.2 Amendments
The Seller reserves the right to amend these Terms and Conditions at any time. Any amendments shall take effect from the date they are published on the Website and shall apply only to Orders placed on or after that date. Orders accepted before the effective date of any amendment shall remain subject to the version of these Terms and Conditions in force at the time the Contract was formed.

2.3 Communication
• The Buyer is responsible for ensuring that all contact information provided to the Seller is accurate, complete, and kept up to date.
• The Seller may communicate with the Buyer by email, telephone, SMS, post, or any other reasonable means of communication using the contact details provided by the Buyer.
• Any complaints, claims, disputes, requests for remedies, reports of shortages, notifications of damage, or any other matter relating to the Contract should be submitted in writing using the contact details published on the Website.
• The Seller reserves the right to require that any matter initially raised by telephone is subsequently confirmed in writing before it is investigated or actioned.
• Any notice or communication sent by the Seller shall be deemed received when delivered to the email address, telephone number, or postal address last provided by the Buyer, unless the Buyer has notified the Seller of updated contact details before the communication was sent.

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3. Ordering & Contract Formation

3.1 Placing Orders
Orders may be placed:
• Online via the Website.
• By telephone.
• By email.
• By any other ordering method accepted by the Seller.

3.2 Contract Formation
• An Order submitted by the Buyer constitutes an offer to purchase the Goods on these Terms and Conditions.
• Acceptance of an Order, and formation of the Contract, occurs only when the Seller issues an Order Confirmation.
• The Seller reserves the right to refuse or cancel any Order prior to dispatch where there are pricing errors, stock shortages, technical issues, suspected fraud, or any other reasonable circumstances.

3.3 Order Amendments
• Once an Order has been confirmed, any amendment or cancellation is subject to the Seller’s prior written agreement.
• Agreed amendments may result in revised prices, lead times, delivery dates, or other changes to the Contract.

3.4 Order Information
• The Buyer is responsible for ensuring that all Order details, including product specifications, dimensions, profiles, quantities, finishes, colours, delivery information, and any other requirements, are complete and accurate before placing an Order.
• The Buyer should carefully review all quotations, Order Confirmations, invoices, and other order documentation before making payment.
• By making payment for an Order, the Buyer confirms that they have reviewed and accepted the Order details and that the Goods, specifications, quantities, dimensions, profiles, finishes, colours, delivery information, and all other information contained within the Order documentation are correct.
• The Seller shall not be liable for errors, omissions, delays, additional costs, or other consequences arising from inaccurate, incomplete, or incorrectly approved information supplied or accepted by the Buyer.
• Any discrepancy should be reported to the Seller immediately and, where reasonably practicable, before payment is made or production commences.

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4. Prices & Payment

4.1 Prices
• All prices are displayed in Pounds Sterling (GBP).
• Unless otherwise stated, prices are exclusive of VAT. VAT will be charged at the applicable rate and shown separately during checkout, on quotations, Order Confirmations, and invoices where applicable.
• The Seller reserves the right to amend prices at any time prior to acceptance of an Order.
• The price payable shall be the price confirmed in the Order Confirmation.

4.2 Payment Methods
Payment may be made using any payment methods accepted by the Seller, including:
• Bank Transfer.
• Debit Card.
• Credit Card.
• Any other payment methods made available on the Website.

4.3 Payment Terms
• Unless otherwise agreed in writing, payment must be made in full before the Goods are dispatched or made available for collection.
• No Goods shall be dispatched until cleared funds have been received by the Seller.
• Where payment is made by bank transfer, production lead times and delivery scheduling shall commence only after cleared funds have been received.
• The Seller reserves the right to suspend, delay, or cancel an Order where payment has not been received in accordance with these Terms and Conditions.

4.4 Pricing Errors
• Whilst every effort is made to ensure pricing accuracy, the Seller reserves the right to correct any pricing, calculation, typographical, administrative, or technical errors.
• Where an obvious pricing error has occurred, the Seller reserves the right to cancel the affected Order prior to dispatch and provide the Buyer with the option to place a new Order at the correct price.
• The Seller shall not be obliged to supply Goods at an incorrect price resulting from an obvious pricing, calculation, typographical, administrative, or technical error.

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5. Delivery

TimberSol supplies both in-stock Goods and made-to-order Goods. Delivery lead times vary depending on the type of Goods ordered, production requirements, stock availability, and delivery scheduling.

In-stock Goods are typically delivered within up to 2 weeks, subject to stock availability and delivery scheduling.

Made-to-order Goods are typically delivered within 4 to 6 weeks, primarily depending on raw material availability, production scheduling, and delivery capacity.

