Deliveries & Terms & Conditions
This website is operated by Hertfordshire Timber & Building Supplies Limited (we, us, our), a company registered in England and Wales under company number 3883752 and with its registered office at 2, Croft Chambers, 11, Bancroft, Hitchin SG5 1JQ. Our VAT number is GB 741 072 952.
To contact us:
Hertfordshire Timber & Building Supplies Ltd
These terms and conditions confirm the legal terms (Terms) on which we will sell the products (Products) listed on our website (our site).
These Terms apply to any contract between us and you for the sale of Products (Contract). Please read them carefully and make sure that you understand them before you place your order. You should also print a copy of these Terms for your future reference.
How We Use Your Personal Information
We will only use your personal information to enable us to fulfill your order or answer your inquiry. We will not pass on your information to any third parties. As a valued customer you agree to be contacted by us via email with occasional promotions and special offers.
How the Contract Is Formed Between Us
Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.
After you place an order, we will send you an e-mail to confirm that we have received it (Order Acknowledgement). However, this does not mean that your order has been accepted by us.
Unless you cancel your order before the delivery date or we have contacted you to confirm that we are unable to accept your order, our acceptance of your order will occur automatically when we contact you with a delivery date. The delivery date will be within seven working days of order being placed. The Contract will only be formed at this time.
We reserve the right to reject any order for any reason and no order will be accepted until payment is received in full for all Products and any related delivery charges.
All orders are subject to stock availability. If we are unable to supply any of the Products that you have ordered we will inform you as soon as possible. In the event that an out-of-stock product is part of an order and we cannot contact you, we will send what products we have in stock, refunding the purchase price of any unavailable product where payment has already been made.
Price of Products
The prices displayed on our site are largely the same as our in-store prices. However, we may offer different prices for Products purchased from our site to those in store. These prices may be higher or lower than in our store and our store is under no obligation to match the prices quoted on this site, likewise this site is under no obligation to match in-store prices.
We take care to ensure that the prices of Products on our site are correct. However, due to the large number of Products on our site it is possible that, despite our best efforts, some of them may be incorrectly priced. We normally verify Product prices following receipt of an order and if we discover an error in the price of the Products you have ordered we will contact you to you to give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
Please note that if the pricing error is obvious and unmistakable and could reasonably have been recognized by you as a pricing error, we do not have to provide the Products to you at the incorrect (lower) price even if we have failed to notify you that we do not accept your order within 7 days of our sending our Order Acknowledgement.
The price of all Products excludes VAT (where applicable) and does not include delivery charges. Our delivery charges are £10.00 + VAT for standard delivery (see Delivery section below).
Our standard delivery is a £10.00 + VAT charge per delivery under the value of £200.00, deliveries over this value will be free for Standard delivery. This is applicable on all deliveries within 40 miles of our site at SG6 1HR. For deliveries outside of this radius, please contact us for a delivery quote. Alternatively we will contact you to discuss this if your order falls outside of the stated area.
All quoted delivery dates and times are estimates and although we will try our best to meet them we will not be responsible if we are unable to do so. We will let you know if we cannot deliver your products within 7 days of when we receive your payment and will give you the option to either wait for the Products or cancel your order and receive a full refund.
We strongly recommend that you do not book fitters or trades persons until your order has been delivered and checked by you. We cannot be held responsible for any third-party costs or charges which you incur due to non-delivery of an order, or orders that have not been checked on delivery.
We are not able to process orders or deliver on UK Bank Holidays and Weekends.
All orders will be delivered to a single address. For security reasons your first order using a credit/debit card for the first time when placed online or by phone will need to be delivered to the cardholder's address. Subsequent orders can then be made to an alternative address.
To minimize inconvenience we will, wherever possible, try to make one single delivery to you. This means that if your order contains a mix of products with different delivery lead times, the longest lead time will apply to the whole order.
