Our lines are open from 10:00hrs – 16:00hrs Monday to Friday Tel 01733 688464 – If in the event of our lines being “closed” then please contact us via email to Sales@outdoorlivinguk.co.uk. – Emails will aim to be answered or responded to within a 2 working day window. OutdoorLivingUK is not open for customer support on UK Bank Holidays.
We will make every effort to get our products out to you within 3-5 working days. You will be notified as soon as possible once we hear from our supplier if there is to be a delay. We advise you to provide your mobile number when placing orders so we can provide you with a text alert on the delivery schedule. We house a number of item in our Peterborough based warehouse, These item can be collected with notification; Please call to arrange this 01733 688464.
Delivery, Handling Charges
Carriage is free of charge for most orders over £50.
For orders less than £50 the carriage is £4.95; Price variations are subject to area charges & item charges. Higher carriage charges may apply for Ireland, Northern Ireland, Channel Islands and Scottish Highlands. Our automated system should calculate this cost prior to competition of checkout, however if this system fails a member of our team will call for further payment.
We deliver 5 days a week from 0800 - 1800 hours – We do not offer a Weekend Delivery, this can be arranged by customer direct with our courier on a paid basis.
Some items are too large to be shipped by standard courier and will be sent via an alternative courier on a pallet, details will be advised once you have placed your order. Pallet deliveries are kerb side only and it is your responsibility thereafter. We aim to highlight any pallet deliveries within our descriptions. The driver may assist to help move the items into your location but this is at the discretion of the driver at the time of delivery.
The company will not accept any liability for failed or late delivery’s subject to consumer.
larger items or large quantities (over 4 items) are delivered on large vehicles such as 7.5t or artic, this includes pallet deliveries. If for any reason you your address cannot accept such vehicles you need to ensure you stipulate this on your order.
A failed delivery may result is a delivery cost being applied. In case of a delivery being refused or aborted on more than two occasions we reserve the right to charge for delivery.
Items not collected from a collection point (such as a Post office) & returned to us will incur a return postage charge.
OutdoorLivingUk employs the use of multiple transaction engines, Convenience charges will be applied to orders using PayPal or Amazon Pay, this will show on your invoice under Handling Charges, these are calculated at 3.7%
Multiple Item Orders; on occasions where multiple items are ordered OutdoorLivingUk reserves the right to dispatch these items in 1 package, This can sometime cause delays in the order being delivered if some items are awaiting stock or are on pre-order. Customers can either, pay to have part order shipments (charges at £4.95 per delivery) or refer to cancellation policy below.
Returns or cancellations
Pre Delivery Order;
Items that have been ordered but not yet dispatched can be cancelled at any point, Please call to ensure this is completed by a member of staff and a refund can be processed. – We ask you not to email a cancellation notification as this could be missed and your order processed.
Part order cancellation; if for any reason you wish to cancel part of your order then please adhere to the terms above. We will be able to remove subject item from your order for full refund. Please note we reserve the right to ship items in the most cost effective way.
Post Delivery Orders;
You have a right to cancel your order within 14 days without giving any reason, and items wishing to be cancelled must be unused and in original packaging. If you wish to cancel your order you should do so by calling our customer support team on 01733 688464 and quoting your order number.
Items that are to be cancelled must be returned back to OutdoorLivingUk and be unused and in original packaging. – Items that have been used will not be subject to our cancellation policy.
Items that are being cancelled and returned are subject to end user return. OutdoorLivingUk will not arrange collection or incur postage costs for return items.
We recommend items be returned using a signed for service, Once items are returned they will be subject to checking by our returns team, Our accounts team will then process a refund.
OutdoorLivingUk will not contribute or incur charges for items being returned.
Items are returned at sender discretion, any damages that occur during transit will be subject to costs to the sender.
OutdoorLivingUk will not refund payments for items that are returned not in original condition, this includes packaging.
OutdoorLivingUk reserves the right to “return to sender” / “reject” delivery of items that are delivered damaged. These costs will be subject to the sender.
Orders that have been cancelled and returned will be subject to the following charges
- Initial Delivery charge (although orders over £50 have free delivery a charge of £4.95 will be applied to standard items, £15 for larger items £30 for pallet items)
- Admin charges for order processing & for return processing, this will be 10% of your order value.
- Items will be refunded minus the above costs.
