Delivery, Installation & Returns

Delivery Information

Due to the bespoke nature of our luxury outdoor living products, delivery arrangements are tailored to each order and confirmed during your design consultation.

Delivery Timeline

• Outdoor Kitchens: Typically 8-12 weeks from order confirmation
• Bioclimatic Pergolas: Typically 6-10 weeks from order confirmation
• Garden Rooms: Typically 6-8 weeks from order confirmation

Lead times may vary depending on manufacturer schedules, customization requirements, and seasonal demand. Confirmed delivery dates will be provided with your order confirmation.

Delivery Charges

Delivery costs are calculated based on your location and the specific products ordered. Standard delivery within a 50-mile radius of Cheltenham is typically included in your quotation. Additional charges may apply for:

• Locations beyond 50 miles from Cheltenham
• Remote or difficult-to-access sites
• Crane or specialist lifting equipment requirements
• Time-specific delivery requests

Professional Installation

We strongly recommend professional installation for all our products. Our approved installation partners are experienced specialists who ensure proper setup and full warranty compliance.

Installation Includes:

• Pre-installation site survey (when required)
• Professional installation by approved contractors
• Product testing and commissioning
• Demonstration of product features and controls
• Waste removal and site cleanup
• Installation warranty coverage

Site Preparation Requirements:

Customers are responsible for ensuring the site is ready for installation:

• Level, stable base or foundations (specifications provided)
• Clear access route for delivery vehicles and installation team
• Electrical supply points (if required, specifications provided)
• Water and drainage connections (if applicable)
• Gas supply (for outdoor kitchens, if required)

Detailed site preparation requirements will be provided following your design consultation and site survey.

Returns & Cancellations

14-Day Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of placing it, provided manufacturing has not commenced. To exercise this right, please contact us in writing.

Cancellation After Manufacturing Commences

Once your bespoke product has entered the manufacturing process, cancellation rights are limited as products are made to your specific requirements. Cancellation at this stage may result in charges for:

• Manufacturing work completed to date
• Materials purchased for your order
• Administration and design fees

Returns Policy

Due to the custom-made nature of our products, returns are not accepted unless:

• The product is faulty or damaged on delivery
• The product does not match the agreed specification
• There has been a manufacturing error

In such cases, please notify us within 48 hours of delivery. We will arrange for inspection and, if appropriate, repair, replacement, or refund in accordance with your statutory rights.

Damage in Transit

Please inspect all deliveries immediately upon arrival. Any damage must be noted on the delivery documentation and reported to us within 24 hours. Failure to report damage within this timeframe may affect your claim.

Warranties & Guarantees

All products are covered by manufacturer warranties, which vary by brand:

• Outdoor Kitchens: 2-10 years (manufacturer and component dependent)
• Bioclimatic Pergolas: Up to 10 years structural warranty
• Garden Rooms: 10-year structural warranty (Pent Haus)

When installed by our approved contractors, installation workmanship is typically covered by a 12-month guarantee. Full warranty details are provided with your order confirmation.

Consumer Rights

Your statutory rights under the Consumer Rights Act 2015 are not affected by our returns policy. You have legal rights if goods are faulty or not as described. For more information, visit Citizens Advice.