Terms & Conditions

1. Opening Hours

Our customer support operates exclusively via our Contact Us page, where you can fill out a form to reach us. We aim to respond to all inquiries within two working days. OutdoorLivingUK is closed on UK Bank Holidays. – We do not operate a Show Room nor are we open to the public,

2. Delivery Policy

Standard Delivery

  • We aim to deliver products within 3-5 working days.
  • Delivery is available Monday to Friday between 08:00 and 18:00.
  • Weekend deliveries can be arranged directly with the courier at an additional cost, payable by the customer.

Next Day Delivery

  • Next day delivery (where specified on site) will cut off at 1pm, items will be delivered next working day. Orders placed on Bank Holidays and Weekends will be processed on the next working day for delivery the following working day.

Delivery Charges

  • Free delivery for orders over £75.
  • For orders under £75, a standard delivery charge of £4.95 applies.
  • Additional charges may apply for specific regions, including Ireland, Northern Ireland, Channel Islands, and Scottish Highlands. These costs will be calculated at checkout. If there are discrepancies, we will contact you for further payment.

Pallet Deliveries

  • Larger or bulky items may require pallet delivery, which is kerbside only. Driver assistance is at their discretion.
  • Customers must notify us if their address cannot accommodate large vehicles (e.g., 7.5t or articulated lorries).
  • Failed deliveries due to accessibility or absence will incur a redelivery fee of £25 or may result in cancellation fees.

Failed Deliveries

  • Items returned due to non-collection or refusal will incur a return postage charge and potential redelivery fees.
  • Customers may postpone delivery before dispatch at no additional cost. Post-dispatch postponements incur a £10 per item fee.

Delivery Confirmation

  • Deliveries without a required signature will be photographed as proof of completion. OutdoorLivingUK is not liable for loss or theft after delivery.

3. Customer Reasonable Responsibility Upon Delivery

Checking Deliveries

  • Customers are expected to inspect delivered items within 24 hours of receipt.
  • Missing components or damages must be reported via the Contact Us page within 48 hours of delivery.

Pallet/Kerbside Deliveries

  • Pallet or kerbside deliveries must be thoroughly inspected before signing for the delivery. Any damage should be reported to the driver immediately, and we recommend taking photographic evidence.
  • In the event of significant damage the pallet can be rejected.
  • You can accept a delivery of a damaged item, however you must confirm with the driver this item is damaged and it must be recorded as such.
  • Accepting delivery of any known damaged items does not affect your consumer rights, however it could slow down the replacement process.

Packaging Retention

  • All original packaging must be retained until you are 100% satisfied with the item. If the item needs to be returned, it must be in its original packaging.
  • Due to insurance and contract rules; OutdoorLivivngUK is unable to arrange a collection for any item not packed in original packaging.
  • We advise customers to install and operate items for a 24-hour period prior to disposing of the packaging.

Reporting Damages or Faults

  • Our Contact Us page requires customers to submit three images of any damage or faults as evidence. This ensures we can process claims efficiently.

4. Returns and Cancellations

Pre-Delivery Cancellations

  • Orders not yet dispatched can be cancelled by submitting a request via the Contact Us form.

Post-Delivery Returns

  • Customers have 14 days to cancel and return unused items in their original packaging.
  • Return shipping costs are the responsibility of the customer.

Refund Deductions

  • Delivery charge: £4.95 for standard items, £15 for larger items, and £30 for pallet deliveries.
  • Admin fee: 10% of the order value – Unwanted / Rejected items
  • Example: A £100 order incurs a £4.95 delivery fee and £10 admin fee, resulting in a refund of £85.05.

Damaged or Unwanted Items

  • Transit Damage: Items damaged during transit must be reported within 48 hours of delivery with photographic evidence of the damage and packaging. – Please report to our contact us page and select “I need to report damage” – 3 images will be required.
  • Minor Cosmetic Damage: Items with minor damage that does not affect functionality may qualify for compensation or repair options; This can and does include minor manufacturing defects.
  • Severe Damage: Items with significant damage or that are unusable will be replaced, Failure to accept a replacement can result in the order being processed as an “unwanted item” and thus can be subject to wanted item admin fees – even if the item is not returned.
  • On occasions where a replacement is not an available a full refund will be offered.
  • Items being “Replaced” are subject to the same timeframes as per the original order.
  • Packaging Requirement: Items being returned or collected must be in their original packaging. If packaging is missing, OutdoorLivingUK may not process the claim.

Return Address:

Returns Team

Outdoor Living UK Products Ltd

Unit M, Peartree Ind Est

Enterprise Way, Bretton

Peterborough, PE3 8YQ

 

5. Warranty

Standard Warranty

  • All products come with a 12-month warranty, covering manufacturing defects.
  • Operational components (e.g., pumps, transformers, LED lights) are covered for 3 months.

Conditions for Warranty Claims

  • Products must be used and stored as per instructions.
  • Claims must be reported via the Contact Us form within 5 working days of discovering the issue.
  • Items returned under warranty will be inspected, and non-defective items will incur return shipping costs.

Warranty Exclusions

  • Frost Damage, External Element Damage, User Neglect, Physical or Excessive Force Damage, Chemical Damage, Minor Paint Defects including Paint Peeling. UV Damage,

6. Material Expectations

Resin

Products made from resin composite are frost-resistant and UV-stable. However, ice formation within the feature can lead to cracks. We recommend draining features during icy spells to prevent damage. Resin items are hand-painted and finished, so minor imperfections, such as hairline cracks or loose debris, may be visible. Some colour fading or paint flaking may occur over time with exposure to harsh weather conditions.

Ceramic

Ceramic and terracotta items may absorb moisture during operation. To prevent cracking in colder weather, we recommend draining these features and storing them in a sheltered location or using a thermal cover. With proper care, these items will maintain their appearance and functionality over time.

Natural Stone

Products made from natural stone may have variations in colour and texture, making each piece unique. While natural stone is highly durable, extreme icy conditions may cause cracks. To minimize risk, consider covering your feature during severe weather. Minor chips and cracks from hand-finishing or installation are normal and do not affect durability.

GRC (Glass Reinforced Concrete)

GRC features provide a natural look and feel and are durable for outdoor use. However, they are less resistant to cold climates. To protect these items, ensure they are drained and covered during icy weather. Flaking or delaminating may occur over time but typically does not impact functionality. Prolonged UV exposure may cause gradual fading.

7. Product Specifications

  • Images and descriptions are representative and may vary due to hand-finishing or manufacturing processes.
  • Resin and painted features may show minor imperfections or discrepancies. Paint may fade or flake over time due to UV exposure.
  • Customers are advised to apply a resin or paint sealant to prolong product life.

8. Payment and Pricing

  • Prices include VAT at 20%. Delivery charges are added at checkout.
  • Payments are accepted via Visa, Mastercard, PayPal, Apple Pay, and Amazon Pay.

Refunds

  • Any refund due will be actioned within 10 working days by our accountgs team, refunds will always be processed back to original payment method.
  • OutdoorLivingUK reserves the right to deduct any fees or incurred costs from an active or pending refund.

9. Complaints

  • All complaints must be submitted via the Contact Us form. We will acknowledge complaints within 48 hours and aim to resolve them promptly.

10. Privacy Policy

  • Customer details are handled in compliance with GDPR regulations and shared only with couriers or manufacturers for delivery or warranty purposes.

11. Company Details

Outdoor Living UK Products Ltd

Unit M, Peartree Ind Est

Enterprise Way, Bretton

Peterborough, PE3 8YQ

VAT No: 169691651

Registration No: 07807363 in England