All orders for goods shall be deemed as an offer by the buyer to purchase goods pursuant to these Terms and Conditions and are subject to acceptance by Flatpackfishponds. Flatpackfishponds may choose not to accept an order for any reason. Purchases of our products can be made via telephone bank transfer with the sales team, via our website, through eBay Amazon or any third party retailers.
By purchasing from Flatpackfishponds or though a third party, it is assumed that the customer agrees to all our Terms and Conditions. If you do not, please contact us in writing before any attempt to deliver occurs so we can cancel your order
Contacting us
Flatpackfishponds can be contacted via the address below
Flatpackfishponds, West Midlands
Telephone : 07757401101 Email : ianmatao8@gmail.com
Pricing
All our pricing and charging are in UK Pound sterling and includes any VAT payable. All our offers and prices are subject to availability and may change at any time prior to Flatpackfishponds accepting your order. The total cost of your order will consist of the following : price of the product any additional services and products you may choose or require.
Flatpackfishponds reserve all rights to cancel the contract of any product ordered. In these circumstances you will not be entitled to seek compensation for any disappointment suffered or any loss which may have incurred.
Any deposit taken once manufacturing process for you have started is non-refundable.
Additional costs
If we are unable to deliver and setup our ponds, through no fault if our own, there will be an additional call out charge, payable by the customer prior to any attempt to re-deliver. If you choose the fitting service and fail to provide an adequate base, and we are unable to fit, then the fitting charge will still stand and is non-refundable. Our drivers will always try to contact you in these instances and remain at the property for a maximum of 15 minutes. After this time elapses you will be liable for any additional charges such as re-delivery on another date or returning to your property.
Any re-delivery, returning or callout charge will be chargeable of upon 50% of the total value cost.
Delivering/setup
when a customer buys a product from us, they do thereby agree to the terms and conditions of our delivery and setup service.
This will naturally include the provision of a firm and level base to be in place as well as being accessible on the agreed date. Any failure to do so will result in the the setup being abandoned and any further redelivery will be at the customers cost, which is listed under our additional cost section. Flatpackfishponds will contact yourself within 48 hours of the delivery date agreed.
We will always make every effort to deliver on the scheduled date; however, delays are occasionally inevitable due to unforeseen circumstances which are beyond our control and therefore these are not guaranteed. Flatpackfishponds shall be under no liability for any delay or failure to deliver the products within the estimated dates.
The customer must advise us if there are any access difficulties. If we attempt to deliver and cannot do so due to foreseeable problems such as access restrictions then you will be charged for any redelivery under our additional cost section.
Damage to lawns, flower beds etc adjacent to a narrow or difficult accsess route will be the responsibility of the customer. Please make sure there is space available to place goods and work within to install the product. If on the rare occasion the only route is via the customers property, Flatpackfishponds will not take liability for any damage caused. It is up to the customer to remove anything that could be damaged.
The customer or any third parties are not permitted to carry out any additional work during the installation of their product. This includes treating the product, and electrical work.
It is the responsibility of the customer to treat the product yearly as Flatpackfishponds take no liability for weathering, as we would always recommend treating all products.
Payment
Flatpackfishponds accepts payments through bank transfer or cash. Full payment/remaining payment must be made on the date of installation before the installation team leave the property. If there are any discrepancies or issues, payment is still due in full. Flatpackfishponds will confirm the details and price of the goods to our customers. Flatpackfishponds reserve the right to refuse orders if it is deemed necessary.
We do not accept any form of cheques.
Right to cancel and return
Customers who order via telephone, online or through a third party, you have the right to cancel any order (excluding any bespoke, made to order or one off items).
The cancellation period will expire after 14 days from the on which you order has been completed.
Any cancellations made must be in a clear statement sent to us. (see our conatact details).
Refunds may be subject to a deduction up to the contract price covering any reasonable costs incurred by the company, such as: attempted delivery costs in the case of failed delivery attempt which was the fault of the customer, bespoke products or made to order one off items, and also any orders that have the manufacturing process started.
Flatpackfishponds has the right to cancel any order if the date has been changed 3 or more times. We will not be obliged to offer any additional compensation for disappointment suffered.
Returns are accepted and we comply with distance selling laws. We give the right to cancel the purchase within the 14 days after the day you receive the item. It will be the buyers responsibility to pay for the postage return of all the items and they must be in the condition that it was sold in.
