Standard TERMS AND CONDITIONS for the use of our website and for the sale of goods in store and online
These Terms and Conditions are the standard terms for the sale of goods and use of our website by BTL TImber & Hardware, a Private Ltd Company registered in England under number 06533279, whose registered address is The Woodyard, Addison Road, Toronto, DL14 7RH and whose main trading address is The Woodyard, Addison Road, Toronto, DL14 7RH.
PLEASE READ THESE TERMS CAREFULLY AND ENSURE THAT YOU UNDERSTAND THEM BEFORE USING OUR SERVICES OR OUR WEBSITE.
1. Definitions and Interpretation
1.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:
means, any day other than a Saturday, Sunday or bank holiday;
means any day of the year;
means a delivery of Goods, the character and/or value of which would be materially impaired if divided;
means the contract for the purchase and sale of Goods, as explained in Clause 3;
means the goods which are to be supplied by Us to you as specified in your Order (and confirmed in Our Order Confirmation);
means a calendar month;
means the price payable for the Goods;
means a special offer price payable for Goods which We may offer from time to time;
means your order for the Goods;
means Our acceptance and confirmation of your Order as described in Clause 3;
means BTL Timber & Hardware Ltd, a Private Ltd Company registered in England under number 06533279, whose registered address is The Woodyard, Addison Road, Toronto, Bishop Auckland, DL14 7RH and whose main trading address is The Woodyard, Addison Road, Toronto, Bishop Auckland, DL14 7RH.
1.2 Each reference in these Terms and Conditions to “writing” and any similar expression includes electronic communications whether sent by e-mail, text message, fax or other means.
2. Information About Us
2.1 BTL Timber & Hardware Ltd is a Private Ltd Company registered in England under number 06533279, whose registered address is The Woodyard, Addison Road, Toronto, Bishop Auckland, DL14 7RH and whose main trading address is The Woodyard, Addison Road, Toronto, Bishop Auckland, DL14 7RH.
2.2 Our VAT number is 928758862.
3. The Contract
3.1 These Terms and Conditions govern the sale of goods by Us and will form the basis of the Contract between Us and you. Before making your Order, please ensure that you have read these Terms and Conditions carefully. If you are unsure about any part of these Terms and Conditions, please ask Us for clarification.
3.2 Nothing provided by Us including, but not limited to, sales and marketing literature, price lists and other documents constitutes a contractual offer capable of acceptance. Your Order constitutes a contractual offer that We may, at Our discretion, accept.
3.3 A legally binding contract between Us and you will be created upon Our acceptance of your Order, which can be indicated by an automated website Order Confirmation, written email or verbal communication and acceptance of payment on the phone.
3.4 We shall ensure that the following information is given or made available to you prior to the formation of the Contract between Us and you, save for where such information is already apparent from the context of the transaction:
3.4.1 The main characteristics of the Goods;
3.4.2 Our identity (set out above in Clause 2) and contact details (set out below in Clause 12);
3.4.3 The total Price for the Goods including taxes or, if the nature of the Goods is such that the Price cannot be calculated in advance, the manner in which it will be calculated;
3.4.4 Where applicable, all additional delivery charges or, where such charges cannot be calculated in advance, the manner in which they will be calculated;
3.4.5 Where applicable, the arrangements for payment, delivery and the time by which We undertake to deliver the Goods;
3.4.6 We shall ensure that you are aware of Our legal duty to supply goods that are in conformity with the Contract;
3.4.7 Where applicable, details of after-sales services and commercial guarantees;
3.4.8 Where applicable, the functionality, including appropriate technical protection measures, of digital content; and
3.4.9 Where applicable, any relevant compatibility of digital content with hardware and software that We are aware of or might reasonably be expected to be aware of.
3.5.2 Access to Our Website:
22.214.171.124 Access to Our Site is free of charge.
126.96.36.199 It is your responsibility to make the arrangements necessary in order to access Our Site.
188.8.131.52 Access to Our Site is provided on an “as is” and on an “as available” basis. We may suspend or discontinue Our Site (or any part of it) at any time. We do not guarantee that Our Site will always be available or that access to it will be uninterrupted. If We suspend or discontinue Our Site (or any part of it), We will try to give you reasonable notice of the suspension or discontinuation.
3.5.3 Website Accounts:
184.108.40.206 Certain features on Our Site, including the ability to purchase goods from Us, may require an Account.
220.127.116.11 When creating an Account, the information you provide must be accurate and complete. If any of your information changes, it is your responsibility to ensure that your Account is kept up to date.