- I.e a £100 order with standard delivery will incur a £.4.95 delivery & £10.00 admin fee, total fee is (£100 deduct £14.95, Refund £85.05)
Unwanted Damaged Items;
OutdoorLivingUk reserves the right to, Repair or Replace, damaged items. Items that have been delivered and damaged in transit, and are no longer wanted will be treated as “unwanted” by end user & will be subject to the cancellation policy’s above.
Return Delivery Address
OutdoorLivingUK Products LTD
Damage Delivery Policy
OutdoorLivingUk invest heavily in packaging, and working with the best couriers to prevent damages, 80% of items are checked before dispatch to ensure we prove the best service possible. However on rare occasions damages do occur.
When items are delivered we require all items to be checked to ensure they have arrived safely. Any damages / faults / missing components must be reported to us within 5 working days of delivery, outside of this time scale we are unable to offer further assistance.
If damage is noticed we require an image of the damage and packaging to be emailed to us, along with your order number.
Items that have sustained minor / cosmetic damage will be subject to compensation (items that do not leak or affect water flow)
Items that have hairline cracks and small leaks will be offered a compensation cost and remedied via a resin repair kit, this is based on imagery provided.
Items that have sustained “major damage” – breakages and leaks, will be subject to replacement items, These items will be ordered in as per the original order and shipped. Components such as Solar Kits and Care kits will not be provided with secondary deliveries.
Items that are being replaced may be subject to collection via OutdoorLivivngUk, these items will need to be placed in original packaging for our collection service.
Customers who have disposed of original packaging prior to informing us of damage may not be subject to any of the above terms, and we may not be able to assist with a damage claim.
Customers with damaged goods who do not wish to have a replacement item will be subject to our unwanted items policy, or a store credit will be issued.
Water Feature Finish and Material
Most of our water features are made from Composite Resin; due to the nature of this material it is to be expected that all resin features will have “minor” discrepancies as each item is hand finished. Item can come with “imperfections” on edges and surfaces. Images are always representative of items.
Stainless Steel Items can sometimes have a "hazing" this occurs during the polising process. - It is to be expected and will not be treated as a fault; this will not be visable during operation of the feature. If you are not happy with the item recieved then this is subjective and can be exchanged via our unwanted items policy.
Stainless Steel Spheres will aways have a centre imprefection, this is where the 2 halves are joined. - Again this is part of the manufacturing process and cannot be avoided. - when the feature is in operation this will not be visiable.
Paint work. Water features are finished with Oil Based paints, over time these will fade due to UV exposure. This is to be expected. – Paint finished will vary between products as all items are hand painted and finished. Painted resin features will generally have small discrepancies, including hairline paint cracks and small chips, and other imperfections.
Paint peeling – over time, exposure to UV rays and usage paint can separate from its resin underlay, this is to be expected given the nature of the material and product usage. – Paint peeling warranty claims will look to be resolved by supply / value of replacement oil paint for the end user to apply. OutdoorLivingUK recommends using a resin sealant / paint sealant on all water features, to be applied by end user. – Small and mirror paint chips will be noted on the order but may not result in any action.
It is the responsability of the receiving customer to arrange sufficient requirements to accept delivery, OutdoorLivingUk, reserves the right to charge £25 per re-delivery attempt(s) that have failed due to customer not being present to accept goods, this will also be deducted from any refunds due to undeliverable items returned back to OutdoorLivingUk. – OutdoorLivingUk reserves the right to leave items “without signature” this will be based on an individual basis, [Item Specific, location specific] – we will always attempt to deliver goods to prevent unnecessary charges being applied. – If you have ordered an item and will not be present for delivery (i.e holidays or days out) we can postpone a delivery until you are present at no extra charge as long as the item has not been dispatched. Items that have already been dispatched can be “postponed” for a fee of £10 per item. – Should an item be delivered without a customer present a photo will be taken, OutdoorLivingUk regard items delivered with photographic evidence as completion of contract, should this item become lost / stolen after this delivery OutdoorLivingUk is exempt from any further obligations.
Items that have been “stolen / lost without signature delivery will require crime number and investigation from police for OutdoorLivingUK to conduct any further action on the matter. – OutdoorLivingUK will defend its position based on Photographic Evidence and GPS driver tracking of goods in line with this policy.
Price quoted includes V.A.T at 20%, and sales taxes (where applicable) Delivery costs are added at checkout. If there has been a pricing error we reserve the right to refuse and/or cancel your order.
Due to on-going product development and innovations we reserve the right to change or modify any items without providing prior written notification. We will use reasonable endeavours to verify the accuracy of any information on the site but makes no representation or warranty of any kind express or implied statutory or otherwise regarding the contents or availability of the site or that it will be timely or error-free. All website images are "representative of products" due to model variations, and ongoing developments, they are for illustration purposes only.
