For Enquiries Call: (01274) 673187
Product Maintenance and Guarantee
In general, our manufacturers offer a full 12-month parts warranty. Some manufacturers also offer an extended guarantee on certain product ranges, in such cases this will be clearly marked on the product page and full details and terms of the guarantees provided as appropriate.
The Pinelap 10 Year Timber Guarantees offer protection against general timber rot and decay – the guarantee does not cover the product against timber splits or warping which may occur naturally over time. To maintain the validity of these guarantees the product must be assembled strictly in accordance with the instructions supplied, treated annually (internally and externally) with an appropriate high quality preservative and all glazing units must be sealed (Internally and externally) with silicone or other water tight sealant. For more information on how to correctly assemble and maintain your garden building send us a message for further assistance by clicking here.
Roofing felt is guaranteed up to 6 months. Wrinkling is not a defect and is a natural occurrence due to weather temperatures and timber movements.
The Pinelap timber guarantees will be deemed invalid if:
- The product has not been assembled correctly by the end user in line with the assembly instructions. (Please see our product assembly & maintenance section).
- The base upon which the product is assembled is not suitable – all buildings should be assembled on a firm and level base constructed from a suitable material.
- The product has not been treated after delivery/assembly (internally and externally) and treated annually (internally and externally) thereafter with an appropriate high quality preservative. (Please see our product assembly & maintenance section).
- Any windows have not been sealed, inside and out, with silicone or other water tight sealant.
- The product has been customised or adapted in any way.
- At any point after assembly the building has been in contact with any trees, plants or exterior walls which could allow moisture to penetrate the timber.
- Any timber has been cut, pierced or drilled without a subsequent application of approved cut-end treatment.
- The eventual claimant was not the original purchaser of the product.
- The roofing felt or covering has been damaged or incorrectly fitted allowing water ingress. (Please see our product assembly & maintenance section).
Please note: timber is a natural product and prone to changes in appearance, including some movement, warping and splitting, particularly in extreme weather conditions. This will not affect the structural integrity of the product – this is natural and is not covered by a guarantee.
Cancellations and Returns
The buyer shall inspect the goods immediately upon receipt and shall notify Pinelap by email as soon as possible after the delivery has been made if the goods are damaged or do not comply with any of the contract. If the buyer fails to do so the buyer shall be deemed to have accepted the goods. Where a claim of defect or damage is made, if goods are in the condition as received (not assembled, painted, treated, or altered in any way) Pinelap will supply/replace/repair any necessary parts to complete your agreed initial purchase. If you are a consumer you have the right, in addition to your other rights, to cancel the contract and receive a refund by informing the seller by email within 14 working days after the day of delivery of the goods. You will be asked, however, to pay the costs of the return postage/carriage to Pinelap’s manufacturing facility at BD12 0QY
If the buyer fails to return the goods following cancellation or does not pay the returning delivery fee issued by Pinelap, Pinelap reserve the right and is entitled to deduct the cost of recovering the goods from any refund issued, which will be up to 25% of the building price for any non-customised or standard product and up to 100% of the price for any bespoke or customised product.
If Pinelap send you the incorrect product or if, upon receipt of all relevant evidence, we deem it has arrived faulty or damaged, you will be offered a full refund and exemption from delivery costs. Any item to be returned or replaced must be in the same condition as delivered. Pinelap will not accept any product for return if it has been assembled, modified or customised in any way including being subject to the application of chemicals or paints.
Pinelap will require photographic evidence of any complaints, defects, requests to return a product outside the initial 14-day period or claims of incorrect or incomplete product delivery, which can be submitted by email, fax, or letter.
Any cancellation within the initial 14-day period will be refunded within 30 days of notification to cancel being received – for any cancellation outside of this timeframe all refunds will be processed within 30 days after the product has been successfully returned. Where exchange rates of currency are involved, the refund will be made in pound sterling and at the current exchange rate. Pinelap does not accept responsibility for any loss or gain caused by changes in the exchange rate between the time or ordering and the time of issuing a refund.
If you wish to cancel an order before it has been delivered, you must contact Pinelap immediately. You must confirm your cancellation in writing via fax, letter, or email. If you cancel via telephone your order will be put on hold until a written cancellation has been received. We reserve the right to charge 25% on any orders cancelled within 3 working days of delivery as the product will already have entered the manufacturing process at this time
Please note: all sizes and measurements are approximations only and while Pinelap will endeavour to ensure all products are manufactured as close as possible to the measurements provided we cannot be held responsible should there be a discretion in the finished size.
Bespoke / Customised Products
Goods that are ordered to your specification or not available as a standard product from our website, for example made to order sheds and summerhouses, cannot be cancelled or returned once the order has entered manufacture as they are considered to be bespoke. In this case, after we have sent you our confirmation email you will have entered into a binding contract to buy the goods, and because the goods are being made to your specification you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they are not of satisfactory quality or reasonably fit for the purpose and we cannot remedy the fault to your reasonable satisfaction. Orders of bespoke products may also extend the average delivery lead time.