18.104.22.168 We recommend that you choose a strong password for your Account.
22.214.171.124 It is your responsibility to keep your Account details safe. You must not share your Account details with anyone else. If you believe your Account is being used by someone else without your permission, please change your password immediately and/or contact Us.
126.96.36.199 You must not use another person’s Account without their permission.
188.8.131.52 If you delete your Account, any User Content that you have shared on Our Site will also be deleted.
3.5.4 Changes to Our Website
184.108.40.206 We may alter and update Our Site (or any part of it) at any time.
3.5.5 Website Disclaimers
220.127.116.11 Nothing on Our Site constitutes professional advice on which you should rely. It is provided for general information purposes only.
18.104.22.168 We make reasonable efforts to ensure that Our Content on Our Site is complete, accurate, and up to date, but to the extent permitted by law, We make no warranties, representations, or guarantees (express or implied) that this will always be the case. Please note that this does not apply to information concerning goods for sale through Our Site.
3.5.6 Our Liability – in relation to website only
22.214.171.124 If you are a business user (i.e. you are using Our Site in the course of business or for commercial purposes), to the fullest extent permissible by law, We accept no liability for any loss or damage, whether foreseeable or otherwise, in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or the use of or reliance upon any Content (including User Content) included on Our Site.
126.96.36.199 If you are a business user, We accept no liability for loss of profit, sales, business, or revenue; loss of business opportunity, goodwill, or reputation; loss of anticipated savings; business interruption; or for any indirect or consequential loss or damage.
3.5.7 Website Viruses, Malware, and Security
188.8.131.52 We exercise reasonable skill and care to ensure that Our Site is secure and free from viruses and malware; however, We do not guarantee that this is the case.
184.108.40.206 You are responsible for protecting your hardware, software, data, and other material from viruses, malware, and other internet security risks.
220.127.116.11 You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to or via Our Site.
18.104.22.168 You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site.
4. Description and Specification of Goods
4.1 We have made every reasonable effort to ensure that the Goods conform to illustrations, photographs and descriptions provided in Our sales and marketing literature and descriptions provided by Our salespeople. We cannot, however, guarantee that all descriptions, illustrations and/or photographs will be precisely accurate due to discrepancies that may arise during the printing process AND/OR differences in the colour reproduction of electronic displays.
4.2 If you receive any Goods that do not conform to the Contract, please refer to Clause 8.
4.3 If We find, or are made aware of, any typographical, clerical or other accidental errors or omissions in any sales and marketing literature, price lists or any other documents We will make every reasonable effort to correct such errors or omissions as soon as is reasonably possible. If, as a result of any such error or omission, you have received the wrong Goods, you may return those Goods to Us as provided in Clause 8. If, as a result of any such error or omission, you have paid too much, We will refund the excess paid for the Goods.
4.4 We reserve the right to make any changes in the specification of the Goods that may be required to conform to any applicable safety or other legal or regulatory requirements without notice.
4.5 In reference to all TIMBER products specifically:
a) Timber is a natural material and shades may vary between batches and also between photographs shown on our website.
b) Timber is also prone to shrink and expand due to seasonal changes in weather.
c) Splits/Cracks/Warping will naturally occur in timber products, particularly during dryer weather. This does not affect the longevity of the product.
d) Knots (an area where a branch grew) can occur naturally in timber products, sometimes these can become dislodged.
4.6 Sizes of the products given by Us are approximates only and within normal standard trade tolerances.
4.7 Some products e.g. HC4/UC4 Timber, Fencemate Durapost, Charlton’s Gates, Ecoscape Decking etc. have their own specific guarantees and warranty terms and conditions. These are in addition and/or replacement (where applicable) to the terms and conditions for Us.
5.1 All Orders for Goods made by you will be subject to these Terms and Conditions.
5.2 You may change your Order at any time before We despatch the Goods by contacting Us at your earliest convenience by telephoning 01388 608452 or emailing us on email@example.com.
5.3 If your Order is changed We will inform you of any change to the Price either verbally on the phone or in writing via email.
5.4 You may cancel your Order at any time before We despatch the Goods or within 14 calendar days from receiving delivery/collection of the goods. If you have already paid for the Goods under Clause 6, the payment will be refunded to you within 14 business days. If you request that your Order be cancelled, you MUST confirm this cancellation in writing to firstname.lastname@example.org.
5.5 We may cancel your Order at any time before We despatch the Goods in the following circumstances:
5.5.1 The Goods are no longer in stock and We are unable to re-stock (if, for example, the Goods are discontinued); or
5.5.2 An event outside of Our control continues for more than 60 days (please see Clause 11 for events outside of Our control).