Where an Order contains both in-stock and made-to-order Goods, the Order will normally be delivered together once all Goods are ready for dispatch, unless otherwise agreed in writing. In such cases, the overall lead time will generally be determined by the Goods with the longest applicable lead time.

The provisions of this Clause apply to all deliveries unless otherwise agreed in writing.

5.1 Delivery Address
• The Buyer must provide a complete and accurate delivery address.
• If a property is difficult to locate, the Buyer should provide additional information, such as a Google Maps pin or What3Words reference.

5.2 Delivery Access
• Deliveries may be made to residential, commercial, agricultural, and construction sites where safe vehicle access is available.
• The Buyer must ensure that suitable and safe access is available for the delivery vehicle.
• Access routes should generally accommodate vehicles up to approximately 2.4 metres wide and 3 metres high.
• Access routes must be reasonably clear, stable, and suitable for heavy commercial vehicles.
• The Buyer must notify the Seller before dispatch of any restrictions, obstacles, weight limits, access controls, low bridges, narrow roads, soft ground, steep inclines, overhead obstructions, or any other circumstances that may affect delivery.
• The Seller reserves the right to refuse delivery where access is considered unsafe or impractical.
• Any additional costs, delays, failed deliveries, or re-delivery charges arising from inaccurate, incomplete, or undisclosed access information shall be the responsibility of the Buyer.

5.3 Order Fulfilment & Delivery Scheduling
• All lead times and delivery dates are estimates only and do not constitute a guarantee.
• Once the Goods are ready for dispatch from the Seller’s warehouse, delivery confirmation will normally be issued by email and/or SMS.
• Delivery bookings and final scheduling information are typically confirmed between 1 and 7 days prior to delivery.
• On the day of delivery, the Buyer may receive additional email and/or SMS notifications containing delivery updates.
• Estimated arrival times are provided for guidance only and may change without notice.
• During periods of high demand, the Seller may utilise carefully selected third-party carriers to maintain service levels.
• The Seller may offer out-of-hours or weekend deliveries where operationally practical.

5.4 Delivery Charges & Delivery Zones
• Standard delivery charges apply to Orders with a total Goods weight of up to 1,000kg.
• Orders exceeding 1,000kg are subject to an individual delivery quotation based on the total weight, dimensions, delivery location, vehicle requirements, unloading arrangements, and other operational considerations.
• Zone A – Core Delivery Zone: £170 excluding VAT.
• Zone B – Extended Mainland Zone: £260 excluding VAT.
• Zone C – Long-Distance Mainland Zone: £330 excluding VAT.
• Zone D – Special Delivery Zone: Price quoted individually.
• Delivery charges will be confirmed before the Buyer completes the Order and will be shown separately on quotations, Order Confirmations, and invoices where applicable.
• Deliveries to the Scottish Highlands, Scottish Islands, Isle of Wight, Isle of Man, Isles of Scilly, Northern Ireland, and other locations requiring ferry transport or special delivery arrangements are subject to an individual quotation.
• Due to the length, weight, dimensions, or nature of the Goods, delivery to certain locations may not always be available.
• The Seller reserves the right to amend delivery charges at any time prior to acceptance of an Order.
• The Seller reserves the right to refuse delivery where transport is considered unsafe, impractical, or not economically viable.

5.5 Delivery & Unloading
• Deliveries are typically carried out using long-wheelbase vans, curtain-side trucks, and other suitable commercial vehicles.
• Deliveries are normally completed by a single driver.
• Deliveries are kerbside only unless otherwise agreed in writing.
• Drivers are not required to move the Goods into buildings, gardens, rear access areas, upper floors, or any specific installation location.
• Where Goods are delivered without mechanical unloading equipment, the Buyer must ensure that sufficient labour is available to safely unload the Goods upon arrival.
• Failure to provide adequate unloading assistance may result in delivery delays, a failed delivery, additional delivery charges, storage charges, or re-delivery charges.
• If a forklift, telehandler, or other suitable unloading equipment is available on site, the Buyer should notify the Seller before delivery.
• Side-loading or mechanical unloading may be accommodated where practical but cannot be guaranteed.
• The Buyer is responsible for ensuring safe unloading conditions and appropriate manual handling practices.
• Suitable clothing, footwear, gloves, and other appropriate personal protective equipment should be worn during unloading.

5.6 Packaging
• Goods are delivered with packaging materials including plastic wrapping, strapping, protective foam, timber bearers, and other transport protection materials.
• Packaging forms part of the delivered consignment and is intended to protect the Goods during storage, transportation, and unloading.
• Packaging may be removed during unloading to facilitate safe manual handling where mechanical unloading equipment is not available.
• Any packaging removed during unloading will remain at the delivery location. Disposal of all packaging materials is the responsibility of the Buyer.

