Frequently Asked Questions

What types of products do you offer?

We design, supply and install premium timber outdoor structures across the UK mainland, including pergolas, gazebos, garden rooms, outdoor kitchens, outdoor bars, hot tub shelters, timber lodges and other bespoke outdoor structures. Each product can be tailored to your space, style and practical needs.

Do you offer standard sizes or fully bespoke designs?

Yes, we offer both. Many customers choose from our popular standard sizes available on our website, such as 3m x 3m or 3m x 4m pergolas and gazebos. We can also create fully bespoke structures to suit your garden layout, preferred dimensions, design style and intended use.

What is the typical price range?

Prices vary depending on size, design, materials, features and finishes. Our website displays prices for standard structures. For bespoke projects, please contact us and we will provide a no-obligation quotation based on your requirements.

Do you build residential and commercial structures?

Yes. We supply and install structures for both residential and commercial customers, including private gardens, outdoor seating areas, hospitality spaces, schools, nurseries, cafés, restaurants and other commercial outdoor areas.

How do I get a quote?

You can contact us through our website, email, WhatsApp or social media with your preferred product, dimensions and any special requirements. For standard products, you can order directly from our website. For bespoke projects, we will provide a no-obligation quotation. Email: info@primegardenrooms.com

How does payment work?

Website orders are normally paid in full at checkout. For bespoke projects or orders placed outside the website, such as through Facebook, Instagram, WhatsApp or email, customers may be offered the option to pay a deposit instead of the full amount.

How does the deposit system work?

Deposits apply only to bespoke projects or orders placed outside the website where full payment has not been made upfront: £250 for orders under £2,500, or 10% of the total order value for orders above £2,500. Once your deposit is received, we will contact you to confirm your installation details. Deposits become non-refundable once an installation date has been confirmed.

What payment options are available?

We accept secure online payments directly on our website, bank transfers and PayPal. Eligible PayPal customers may also have access to PayPal's Pay in 3 option.

Do I receive an invoice for my order?

For orders placed directly through our website, your order confirmation email and online purchase receipt act as your proof of purchase. For bespoke structures or orders placed outside the website, a digital invoice will be sent by email.

What exactly happens after ordering?

Once your order is placed, you will receive an order confirmation email summarising your purchase and payment details. After every website order, a member of our team will contact you to confirm your order details, discuss installation requirements, answer any questions, confirm your installation area, and agree a suitable installation date.

How soon can you install after I place an order?

Installation slots are booked on a first-come, first-served basis. During peak months, installations are typically scheduled around 4–6 weeks ahead. During quieter periods, lead times are usually around 3 weeks.

What if I want to change my installation date?

Please contact us as soon as possible, ideally at least one week before your confirmed installation date. We will do our best to rearrange your installation, subject to availability and scheduling.

How long does installation take?

A standard-size pergola or gazebo can often be installed within a few hours. Larger or more complex structures, such as garden rooms, outdoor kitchens or bespoke projects, may take a full day or longer depending on size, features and site requirements.

Can you install in my area?

We supply and install throughout the UK mainland. Installation is included in the prices displayed on our website unless otherwise stated.

Are your structures freestanding?

Most Prime Garden Rooms structures are designed as freestanding installations and do not normally require permanent fixing to the ground.

Do I need a concrete base?

Not necessarily. Most structures require a suitable level and stable surface such as paving slabs, concrete, porcelain tiles, outdoor tiles, composite decking, timber decking or another suitable hardstanding surface.

Can you install on grass or soil?

In some situations, installation on grass or soil may be possible, especially for gazebos and pergolas. This may require longer posts, excavation work, concrete foundations, additional materials and increased labour time.

Do you carry out groundworks?

Groundworks are not included as standard. If additional preparation, levelling or foundation work is required, this may be available at an additional cost or may need to be arranged separately.

Do you provide electrical work?

Electrical work is not included unless specifically agreed as part of a bespoke project. Any electrical work should be carried out by a suitably qualified electrician.

What materials do you use?

We use high-quality treated Scandinavian Redwood timber and other premium-grade outdoor timbers suitable for long-term external use.

Will the timber crack or change over time?

Yes. Timber is a natural material and may develop knots, colour variations, small surface cracks, resin pockets and slight seasonal movement. These are normal characteristics of real wood and do not affect the strength or durability of the structure.

Can I paint, stain or oil my structure?

Yes. You may paint, stain or oil your timber structure to suit your preferred finish. Dark colours, especially black, may absorb more heat and can make natural timber movement or surface cracking more noticeable.

Is timber treatment required?

Our timber is pressure treated and Prime Garden Rooms Ltd also applies an additional protective oil treatment before installation. Further treatment is not immediately required, though we recommend reapplying a suitable exterior wood treatment approximately every 18 months to 2 years.

Can your garden rooms be used all year round?

Yes. Our insulated garden rooms are designed for year-round use and can be used as a home office, gym, studio or additional living space.

Can your gazebos and outdoor kitchens be used all year round?

Yes. Our roof-covered gazebos and outdoor kitchen structures can be enjoyed throughout the year, offering shelter and comfort even when the sides are open.

Can I choose my own dimensions?

Yes. In addition to our standard website sizes, we can create bespoke structures tailored to your preferred dimensions, layout and intended use.

Do I need planning permission?

Many garden structures fall under permitted development, but this depends on factors such as height, location, property type and local restrictions. Customers remain responsible for checking whether planning permission or building regulations approval is required for their property.

Do I need permission from my landlord, freeholder or management company?

If you do not own the property outright, or your property is leasehold, shared ownership or subject to estate management rules, you may need permission before installation. Customers are responsible for obtaining any required permissions.

Do you provide a warranty?

Yes. Our timber structures are covered by a 10-year structural warranty against manufacturing defects and workmanship issues, subject to our Warranty & Maintenance Guide.

Can I cancel my order?

Please refer to our Refund & Return Policy for full details. In summary: cancellations before an installation date has been confirmed may qualify for a full refund; once an installation date has been confirmed, cancellation charges may apply; installed bespoke structures cannot be returned due to a change of mind.

What if I notice an issue after installation?

Please contact us with your name, installation address, photographs and a clear description of the issue. Where a genuine defect or workmanship issue is identified, we will investigate and advise on the appropriate next steps.

How secure is shopping in the online shop?

Our website uses SSL encryption and secure payment gateways to protect your information. We do not store sensitive card details.

Is my personal data protected?

Yes. We only collect the information needed to process your order, arrange installation and provide aftercare. We do not sell customer information. Please see our Privacy Policy for more details.

How can I contact Prime Garden Rooms Ltd?

You can contact us by email at info@primegardenrooms.com, through our website, WhatsApp (+44 7835 734227) or social media pages.