Refund & Return Policy

At Prime Garden Rooms Ltd, we are committed to providing high-quality bespoke timber structures including gazebos, pergolas, garden rooms, outdoor bars, hot tub shelters, lodges and other outdoor living products.

As the majority of our products are custom-made to each customer's requirements, our refund and return policy differs from standard retail products.

By placing an order with Prime Garden Rooms Ltd, customers acknowledge and agree to the terms below.

1. Bespoke and Made-to-Order Products

All structures supplied by Prime Garden Rooms Ltd are bespoke and manufactured specifically for each customer. Because our products are custom-made:

• Installed structures cannot be returned.
• We do not dismantle and collect completed structures due to a change of mind.
• Refunds are not available once installation has been completed successfully.
• The standard 14-day cooling-off period may not apply once work has commenced or bespoke materials have been ordered, in accordance with the Consumer Contracts Regulations 2013.

Nothing within this policy affects your statutory rights in the event of faulty materials or defective workmanship.

2. Deposits and Booking

To secure a project and reserve an installation slot, customers may be required to pay either:

• A fixed booking deposit of £250 (for orders under £2,500), or
• 10% of the total order value (for orders of £2,500 or more)

depending on the size and nature of the project.

Deposits allow us to:

• reserve installation dates;
• allocate labour;
• carry out administration and planning;
• prepare equipment and transport;
• begin material procurement;
• schedule manufacturing and production.

3. Cancellation Before an Installation Date Has Been Confirmed

Customers may cancel their order and receive a full refund of monies paid provided that no installation date has yet been agreed and confirmed by Prime Garden Rooms Ltd.

Approved refunds are normally processed using the original payment method and may take between 7 and 14 working days to appear in the customer's account.

4. Cancellation After an Installation Date Has Been Confirmed

Once an installation date has been agreed and confirmed, Prime Garden Rooms Ltd commits labour, scheduling resources and project preparation to the order. For this reason, full refunds are no longer available after an installation date has been confirmed.

If the customer cancels after the installation date has been confirmed, Prime Garden Rooms Ltd reserves the right to retain £250 minimum, or 10% of the total order value, whichever amount is greater. These charges represent genuine administration, scheduling and preparation costs already incurred and are not intended as a penalty. Any monies paid above the applicable cancellation amount will be refunded.

5. Materials Ordered or Manufacturing Started

Because our products are bespoke, materials and manufacturing work may begin before installation. Where custom materials have been ordered, manufacturing has commenced, specialist components have been purchased, or additional preparation costs have been incurred, Prime Garden Rooms Ltd reserves the right to deduct any reasonable non-recoverable costs incurred. These may include timber and roofing materials, custom upgrades, transport and delivery costs, supplier charges, manufacturing costs, and preparation and handling expenses. Evidence of such costs may be provided upon request.

6. Cancellation Close to or On the Installation Date

If cancellation occurs within 7 days of the agreed installation date, on the day of installation, after materials have been loaded, after installers have travelled to site, or once work has commenced, Prime Garden Rooms Ltd reserves the right to retain additional reasonable costs already incurred, including labour costs, transportation expenses, accommodation costs (where applicable), specialist materials, and loss of the reserved installation slot. Once installation work has commenced, cancellation charges may exceed the standard £250 or 10% amount where additional costs have already been incurred.

7. Returns

Due to the bespoke nature of our products, we do not accept returns of gazebos, pergolas, garden rooms, outdoor bars, lodges, hot tub shelters, custom structures, or any made-to-order products. Installed structures cannot be returned simply because a customer changes their mind.

8. Faulty Products or Workmanship

Prime Garden Rooms Ltd is committed to delivering quality workmanship. If you believe your installation has a genuine defect, please contact us promptly with your name, installation address, photographs of the issue, and a description of the problem. Where a genuine defect is identified, we will investigate and, where appropriate, repair or rectify the issue in accordance with your statutory rights.

9. Natural Timber Characteristics

At Prime Garden Rooms Ltd, we use quality timber products selected for their strength, durability and natural appearance. As timber is a natural material, each structure is unique and may display characteristics that are completely normal and should not cause concern, including knots and grain patterns, slight colour variations between boards, small surface splits or hairline cracks, resin pockets, minor shrinkage or expansion due to seasonal weather changes, and slight movement as the timber naturally adjusts to temperature and moisture levels.

These characteristics are part of the beauty and authenticity of natural wood and do not affect the structural integrity or performance of the structure. Over time, timber will naturally weather and mature, which may result in subtle changes in appearance. Regular maintenance and treatment, where recommended, will help preserve the beauty and longevity of the structure. The above characteristics are considered normal and are not regarded as defects.

10. Base Requirements and Ground Conditions

All structures supplied by Prime Garden Rooms Ltd are designed to be installed on suitable level and stable surfaces, such as concrete bases, paving slabs, porcelain patios, outdoor tiles, or existing level hardstanding. Customers are responsible for ensuring that the installation area is level, stable, safe, and suitable for installation. Prime Garden Rooms Ltd does not carry out groundworks unless specifically agreed in writing. Should additional levelling or preparation work be required, extra charges may apply.

11. Ground Fixing and Alternative Installation Options

Many of our structures are designed as freestanding installations and can simply be placed on a suitable hardstanding surface. Where customers would prefer additional anchoring or fixing to the ground, this may be available at an additional cost depending on the structure, location and ground conditions. In some situations, alternative installation methods may also be available for grassed areas or soft ground by using suitable fixing systems or supports. Requirements vary from project to project and may involve additional materials, labour and preparation costs. Customers considering installation on grass or soft ground are encouraged to contact us before ordering so that we can discuss the most appropriate solution for their project.

12. Customer Responsibilities

Customers are responsible for:

• ensuring safe and adequate access to the property;
• obtaining any permissions required from landlords, freeholders or management companies;
• checking whether planning permission or building regulations approval is required;
• ensuring there are no hidden underground pipes, cables or services within the installation area;
• providing a suitable installation surface.

If our installers are unable to proceed because of restricted access, unsafe conditions or unsuitable site conditions, Prime Garden Rooms Ltd reserves the right to rearrange the installation and recover any reasonable costs already incurred.

13. Delays Beyond Our Control

Prime Garden Rooms Ltd shall not be liable for delays caused by severe weather, supplier shortages, road closures, illness, force majeure events, or circumstances beyond our reasonable control. Where necessary, installation dates may be rearranged.

14. Health and Safety

Prime Garden Rooms Ltd reserves the right to refuse or postpone any installation where site conditions are unsafe, weather conditions create a safety risk, access is inadequate, or installation cannot be completed safely.

15. Marketing Photography

Unless specifically requested otherwise by the customer, Prime Garden Rooms Ltd reserves the right to use photographs of completed installations for website galleries, social media, advertising, brochures, and other promotional purposes. Customer names, addresses and personal information will never be disclosed.

16. Refund Processing

Approved refunds are normally processed using the original payment method and may take between 7 and 14 working days to appear in the customer's account.

17. Contact Us

Email: info@primegardenrooms.com

If you have any questions regarding cancellations, refunds or aftercare, please contact us and we will be happy to help.