Sizing and manufacturing
All our products we manufacture are in metric units. Sizes are approximates only and refer to external dimensions. It should also be noted the exact size measurements of timber components cannot be guaranteed due to the natural change of this material subject to its surroundings and climate. All our images and photographs are purely for illustration purpose only. You must be aware that all pictures that you may have seen to purchase are a variation of different styles and sizes that have been requested and so these are not the actual sizes.
Flatpackfishponds are not obliged to check any planning permission within your area/property, the onus is on the customer to have this confirmed prior to any ordering process.
Rectifying defects
All products supplied by Flatpackfishponds are compliant with standards within the contract between the customer and Flatpackfishponds. However if there should be any defects that would occur with our products within a reasonable period of time after delivery, then please contact us immediately on Ianmatao8@gmail.com. Please be aware that any problems that may arise due to the natural properties of the materials are not deemed as defects.. We will always request photos which clearly demonstrate any reported defect so we are able to determine the cause prior to the possibility of rectification if a defect does occur and clearly is the fault of Flatpackfishponds, then we will give you suitable options which may include repair or partial refund (at the discretion of management).
Any defects which are deemed to not be the fault of Flatpackfishponds, but of the customer for any reason, e.g unsuitable base, poor maintenance, untreated materials, cleaning of windows, use of defective materials supplied to us by yourself or even misuse of the product, any rectifications will be chargeable to the customer if we are not given any reasonable opportunity to rectify any defects, then we will not reimburse you if you have chosen to rectify it yourself or via a third party.
If any work or alterations by the customer or any third party is done on the product then Flatpackfishponds will not be held liable or responsible for any issues that may arise with the product.
Please note that we will not be held liable for any issues that may occur due to misuse of your products or not correctly maintaining your product.
Completion of installation
On the completion of the project, the customer or a representative MUST inspect the product with our installation team. Should there be any issues with the installation, please make the installers aware of any defects or issues at which management will be notified. If no issues are recorded then Flatpackfishponds will assume the job is complete and deemed to have been finished to a satisfactory standard.
If no customer or representative is present on completion we will deem it finished and completed to satisfactory standard and if there are any issues that may arise that would normally be checked and signed off by the customer, this will be the responsibility of the customer to sort out any issues. If our assistance after is required then there will be a charge.
Once the project has stared we will not be able to reposition the product so please make sure that you identify the required location in the first instance.
Health and safety
Flatpackfishponds representatives require there to be no dangerous obstructions or hazards in the areas where they may be working. There should be no slips or trip hazards between area of unloading and the area of installation.
The customer will need to make sure that during the moment an installation team arrive, that other people, children or any animals are kept away from the work area until work has been completed. In these instances it is the responsibility of the customer. The customer or owner of the premises will be liable should anything happen while upon site/premises, which is outside of our control and that result in a person being injured. Please make sure that you are covered by such events by checking your household insurance policy.
keeping to covid-19 restrictions all our installation team will wear masks and will adhere to 2 meter distance. We also request that customers will adhere to the 2 meter distance.
Important
Wood is a natural product and all trees are different with different properties. No one tree is exactly the same. These properties can include difference in colour, warping, twisting, splits, knots, knot holes and variances with product finishes. The development and appearance of these natural properties of timber are not defects with the product itself and are not seen as any reason for anyone to claim for replacements, refunds or repairs.
Sometimes deep and wide cracks can appear unsightly but we have considered for these issues in our design and they cannot be guaranteed against. These cracks do not in any way undermine our products of our structure All our ponds/products take into consideration the natural properties of timber. We supply many satisfied people with our products, while they understand the beauty of natural materials and the quality of our timber being higher than the standard used in the industry.
Any sizes that we show are approximations and are in metric units. The characteristics of the timber will change over time due to environment conditions.
Minor issues such as slight imperfections, we would expect to be dealt with by the customer with the use of adding wood filler and then sanding. All third parties who are due to carry out any type of work must wait until the install process has been completed and has been checked over and signed to confirm satisfactory completion.
Timber is a porous material and will absorb water and although our products come pre-manufacturer treated, we strongly recommend the building is re- treated with an oil/spirit based treatment to make the timber water repellent to preserve the quality and life of the product.
Flatpackfishponds will not be liable for any damages to goods/items within the project that has not been supplied by Flatpackfishponds. We do not take responsibility for problems arising from any work done on the product via third parties.
All customers/representatives are required to check the product and agree that all work carried out is of satisfactory standard. If there is no one available then it will be deemed that all work is satisfactory quality. Any call out after will subsequently be chargeable.
In the event of conflict between these terms and conditions and any statement made by a representative of the company, these terms and conditions shall take precedent.
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