Terms & Conditions

Prime Garden Rooms Ltd, a company registered in England and Wales (company number: 16428004), registered office at Birmingham, UK. Contact us at info@primegardenrooms.com.

1. About Us

Prime Garden Rooms Ltd designs, supplies and installs bespoke and standard timber outdoor structures throughout the UK mainland.

Our products include, but are not limited to:

• Gazebos
• Pergolas
• Outdoor Bars
• Hot Tub Shelters
• Garden Rooms
• Timber Lodges
• Commercial Outdoor Structures
• Bespoke Outdoor Projects

All structures are professionally installed by our team.

2. Quotations

All quotations are valid for the period stated on the quotation.

Prices may change after the quotation validity period due to fluctuations in material costs, supplier pricing and market conditions.

3. Standard and Bespoke Products

Prime Garden Rooms Ltd supplies:

• Standard structures displayed on our website; and
• Fully bespoke structures designed to meet individual customer requirements.

Product dimensions, layouts and features may vary depending on customer specifications.

4. Delivery Area

Prime Garden Rooms Ltd currently supplies and installs products within the UK mainland only.

At present, we do not offer installation services outside mainland UK unless specifically agreed in writing.

5. Website Orders and Payments

Customers placing orders directly through the Prime Garden Rooms website are required to pay the full purchase price at the time of ordering.

Following every website order, a member of our team will contact the customer to:

• confirm the order details;
• answer any questions;
• discuss the installation requirements;
• confirm site suitability;
• and agree an installation date.

Where additional requirements are identified during this process, customers will be informed before installation proceeds.

6. Orders Placed via Social Media, WhatsApp or Other Platforms

Customers who contact Prime Garden Rooms Ltd through:

• Facebook;
• Instagram;
• TikTok;
• WhatsApp;
• Email;
• or other third-party platforms

may receive a quotation or invoice directly from Prime Garden Rooms Ltd.

Payment arrangements for these orders may differ from website purchases and will be confirmed individually.

7. Acceptance of Orders

Orders are accepted once:

• payment has been received;
• a deposit has been paid (where applicable);
• an invoice has been accepted;
• or an installation date has been agreed.

By placing an order, customers confirm that they have read and accepted:

• these Terms and Conditions;
• the Refund and Return Policy;
• and any quotation or invoice provided.

8. Customer Responsibilities

Customers are responsible for:

• ensuring safe and suitable access to the property;
• obtaining any permissions required from landlords, freeholders or management companies;
• checking whether planning permission or building regulations approval may be required;
• ensuring the proposed installation area is reasonably accessible and suitable for the chosen structure;
• informing Prime Garden Rooms Ltd of any known site restrictions or special requirements before installation.

9. Installation Area and Site Conditions

Most Prime Garden Rooms structures are designed as freestanding structures and are typically installed directly onto existing level surfaces such as:

• concrete bases;
• paving slabs;
• porcelain patios;
• outdoor tiles;
• composite decking;
• timber decking;
• other suitable hardstanding surfaces.

Where installation onto grass or soil is requested, certain structures, such as gazebos and pergolas, may require: longer posts, excavation work, concrete foundations, additional materials, and increased labour time.

As ground conditions vary between properties, any additional requirements and associated costs will be discussed with the customer during the installation confirmation call if they were not already identified during the ordering process.

If unexpected obstructions or unforeseen site conditions are discovered during installation, work may be temporarily paused while the most appropriate solution is discussed with the customer. Prime Garden Rooms Ltd will always endeavour to find a practical solution wherever possible and will not proceed with additional work or costs without the customer's agreement.

10. Installation on Grass or Soil

Although most Prime Garden Rooms structures are designed to be installed on existing hardstanding surfaces, installation onto grass or soil may also be possible depending on the structure and site conditions.

These requirements vary from project to project and may incur additional costs. Where ground conditions have not been discussed during the ordering process, any additional requirements will normally be identified and discussed during the installation confirmation call following the order. Prime Garden Rooms Ltd will always communicate any additional costs and obtain customer approval before installation proceeds.

11. Ground Fixing and Anchoring

Most structures supplied by Prime Garden Rooms Ltd are designed as freestanding installations and do not normally require permanent fixing to the ground. Where customers request additional anchoring or fixing, this may be available depending on the structure type, site conditions, local wind exposure, and individual customer requirements. Any additional materials, labour or costs required will be discussed with the customer before installation proceeds.

12. Payment Terms

Unless otherwise agreed:

• website orders are paid in full at checkout;
• orders placed via social media, WhatsApp, email or other external platforms shall be paid in accordance with the invoice terms provided;
• ownership of goods remains with Prime Garden Rooms Ltd until payment has been received in full.

For website orders, Prime Garden Rooms Ltd will contact the customer following the order to confirm installation details, answer any questions and agree a suitable installation date.

13. Timber Characteristics

Timber is a natural product. Knots, grain variations, colour differences, resin pockets and minor surface splits are normal characteristics of wood and do not affect the structural integrity of the structure. Seasonal movement, shrinkage and expansion are expected natural behaviours and are not considered defects.

14. 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;
• circumstances beyond our reasonable control.

Installation dates may be rearranged where necessary.

15. Warranty Exclusions

Our warranty does not cover:

• lack of maintenance;
• misuse;
• accidental damage;
• storm damage;
• natural weathering;
• damage caused by third parties;
• modifications carried out by others.

See our Warranty & Maintenance Guide for full details.

16. Marketing Photography

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

17. Limitation of Liability

Nothing within these Terms and Conditions limits any rights provided to consumers under UK law.

18. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.