Please read the following important terms and conditions before you buy anything on our site.

This contract sets out:

• your legal rights and responsibilities;

• our legal rights and responsibilities; and

• certain key information required by law.

In this contract:

• We, us or our means Cracknell Timber Limited registered in England and Wales with Company Number 9398849 whose registered office is at ‘38 Middlehill Road, Colehill, Wimborne, Dorset BH21 2SE’

• You or your means the person using our site to buy goods from us.

If you don't understand any of this contract and want to talk to us about it, please contact us by:

• Email accounts@cracknelltimber.co.uk. Inbox monitored Monday-Friday 8:30am-5pm.

• Telephone 01725 518123 calls will be answered, Monday to Friday 8:30am to 5pm. We may record calls for quality and training purposes.
  

Do you need extra help?

If you would like this contract in another format (for example: audio, large print, braille) please contact us using the contact details at the top of this page.

Who are we?

Cracknell Timber Limited is registered in England and Wales under company number: 9398849.

Our registered office is at: 38 Middlehill Road, Colehill, Wimborne, Dorset BH21 2SE.

Our VAT number is: 205857012.

1 .   Introduction

1.1. If you buy goods on our site you agree to be legally bound by this contract.

1.2. You may only buy goods from our site for non-business reasons.

1.3 . This contract is only available in English. No other languages will apply to this contract.

2 . Information we give you

2.1. By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:

2.1.1. read the acknowledgement email (see clause 3.2.1); or

2.1.2. contact us using the contact details at the top of this page.

2.2 . The key information we give you by law forms part of this contract (as though it is set out in full here).

2.3. If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

3 . Ordering goods from us

3.1 . Below, we set out how a legally binding contract between you and us is made.

3.2. You place an order on the site by following the onscreen prompts after clicking on the item you want to purchase. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.

3.2.1 . When you place your order at the end of the online checkout process (e.g. when you click on the place order and pay), we will acknowledge it by email “(Order Acknowledgement”). This Order Acknowledgement does not, however, mean that your order has been accepted.

3.2.2 . We may contact you to say that we do not accept your order. This is typically for the following reasons:

(a)             the goods are unavailable;

(b)             we cannot authorise your payment;

(c)             you are not allowed to buy the goods from us;

(d)             we are not allowed to sell the goods to you;

(e)             you have ordered too many goods; or

(f)               there has been a mistake on the pricing or description of the goods.

3.2.3. Unless we contact you to confirm that we are unable to accept your order, our acceptance of your order will occur automatically on the date we deliver the goods to you or 7 days following the date we send our Order Acknowledgement. The Contract between us will only be formed at this time.

3.2.4. All orders are subject to stock availability. If we are unable to supply any of the goods that you have ordered we will inform you as soon as possible. In the event that a product that is out of stock is part of an order and we cannot contact you, we will send what goods we have in stock, refunding the purchase price of any unavailable product where payment has already been made.

3.3. Where you place an order for an age restricted good such as knives, blades, solvents and axes you confirm that you are over the age of 18 and that, where applicable, delivery will be accepted by a person over 18.  We reserve the right to cancel your order if we reasonably believe you do not meet the age requirements.

4 . Returns

4.1. You have the right to cancel this contract within 7 days without giving any reason.

4.2. The cancellation period will expire after 7 days from the date of delivery to you or your collection of the goods from a trade counter (as applicable).

4.3. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email) or by returning the goods to your local store.

4.4 . To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

4.5. The right to cancel the contract set out above is subject to the following exclusions:

4.5.1. Goods which are cut, made to measure or mixed to your requirements, or otherwise customised or made to your specifications will not be exchanged or refunded unless they are faulty or incorrectly delivered;

4.5.2. Goods which are liable to deteriorate or expire rapidly, including perishable goods such as plants or turf, will not be exchanged or refunded unless they are faulty or incorrectly delivered;

4.5.3. Your right of cancellation does not apply to goods which are not suitable for return due to health or hygiene reasons, if you have opened the goods packaging after delivery or collection; and

4.5.4. Your right of cancellation does not apply to goods which become mixed inseparably with other items after delivery or collection (which may be the case where the goods are installed).

4.6. If you cancel this contract, we will reimburse to you all payments received from you, less a reasonable handling charge for collection and re-stocking of goods.

4.7. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

4.8. We will make the reimbursement without undue delay, and not later than:

4.8.1. 14 days after the day we received back from you any goods supplied; or

4.8.2. (if earlier) 14 days after the day you provide evidence that you have returned the goods; or

4.8.3. if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

4.9. We will make the reimbursement using the same means of payment as you used for the initial transaction.

4.10. If the goods have been delivered to you:

4.10.1. you shall send back the goods or return them to your local store without undue delay and in any event not later than 10 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you return the goods before the period of 10 days has expired. If you are unable to return the goods please contact your local store who can arrange for the goods to be collected;

4.10.2. you will have to bear the direct cost of returning the goods;

4.10.3. you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

5 . Delivery

5.1. We offer two delivery options – standard delivery and delivery & installation. Prices of these are available on request and are subject to change without notice.

5.2 . The estimated date and time window for delivery of the goods will be discussed on the telephone or via email once we have received your order.

5.2. If something happens which:

5.2.1. is outside of our control; and

5.2.2. affects the estimated date of delivery,

we will let you have a revised estimated date for delivery of the goods.

5.3. Delivery of the goods will take place when we deliver them to the address that you gave to us.

5.4. Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:

5.4.1. let you know;

5.4.2 . cancel your order; and

5.4.3. give you a refund.