5.6 If we cancel your Order under sub-clause 5.5 and you have already paid for the Goods under clause 6, the payment will be refunded to you within 14 business days. If we cancel your Order, the cancellation will be confirmed by Us in writing.
6. Price and Payment
6.1 The Price of the Goods will be that shown on Our website www.btltimber.co.uk which is in force at the time of your Order. If the Price shown in your Order differs from Our current Price We will inform you upon receipt of your Order.
6.2 If We quote a Special Price which is different to the Price shown on Our current website www.btltimber.co.uk, the Special Price will be valid for 30 days or, if the Special Price is part of an advertised special offer, for the period shown in the advertisement. Orders placed during this period will be accepted at the Special Price even if We do not accept the Order until after the period has expired.
6.3 Our Prices may change at any time but these changes will not affect any Orders that We have already accepted.
6.4 We have made every reasonable effort to ensure that Our Prices, as shown on Our current website www.btltimber.co.uk correct. Prices will be checked when We process your Order. If the actual Price of the Goods is lower than that stated in your Order, you will be charged the lower Price. If the actual Price of the Goods is higher than that stated in your Order, We will ask you how you wish to proceed.
6.5 All Prices include VAT. If the rate of VAT changes between the date of your Order and the date of your payment, We will adjust the rate of VAT that you must pay. Changes in VAT will not affect any Prices where We have already received payment in full from you.
6.6 Our Prices exclude the cost of delivery. Delivery costs will be added on to the final sum due.
6.7 All Customers (excluding Credit Account Holders): All payments for Goods must be made in advance before We can despatch the Goods to you.
6.8 All Customers (excluding Credit Account Holders): Payment will be required in advance for any custom-made, custom ordered or pre-cut items.
6.9 Credit Account Holders ONLY: All payments for Goods must be made within 28 days of the first day of the following month of each dated invoice. Failure to make payment in time will result in the immediate suspension of your account. We may charge you interest on the overdue sum at the rate of 3% per annum above the base lending rate of Barclays Bank from time to time. Interest will accrue on a daily basis from the due date for payment until the actual date of payment of the overdue sum, whether before or after judgment. You must pay any interest due when paying an overdue sum.
6.10 We accept the following methods of payment:
6.10.2 Bank Transfers/BACS Payments;
6.10.3 Visa/Debit Cards;
6.10.4 Contactless Card/Phone Payments;
6.10.5 Online Card Payments via Paypal or Barclaycard Portals.
6.11 We DO NOT accept American Express as a form of payment for any goods. If you use this method of payment you will be subject to any charges we incur.
6.12 If you do not make payment to Us by the due date as shown in/on your invoice or statement We may charge you interest on the overdue sum at the rate of 3% per annum above the base lending rate of Barclays Bank from time to time. Interest will accrue on a daily basis from the due date for payment until the actual date of payment of the overdue sum, whether before or after judgment. You must pay any interest due when paying an overdue sum.
6.13 The provisions of sub-Clause 6.12 will not apply if you have promptly contacted Us to dispute an invoice in good faith. No interest will accrue while such a dispute is on-going.
6.14 All refunds/reimbursements will be made using the same method of payment YOU used for the initial payment transaction. You will not incur any fees for US simply reimbursing/refunding YOU.
7.1 Please note that delivery is currently only possible within the United Kingdom and within a 20 mile radius of DL14 7RH.
7.2 When We provide you with an Order Confirmation, We will provide an estimated delivery date, this is usually within 3 business days. Please note that estimated delivery dates may vary according to the availability of Goods, your location, and circumstances beyond Our control. Unless agreed otherwise, the Goods will be delivered without undue delay and in any case no later than 30 Calendar Days after the date on which the Contract is formed.
7.3 If you indicate in your Order that you wish to collect the Goods from Us yourself you may do so after receiving Our Order Confirmation. You can collect your goods during Our usual business hours of 8am-5pm weekdays and 8:30am-12:30pm on Saturday.
7.4 Delivery will be deemed to have taken place when the Goods have been delivered to the delivery address indicated in your Order. You (or someone identified by you) does not have to have taken physical possession of the Goods for US to have considered them delivered. If you are collecting the Goods from Us yourself, when you have collected the Goods they will be considered as delivered. You may cancel your Order at any time before We despatch the Goods or within 14 calendar days from receiving delivery/collection of the goods.
7.5 The responsibility (sometimes referred to as the “risk”) for the Goods remains with Us until delivery is complete as defined in sub-Clause 7.4 at which point it will pass to you.