5.7 Delivery Delays
• All delivery dates, delivery windows, estimated arrival times, and transit times are estimates only and are not guaranteed.
• Delivery schedules may be affected by traffic conditions, road closures, accidents, adverse weather, vehicle breakdowns, operational requirements, supplier delays, previous deliveries taking longer than anticipated, driver hours regulations, or any other circumstances beyond the Seller’s reasonable control.
• Where a significant delay occurs, the Seller will use reasonable endeavours to keep the Buyer informed and provide an updated estimated delivery time where reasonably practicable.
• The Seller shall not be liable for any loss, damage, costs, inconvenience, delay to installation, labour costs, loss of earnings, or any indirect or consequential loss arising from a delayed delivery where the delay is caused by circumstances beyond the Seller’s reasonable control.
• A delayed delivery shall not entitle the Buyer to cancel the Contract, refuse delivery, reject the Goods, or claim compensation unless otherwise required by applicable law.

5.8 Inspection, Acceptance & Claims
• The Buyer must inspect the Goods upon delivery and before signing any delivery documentation.
• The Buyer is responsible for verifying the quantity of Goods delivered, including the number of packs, boards, and other items supplied.
• Any shortages, missing items, or delivery discrepancies must be reported to the driver at the time of delivery and clearly recorded on the delivery documentation before it is signed.
• Once the delivery documentation has been signed without notation of shortages or discrepancies, the Goods shall be deemed to have been delivered in full, and subsequent shortage claims will not be accepted.
• Any visible transport damage must be reported to the driver at the time of delivery and recorded on the delivery documentation before acceptance.
• Any defect that would have been apparent upon reasonable inspection at the time of delivery shall be deemed accepted unless reported to the Seller in writing within 48 hours of delivery.
• Any alleged manufacturing defect that could not reasonably have been identified during delivery inspection must be reported to the Seller in writing, together with supporting photographs, within 14 days of delivery and prior to installation, cutting, coating, modification, or any further processing of the Goods.
• Goods must not be installed, cut, coated, modified, or otherwise processed before any alleged defect has been reported to and assessed by the Seller.
• The Seller reserves the right to inspect, test, repair, replace, or otherwise assess any Goods that are the subject of a claim before determining the appropriate remedy.
• Failure to comply with the inspection and reporting requirements set out in this Clause may result in the rejection of the claim.

5.9 Timber Tolerances & Natural Characteristics
• Timber is a natural material and variations in colour, grain pattern, texture, knots, character markings, growth characteristics, brushing levels, char depth, finish, dimensions, and overall appearance are inherent characteristics of the product.
• Finished dimensions may vary due to machining tolerances, moisture content, kiln drying, the Yakisugi charring process, treatment and finishing processes, storage conditions, transportation, and natural timber movement. Unless otherwise agreed in writing, all finished dimensions are nominal.
• Unless otherwise stated in writing, dimensional tolerances of up to ±5mm in width and ±2mm in thickness may apply. Such variations are normal manufacturing tolerances and shall not constitute a defect.
• Samples, photographs, Website images, brochures, and display materials are provided for illustrative purposes only. Natural variation between samples and supplied Goods is to be expected.
• Due to the natural properties of timber and the Yakisugi charring process, some boards may exhibit bowing, twisting, cupping, warping, checking, surface cracking, raised grain, weathering, texture variation, movement, and other natural characteristics. Timber is hygroscopic and will expand, contract, and move in response to environmental conditions, temperature changes, and fluctuations in moisture levels. Minor movement and distortion are inherent characteristics of timber products and can normally be corrected during installation using recognised fixing methods. Such characteristics shall not be regarded as defects. Any board alleged to be unusable due to excessive distortion will be assessed by the Seller on a case-by-case basis.
• The performance and appearance of timber products depend upon correct storage, handling, installation, ventilation, fixing methods, and ongoing maintenance. The Buyer is responsible for ensuring that all Goods are stored and installed in accordance with recognised industry practices, applicable building regulations, manufacturer recommendations, and any guidance provided by the Seller.
• The Seller shall not be liable for defects, distortion, movement, splitting, warping, excessive moisture retention, coating failure, premature weathering, or other issues arising wholly or partly from incorrect storage, handling, installation, fixing methods, inadequate ventilation, insufficient expansion allowances, unsuitable site conditions, failure to follow recognised timber installation practices, or inadequate maintenance.
• The natural variations and characteristics described in this Clause, together with any issues arising from the circumstances referred to above, shall not constitute grounds for rejection, replacement, cancellation, refund, or any claim for compensation.