Timber and Other Natural Products
Timber is a natural product and prone to changes in appearance, including some movement and the occurrence of small knot holes or splits in extreme temperatures and weather conditions. Any splits, knots or similar visual imperfections in the timber will not affect the structural integrity of the product in any way, are not considered to be damage, and do not render the product unfit for purpose. Whilst every effort is made to hand pick timber without visible knotholes or splits there may be occasions where timber is selected in good faith that contains what appears to be a solid knot. Over the course of time / during movement of the product etc it may occur that these small knot holes are then dislodged from the timber leaving a small knot or crack. Unfortunately, we cannot be held responsible for this maturing of the product and can only offer our best advice as how to deal with this situation in the unlikely event that it should occur. When measuring timber for the purpose of technical information the absolute external dimensions will be taken from a sample piece of each component used – it should be noted that due to the complex nature of the product and machining processes that this figure will give an average measurement that could be subject to slight variance throughout the rest of the individual boards in the pack measured. Whilst every effort will be made to select only components which match the average advertised sizing this is subject to the availability of the timber that has been machined and cannot be guaranteed.
Please note: any guarantee offered does not cover the products against timber splits or warping. These are natural characteristics of the products and not defects and neither will these circumstances be accepted as a valid reason for the cancellation of an order, as this can occur naturally over time.
Events Outside of our Control
Pinelap cannot be liable or responsible for any failure to perform, or delay in performance of any of our contracted obligations that is caused by events outside of our reasonable control (Force Majeure Event) A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: Strikes, lockouts and other industrial actions, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport, impossibility of the use of public or private telecommunications networks, any new acts, decrees, legislation, regulations or restrictions of any government. We reserve the right to delay the completion of any of our obligations if we are hindered or prevented from doing so due to a Force Majeure Event, provided that, if the circumstances in question continue for a continuous period in excess of 120 days, either party shall be entitled to give notice in writing to the other to terminate the Agreement.
Pinelap requests that any complaint is submitted in writing via fax, email, or letter (with accompanying photographs where appropriate) in order for us to forward to the appropriate member of staff responsible for dealing with the complaint and allow us the opportunity to thoroughly investigate. Once the details have been reviewed, a written response to the complaint will be provided.
Pinelap provide estimated working day lead times for delivery. However, these timescales are not a maximum or guaranteed time in which the delivery will take place. When your product is ready for delivery and the delivery is then scheduled, you will be contacted by Pinelap to book in the delivery with you via email or telephone. At this time, you will receive your confirmed delivery date.
Pinelap make every effort to deliver goods within a reasonable variance of the published estimated timescales; however, extended delays are occasionally inevitable due to unforeseen factors beyond our control and therefore delivery times are not guaranteed. Estimated delivery dates are not part of the contract between Pinelap and the buyer, and Pinelap shall be under no liability for any delay or failure to deliver the products within the estimated timescales. Unless otherwise agreed in writing by the purchaser and Pinelap, the delivery of goods will take place at the delivery address you have specified in the order.
When the delivery arrives at the specified address someone must be present to accept it and the delivery must be signed for. Alternatively, an agreement can be made prior to delivery whereby written confirmation, in the form of an email or fax, stating permission is provided to drop the goods off at your given address without the requirement to have anyone present to sign for them.
Providing that Pinelap delivers the goods to the address you have specified in the order then the goods will be deemed to have been delivered and Pinelap will not be liable to you for any subsequent claim of non-delivery. Pinelap does not have to be satisfied that the person who accepts delivery at the given address is you (or authorised by you to accept delivery of the goods). The quantity or content of any consignment of goods or components of a good that are recorded by Pinelap upon dispatch shall be conclusive evidence of the quantity or content received by you upon delivery unless you can provide conclusive evidence to the contrary.
Pinelap also reserves the right to suspend future deliveries of goods and cancel any contracts with you if you have a bankruptcy order made against you or make an arrangement or composition with your creditors; convene a meeting of creditors or enter into liquidation. We also reserve the right to suspend any future deliveries should you fail to observe/perform any of your obligations under the contract between you and Pinelap. This includes any contract between yourself and Pinelap for the sale and purchase of the goods incorporating these conditions, whether effected by electronic mail through this website, or otherwise.
If a delivery is made and nobody is there to sign for the product (unless a pre-agreement has been signed allowing Pinelap to leave the product without a signature upon arrival), the product may be left in a secure location within the boundary of your property where possible and we reserve the right to take photographic evidence of the delivered product on your property. If it is not possible to leave the delivery safely, the product will be returned to base, awaiting another suitable dispatch date. In these circumstances the purchaser will be held responsible for paying all additional delivery costs to have the item re-transported.
The largest size of Shed panel we deliver is 10ft long and 8′ wide so if you are restricted for access, it may be advisable to consult our staff for further information. The delivery driver will not assist with carrying any components through your property. Unless expressly stated, Pinelap assumes that the purchaser will be available for delivery at any time with prior notice. Pinelap requests that the provides information relating to any narrow lanes, narrow or low bridges, weight restrictions, or similar vehicle restrictions on the available routes to access the delivery address. Pinelap require notification of any parking/stopping restrictions at the delivery address in advance of delivery. If our vehicle cannot reach your property, the goods may be left at the nearest accessible point.
Delivery of Sheds:
- Delivery is kerbside only unless discussed and agreed as otherwise prior to delivery. You will need an appropriate space as close to your kerbside as possible for our driver to deliver to.
- Garden Sheds and most garden buildings are delivered in single panels and unloaded by hand on arrival.
- Movement of delivered goods beyond kerbside is the responsibility of the customer unless discussed and agreed as otherwise prior to delivery. In any case, movement of the panels beyond kerbside is at the driver’s discretion and the driver will need to assess access on arrival in order to ensure that he can safely move the panels to any requested location beyond kerbside.
- The driver will not carry panels through your property as he is not insured to do so.
- If there is a problem with any component you have received or if something is missing, please email the office and confirm the issue with photographs where applicable.