Returns Policy

Delivery

We will advise you of availability of goods at the time of ordering.  Any specified period for delivery shall be deemed to commence once all details of the order and payment have been finalised. All delivery dates are subject to change. Before your goods are shipped we will contact you by email or phone to confirm our target delivery date.

Cancellation and Refunds

Under the Consumer Contracts Regulations 2013 law you have the legal right to cancel your order from the moment it is placed until 14 days from the day you received it on all our standard products, with the exception of any non-standard goods made to the customer’s specification.

If you are unhappy with your goods you must inform us in writing (including fax or e-mail) within 14 days of receiving the goods or telephone us on 01439 339077. In order to receive a refund the goods must be returned unused, undamaged and, if possible, in their original packaging; together with your receipt. Returned items must be returned “as new” and in a resaleable condition. All goods should be returned to us at The Gate Gallery, Duncombe Sawmill Ltd, Sawmill Lane, Helmsley, York YO62 5DQ.

We will refund the price of the item to you or exchange the goods if they were delivered to you in error or in a damaged or faulty condition once it is received by us.

If we find that the product returned to us in damaged condition and unsuitable for resale, we reserve the right to refuse a refund on the item.

Carriage costs will only be refunded if the item is incorrect, faulty or if it differs in any way from the advertised goods.  Returned parcels remain the responsibility of the customer until they are received by us. If you would like to arrange for us to collect the returned item, return carriage costs will be deducted from any refund due.

We are unable to accept cancellation of an order for any non standard products that are made to the customer’s specification. Our 14 day money back guarantee will not apply to these items either unless they are found to be damaged or faulty on delivery to you.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

We guarantee all our wooden products for a period of 5 years. In the case of damaged or defective goods, our guarantee covers the costs of replacing the defective product; however it does not cover consequential expenses incurred as a result of replacing the product, such as fitting and finishing costs. We will not accept any liability for any damage caused by incorrect assembly of fittings, incorrect hanging or incorrect or lack of treatment to timber. We cannot accept any responsibility for small defects in timber which occur after the products have left the workshop due to the natural movement of timber.  For gates we are unable to give a warranty against splitting, shrinkage, or warping which are caused by natural reactions. We will not reimburse the cost of repairs to gates without prior consent; such repairs would invalidate the guarantee. The company guarantee will not cover twisting of gates where automation is fitted or gates that have been painted.