7.6 You own the Goods once We have received payment in full for them.
7.7 Please note carefully the following:
7.7.1 If We refuse to deliver the Goods, you may treat the Contract as being at an end and We will reimburse you without undue delay.
7.7.2 If delivery of the Goods within the agreed time period or at the agreed time was essential (taking into account the relevant circumstances at the time the Contract was formed) and We fail to deliver, you may treat the Contract as being at an end and We will reimburse you without undue delay.
7.7.3 If you have told Us that delivery within the agreed time period or at the agreed time was essential and We fail to deliver, you may treat the Contract as being at an end and We will reimburse you without undue delay.
7.8 If any of the events in sub-Clause 7.7 occur you may, instead of treating the Contract as being at an end, specify a new delivery time or time period. If We continue to fail to deliver the Goods, you may treat the Contract as being at an end and We will reimburse you without undue delay.
7.9 If, despite the events in sub-Clause 7.7, you choose not to treat the Contract as being at an end, your right to cancel your Order or to reject the Goods will be unaffected. If you do so, We will reimburse you without undue delay.
8. Faulty, Damaged or Incorrect Goods
8.1 By law, We must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect Goods, please contact Us as soon as reasonably possible or within 7 business days to inform Us of the fault, damage or error, and to arrange for a refund, repair or replacement.
8.2 Beginning on the day that you receive the Goods (and ownership of them) you have a 30 Calendar Day right to reject the Goods and to receive a full refund if they do not conform as stated above. If you do not wish to reject the Goods, or if the 30 Calendar Day period has expired, you may request that the Goods are repaired or replaced. After the 30 day calendar period you must prove to Us that the defect was present at the time of purchase in order to qualify for a repair or replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In some cases, if repair or replacement is impossible or otherwise disproportionate, We may instead offer you the alternative (i.e. a replacement instead of a repair or vice versa) or a full refund.
If you request a repair or replacement during the first 30 Calendar Day period, that period will be suspended while We carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Goods. If less than 7 Calendar Days remain out of the original period, it will be extended to 7 Calendar Days.
If, after a repair or replacement, the Goods still do not conform (or if We cannot repair or replace them, as described above, or have failed to act within a reasonable time and/or without causing you significant inconvenience), you may have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund.
If you exercise this final right to reject the Goods more than six months after you receive them (and ownership of them), we may reduce any refund to reflect the use you have had out of the Goods.
8.3 Please note that you will not be eligible to claim under this Clause 8 if We informed you of any faults, damage or other problems with the Goods before your purchase of them; if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not return Goods to Us under this Clause 8 merely because you have changed your mind. Please refer to Clause 9 for details of what to do if you change your mind.
8.4 To return Goods to Us for any reason under this Clause 8, you may do so in person during Our usual business hours of 8am till 5pm weekdays or 8:30am till 12:30pm on Saturday’s. You may alternatively request that We collect the Goods from you. Please ensure that the Goods are ready for collection at the agreed time and location. We are solely responsible for collecting the Goods in this case. We will be fully responsible for the costs of returning Goods under this Clause 8 and will reimburse you where appropriate.
8.5 Refunds (whether full or partial, including reductions in price) under this Clause 8 will be issued within 14 Calendar Days of the day on which We agree that you are entitled to the refund.
8.6 Any and all refunds issued under this Clause 8 will include all delivery costs paid by you when the Goods were originally purchased.
8.7 All refunds/reimbursements will be made using the same method of payment YOU used for the initial payment transaction. We reserve the right to charge a 10% handling fee for all goods returned by way of good will, after 14 days.
8.8 For full details of your rights and remedies as a consumer, please contact your local Citizens Advice Bureau or Trading Standards Office.
8.9 In reference to any TIMBER products specifically please refer to clause 4.5 before raising any concerns re faulty/damaged timber goods.
9. Returning Goods If You Change Your Mind
9.1 If you are not satisfied with any Goods purchased from Us you have the right to return them in exchange for a refund or a replacement, subject to the provisions of this Clause 9. This Clause 9 does not apply to Goods that are not in compliance with the Contract and your legal rights. For such Goods, please refer to Clause 8.
9.2 Please note we DO NOT accept returns on any custom-made/custom ordered products or pre-cut timber unless faulty or damaged.
9.3 If you wish to return Goods to Us under this Clause 9 you must do so within 14 calendar days of taking delivery (or collecting them from Us), telling Us why you wish to return the Goods. Please email us on email@example.com with a full list of the items you wish to return along with the reason why and also an invoice number that corresponds to this purchase.