All deliveries must be received and signed for by a person over the age of 18. If no-one is available to take the delivery, we will leave details at the address to rearrange delivery. We may need to make an additional handling charge for re delivery. Should no-one be available to take the re delivery we may cancel the order and refund your money, excluding any delivery charges.
Due to insurance guidelines, our delivery personnel are unable to enter private residences. Delivery will be to the kerbside of the delivery address. The recipient of the Products is responsible for any additional lifting once the delivery has been made.
Risk of loss and damage in the Products will pass to you on the date when the Products are delivered or on the date on which we make our first attempt to deliver them to you.
Returns and Refunds
Products Which Are Not Required
You can return any unused Product to us in its original condition for a refund within 14 days of delivery to you. This right to return does not apply to bespoke or made to measure products.
You can cancel any on-line order (excluding bespoke or made to measure products) and receive a full refund (including standard delivery charges) by contacting us by either phone (01462 686838) or email (email@example.com) before scheduled delivery date. No refund of delivery charges will be made if the cancellation notice is received outside of this time frame.
Refunds will be paid to the payment card used to place the order and will be made as soon as possible and no later than, the earlier of 5 days after our receipt of the returned Products or 5 days after our receipt of evidence of the return of the Products to us. We are permitted to reduce your refund to reflect any reduction in the value of the Products which are due to the manner in which you have handled them.
Please note that if you cancel an order after the Product has been delivered, you will be responsible for returning the Product to us at your cost and within 14 days of the cancellation of your order. For information regarding the return of Products please see below.
How to Return a Product
If you wish to return a Product after it has been delivered, you will be responsible for returning the Product to us at your cost by any of the following methods:
Free Returns to Store
You can return any Product you no longer require to us
Request A Collection From Site:
To arrange for a Product to be collected please e-mail firstname.lastname@example.org or telephone us on 01462 686838 with your order number and details of the Product to be returned. We will arrange for the collection of the Product by our delivery staff. Please note that there will be a minimum charge payable by you of £30 for this service, which may rise depending on your location and product type.
All refunds for returned Products will be processed within 5 days and will be made to the account used to purchase the product.
Faulty or Damaged Products
In the unlikely event that a delivered product is faulty or damaged, we will exchange it or provide you with a refund, as long as we are notified of the product's fault within 3 days of it being delivered to you.
You can choose to return faulty or defective Products to Herts Timber store with proof of purchase. Alternatively, you can arrange for the faulty or defective Product to be collected by e-mailing email@example.com or by telephoning us on 01462 686838 with your order number and details of the product to be returned. We will collect it at no expense to you and either provide a replacement or process a refund.
All refunds will be processed via the original payment method used at time of products purchase.
Except for the remedies set out in our Refunds and Returns section (see above), if any Product which we supply is proven to be damaged or defective we will either repair or replace the Product or offer a refund less a fair amount on account of your use of the Product.
Where we are unable to perform our obligations under the Contract due to matters outside of our control or if we supply a product that is damaged or defective we will not in any circumstances accept liability for any claim to recover loss of profits or any special or indirect loss, damage or expense. Nothing in these conditions excludes or limits in any way our liability for:
a) death or personal injury caused by our negligence;
b) fraud or fraudulent misrepresentation; or
c) any matter for which it would be illegal for us to exclude or attempt to exclude our liability.
As a consumer customer you may have additional legal rights in relation to Products that are faulty or not as described and nothing in these Terms affects these rights. Further advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
As a responsible retailer, we are aware that minors can incorrectly use some DIY products. We do not knowingly sell to children and orders may only be placed by persons aged 18 or over.
Other Important Terms
We reserve the rights to make changes to these Terms. Any changes will be posted to the site and will take effect immediately. You should therefore read the Terms each time you place an order with us.
Our site and its contents and any Contract formed as a result of its use shall be governed by and construed in accordance with English law and shall be subject to the exclusive jurisdiction of the English courts.
If you are not satisfied with your purchase please contact Herts Timber by telephone 01462 686838 or email firstname.lastname@example.org We will try to resolve any issues that you have as quickly as possible.