5.5. If nobody is available to take delivery, please contact us using the contact details at the top of this page.

5.6. You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.

5.7. We may deliver your goods in instalments.

5.8. If you keep our delivery vehicle waiting for an unreasonable time or the delivery driver is obliged to return without completing delivery, or if due to the nature of the goods we have to provide additional staff to unload the goods, a reasonable additional charge will be made that reflects the extra services provided.

5.9. We pride ourselves on a reliable delivery service and always do our utmost to deliver on the date or time frame specified.  However, please note it acts as a guideline only and cannot be guaranteed, although rare, factors beyond our control can sometimes cause delay and we will endeavour to contact you as soon as we are able to in these cases.

7. Payment

7.1. We accept Visa and MasterCard credit cards and Maestro, Delta, Visa, Electron and Solo debit cards. We do not accept 'prepaid' credit cards. 

7.2. We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

7.3. All payments by credit card or debit card need to be authorised by the relevant card issuer.

7.4. If your payment is not received by us and you have already received the goods, you:

7.4.1. must pay for such goods within 14 days; or

7.4.2 . must return them to us as soon as possible. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.

7.5. If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.

7.6. Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 4.

7.7. The price of the goods:

7.7.1. is in pounds sterling (£)(GBP);

7.7.2. includes VAT at the applicable rate.

8 . Nature of the goods

8.1. The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:

8.1.1. are of satisfactory quality;

8.1.2. are fit for purpose;

8.1.3. match the description, sample or model; and

8.1.4 .  are installed properly (if we install any goods).

8.2 . We must provide you with goods that comply with your legal rights.

8.3. The packaging of the goods may be different from that shown on the site.

8.4 . Any goods sold:

8.4.1 . at discount prices;

8.4.2 . as remnants; or

8.4.3 . as substandard;

will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

8.5. Natural goods may show some colour variation. To the extent permitted by law, we accept no liability associated with such variations.

8.6. Any information on the website and in our catalogues and other media regarding sizing, weights, capacities, specifications, dimensions and measurements of goods is included as a guide only. If you are concerned about the precise size, weight, capacity, specifications, dimensions or measurements of any goods you require, we recommend that you contact us prior to placing an order and/or purchasing goods.

8.7. If your order includes goods that are made according to measurements you provide us, please ensure these measurements are correct and accurate as your right of return as set out in clause 4 will not be available unless the goods are faulty or incorrectly delivered.

8.8. The prices displayed on the website may be different prices for the same goods purchased in the stores. These prices may be higher or lower.

8.9. Our site contains a large number of goods, and it is always possible that, despite our best efforts, some of the goods listed may be incorrectly priced.  We will normally verify prices as part of our dispatch procedures so that, where the goods’ correct price is less than our stated price, we will charge the lower amount when dispatching the goods to you.

8.10. If a good’s correct price is higher than the price stated on our site, we will let you know as soon as reasonably possible.  We will then offer you the option of reconfirming your order at the correct price or cancelling it in exchange for a full refund.

8.11. All prices are subject to change without prior notice.

8.12. Our ability to supply the goods is subject to us holding them in stock or being able to obtain them.  If on receipt of your order, the goods you have ordered are not available either in stock or by special order we will inform you as soon as reasonably possible and if we are unable to obtain them in an agreed time we will refund or re-credit you for any sum that has been paid by you or debited from your credit card or debit card for the goods.

8.13. Whilst we try to maintain continuity of supply in relation to our product lines, we reserve the right to discontinue any goods at any time and we shall be under no obligation to supply you with discontinued goods in the future.  If you have already placed your order, we will notify you as soon as reasonably possible that the goods are not available and offer you an alternative product if one is available or a full refund.

8.14. In the case of certain goods, variations may arise in the finish of those goods where they originate from different factory batches.  We shall not be liable for any loss caused by such variation where such variation does not diminish the quality of the goods and where goods bought for a specific job or purpose are not purchased at the same time.

8.15. We take every precaution in the preparation of our catalogues, technical circulars, price lists and other literature, but these documents are for your general guidance only and do not form part of the contract (in the absence of fraud on our part). If you require advice in relation to the goods, a specific request for advice should be made.

9. Manufacturer Warranties

Some of our goods are sold with a manufacturer’s warranty or guarantee.  The goods description will provide details of any warranty or guarantee.  Any compliant, query or claim under the manufacturer’s guarantee must be made direct to the manufacturer.  These rights are in addition to your statutory rights.

10. Faulty goods

10.1. Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out below.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

For goods the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your goods your legal rights entitle you to the following:

• up to 30 days: if your goods are faulty, then you can get an immediate refund.

• up to six months:

• if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

• up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

10.2. Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

10.3. Please contact us using the contact details at the top of this page, if you want:

10.3.1. us to repair the goods;

10.3.2. us to replace the goods;

10.3.3. a price reduction; or

10.3.4 . to reject the goods and get a refund.

11. End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

12. Limit on our responsibility to you

12.1 . Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for:

12.1.1     losses that:

(a) were not foreseeable to you and us when the contract was formed; or

(b)that were not caused by any breach on our part;

12.1.2. business losses; and

12.1.3. losses to non-consumers.

13. Disputes

13.1. We will try to resolve any disputes with you quickly and efficiently.

13.2 . If you are unhappy with:

13.2.1. the goods;

13.2.2. our service to you; or

13.2.3. any other matter;

please contact us as soon as possible.

13.3. If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:

13.3.1. let you know that we cannot settle the dispute with you; and

13.3.2 . give you certain information required by law about our alternative dispute resolution provider. You may also use the online dispute resolution platform to resolve the dispute with us. For more details, please visit the website on the ‘Your Europe’ portal:  https://webgate.ec.europa.eu/odr .

13.4. If you want to take court proceedings, the relevant courts of England and Wales will have exclusive jurisdiction in relation to this contract.

13.5. The laws of England and Wales will apply to this contract.