5.10 Risk Transfer
• Risk of loss of or damage to the Goods passes to the Buyer upon delivery or collection.

5.11 Failed Deliveries
• A delivery shall be deemed to have failed where it cannot be completed due to circumstances attributable to the Buyer or the delivery location.
• Examples include, but are not limited to, the Buyer or their representative being unavailable to accept delivery, insufficient labour being available to unload the Goods, unsuitable or unsafe access, undisclosed access restrictions, failure to provide agreed unloading equipment, or refusal to accept delivery without lawful justification.
• Where a delivery fails due to circumstances attributable to the Buyer, the Seller reserves the right to charge any reasonable additional costs incurred, including storage, handling, re-delivery, and additional transport charges.
• Where a delivery cannot be completed due to circumstances beyond the Seller’s reasonable control, including severe traffic disruption, road closures, accidents, adverse weather, vehicle breakdowns, or other unforeseen events, the Seller will rearrange delivery as soon as reasonably practicable. Such circumstances shall not constitute a breach of the Contract.

5.12 Collection of Goods
• Goods may be collected only by prior arrangement and during the Seller’s normal collection hours.
• The Buyer is responsible for ensuring that they, or their nominated representative or carrier, arrive with a suitable vehicle capable of transporting the Goods safely and legally.
• The Seller reserves the right to refuse to load any vehicle considered unsuitable or unsafe.
• Any loading assistance provided by the Seller is given without responsibility for the securing or transportation of the Goods, which remains the responsibility of the Buyer or their nominated representative or carrier.
• The Buyer, or their nominated representative or carrier, must inspect the Goods and verify quantities before leaving the collection point.
• Risk of loss of or damage to the Goods passes to the Buyer upon collection of the Goods by the Buyer, their nominated representative, or carrier, or when the Goods are loaded onto the Buyer’s or their nominated carrier’s vehicle.

5.13 Storage Charges
• Where the Buyer requests that Goods ready for dispatch or collection are held beyond the agreed dispatch or collection date, the Seller may, at its discretion, store the Goods for a reasonable period.
• The Seller reserves the right to charge reasonable storage and handling fees where Goods remain uncollected or undelivered due to circumstances attributable to the Buyer.
• Extended storage may result in revised delivery or collection dates, additional handling charges, or other reasonable costs incurred by the Seller.

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6. Returns & Cancellation

This Clause is intended to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, and other applicable consumer protection legislation.

6.1 Consumer Cancellation Rights
• Consumers may cancel an Order for standard, non-bespoke Goods within 14 days of receiving the Goods, subject to applicable consumer protection legislation.
• The Buyer must notify the Seller in writing of their decision to cancel before returning the Goods.
• Unless otherwise required by law, the Buyer is responsible for arranging and paying the direct cost of returning the Goods.
• The Seller is under no obligation to arrange collection of returned Goods but may, at its sole discretion, offer a collection service at the Buyer’s expense.
• Where the Goods cannot ordinarily be returned by post due to their size, weight, length, or nature, the Buyer remains responsible for arranging suitable return transport unless otherwise required by law.
• Returned Goods must be unused, uninstalled, unmodified, and returned in a clean, resalable condition together with any accessories, packaging, and documentation where reasonably practicable.
• Original delivery charges are non-refundable except where the Seller is legally required to refund them.
• The Seller reserves the right to make an appropriate deduction from any refund where the value of the Goods has been diminished as a result of handling beyond that reasonably necessary to establish their nature, characteristics, and functioning.

6.2 Made-to-Order Goods
• The right to cancel does not apply to Goods manufactured, processed, machined, coated, treated, finished, or otherwise produced to the Buyer’s specification or clearly personalised to the Buyer.
• This includes, but is not limited to, made-to-order timber cladding, decking, fencing, bespoke dimensions, custom machining, coated products, charred timber products, and any other bespoke or specially manufactured Goods.
• Once production of such Goods has commenced, the Order may not be cancelled without the Seller’s prior written agreement.
• Where Goods are proven to be faulty, damaged, or not in accordance with the Contract, the Seller will provide an appropriate remedy in accordance with applicable consumer protection legislation.

6.3 Return Requests & Claims
• All requests for cancellations, returns, shortages, damage claims, manufacturing defect claims, or any other matter relating to the Goods or the Contract should be submitted in writing using the contact details published on the Website.
• The Seller may request photographs, supporting information, or the return of the Goods for inspection before determining the appropriate remedy.
• No Goods may be returned without the Seller’s prior written agreement.
• Acceptance of returned Goods by the Seller does not constitute acceptance of liability or acknowledgement that the Goods are faulty.

 

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