9.4 All Goods must be returned to Us under this Clause 9 in their original condition, in their original, un-opened packaging (where applicable), accompanied by proof of purchase (e.g. invoice and/or card receipt).
9.5 You may return Goods to Us in person during Our usual business hours of 8am till 5pm weekdays and 8:30am till 12:30pm on Saturday’s. You are solely responsible for the cost of returning Goods to Us under this Clause 9.
9.6 You may request that We collect the Goods from you or you may be unable to return the goods yourself. Please ensure that the Goods are ready for collection at the agreed time and location. You are solely responsible for the cost to Us of collecting the Goods under this Clause 9. The maximum we will charge you to collect the goods is £50+ VAT.
9.7 Refunds or replacements will be issued to you immediately if you return Goods to Us in person or within 14 business days of Our receipt of the Goods if We collect the Goods from you.
9.8 Please note that this extended return period (guarantee) applies only to consumers resident in the United Kingdom. The provisions of this Clause 9 are in addition to your legal rights, not instead of them.
10. Our Liability
10.1 We will be responsible for any foreseeable loss or damage that you may suffer as a result of Our breach of these Terms and Conditions or as a result of Our negligence (including that of Our employees, agents or sub-contractors). Loss or damage is foreseeable if it is an obvious consequence of Our breach or negligence or if it is contemplated by you and Us when the Contract is created. We will not be responsible for any loss or damage that is not foreseeable.
10.2 Nothing in these Terms and Conditions seeks to exclude or limit Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents or sub-contractors); or for fraud or fraudulent misrepresentation.
10.3 Nothing in these Terms and Conditions seeks to exclude or limit Your legal rights as a consumer. For more details of Your legal rights, please refer to Your local Citizens Advice Bureau or Trading Standards Office.
11. Events Outside of Our Control (Force Majeure)
11.1 We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.
11.2 If any event described under this Clause 11 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms and Conditions:
11.2.1 We will inform you as soon as is reasonably possible;
11.2.2 Our obligations under these Terms and Conditions will be suspended and any time limits that We are bound by will be extended accordingly;
11.2.3 We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;
11.2.4 If the event outside of Our control continues for more than 60 calendar days We will cancel the Contract and inform you of the cancellation. Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible;
11.2.5 If an event outside of Our control occurs and you wish to cancel the Contract, you may do so in accordance with your right to cancel under sub-Clause 5.4 above.
12. Communication and Contact Details
12.1 If you wish to contact Us, you may do so by telephone at 01388 608452 or by email at firstname.lastname@example.org.
12.2 In certain circumstances you must contact Us in writing (when cancelling an Order, for example). When contacting Us in writing you may use the following methods:
12.2.1 Contact Us by email at email@example.com; or
12.2.2 Contact Us by pre-paid post at BTL Timber & Hardware Ltd. The Woodyard, Addison Road, Toronto, Bishop Auckland, County Durham, DL14 7RH.
13. Complaints and Feedback
13.1 We always welcome feedback from Our customers and, whilst We always use all reasonable endeavours to ensure that your experience as a customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.
13.2 If you wish to complain about any aspect of your dealings with Us, please contact Us in one of the following ways:
13.2.1 In writing, addressed to Rachel Halladay, Company Director at BTL Timber & Hardware Ltd, The Woodyard, Addison Road, Toronto, Bishop Auckland, County Durham, DL14 7RH
13.2.2 By email, addressed to Rachel Halladay, Company Director at firstname.lastname@example.org.
13.2.3 By contacting Us by telephone on 01388 608452.
14. How We Use Your Personal Information (Data Protection)
15. Other Important Terms
15.1 You may not transfer (assign) your obligations and rights under these Terms and Conditions (and under the Contract, as applicable) without Our express written permission. Please note, however, that you can transfer the benefit of the extended return period (guarantee) in Clause 9 without our consent.
15.2 The Contract is between you and Us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Terms and Conditions (except the benefit of the extended return period (guarantee) in Clause 9).
15.3 If any of the provisions of these Terms and Conditions are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Terms and Conditions. The remainder of these Terms and Conditions shall be valid and enforceable.
15.4 No failure or delay by Us in exercising any of Our rights under these Terms and Conditions means that We have waived that right, and no waiver by Us of a breach of any provision of these Terms and Conditions means that We will waive any subsequent breach of the same or any other provision.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, the Contract, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales. As a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in Sub-Clause 16.1 above takes away or reduces your rights as a consumer to rely on those provisions.
16.2 Any dispute, controversy, proceedings or claim between you and Us relating to these Terms and Conditions, the Contract, or the relationship between you and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.