We accept payment by Visa, Mastercard, Switch, Solo and Delta via this website. Payment will only be taken once the order is confirmed and you have accepted our terms. Also the payment you make online will only be processed when the goods are ready for delivery. We also accept PayPal & Amazon checkout – Use of this facility is subject to a 1.9% charge, this charge is calculated from the Total of your orders. (i.e. £95 of goods + £5 postage = £100 total order, = £1.90 charge) PayPal & Amazon checkout are regarded as convenience payment methods and as such we reserve the right to block certain accounts. If you wish to issue payment by other methods then please phone or e-mail us with the relevant details and we will contact you and make the necessary arrangements. Our payment hotline is 01733 688464 and open from 10am - 4pm, Monday to Friday.
If you have any complaints please e-mail us at firstname.lastname@example.org or contact us using the details listed on the contact page of this website. We will aim to acknowledge complaints via email within 24 hours. Postal complaints within 5 working days. When acknowledging complaints we will also advise you what steps we are taking to resolve the issue and the time-scale involved. We will do everything in our power to resolve your complaint immediately and will always keep you advised on the current position. If we deem a complaint “resolved” to the best level available then we do reserve the right so cease further communication regarding the matter.
1.1 OutdoorlivingUK warrants that the Goods will be of merchantable quality and reasonably fit for purpose for a period of 12 months from the date of delivery and OutdoorLivingUK will at its option refund the purchase price of or repair or replace free of charge any Goods which its examination confirms are defective provided: Our Customer makes a full inspection of the Goods immediately upon delivery; Our Customer notifies Outdoorlivinguk forthwith of any defects which it discovers within a reasonable time normally 5 days from delivery Our Customer has used the Goods in accordance with any instructions or recommendations of Outdoorlivinguk. The Goods have not been adjusted, altered, adapted or repaired by any party other than OutdoorlivingUK. OutdoorlivingUK shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, frost, negligence, lightning, the electrical supply, abnormal working conditions, or the introduction of any water additives or materials not supplied by OutdoorlivingUK IMPORTANT NOTICE: Pumps will only function properly if submerged in water at all times. Failure to have enough water in the sump will damage the pump and you would be liable for the full cost of the replacement item. Also during the winter months if possible it is prudent to cover your water feature or place the product in the garage to preserve the appearance. During sharp frost it is advisable not to use the water feature as the water may freeze and it will damage the pump. We also strongly recommend that the Resin water features are placed in storage during winter months, the reason for this it that if the water is frozen in the water features during a sharp frost this could cause the water feature to crack. We reserve the right to refuse a refund if the supplier/manufacturer feel the products have been mis-used or not handled correctly.
1.2. Product pictures and descriptions are designed to give an accurate view of the style of products. Most of our products come with a minimum 12 month warranty providing they are used in accordance with our instructions, this include protecting them through the winter against freezing temperatures as explained in our instructions. All lights, pumps and transformers are supplied free of charge with our water features, these are therefore not covered by warranty but we are able to sell any replacement parts which may be required. Specific purchase of Pumps / Transformers / LED lights is covered by manufacture warranty of 3 months. - Any items needed to be returned must be returned at the cost of the sender. This cost will then be reimbursed by OutdoorLivingUK upon proof of postage. OutdoorLivngUK will only reimburse postage costs up to the maximum of "Second Class Value" - Should returned items be found to be in "working condition" with no fault able to be replicated or found, Return postage costs will be passed to the original sender.
Solar Systems Warranty
1.3. All Solar Systems provided by OutdoorLivingUK are supplied with a fixed 3 month warranty. This covers against failure of components. All components must be used & stored in accordance with instructions provided, OutdoorLivingUk Reserved the right to engage with a "fault finding" and "troubleshooting" exercises with customers to asses any potential faults. Any items needed to be returned must be returned at the cost of the sender. This cost will then be reimbursed by OutdoorLivingUK upon proof of postage. OutdoorLivngUK will only reimburse postage costs up to the maximum of "Second Class Value" - Should returned items be found to be in "working condition" with no fault able to be replicated or found, Return postage costs will be passed to the original sender. - Solar System warranties do not cover the following;
- Running Duration Issues ( In excess of 2 hours )
- Battery Packs
1.4. Electrical component warrantee; All items shipped with electrical components, such as Pumps, Transformers, LED’s, Lights, Solar kits will be subject only to a 3 month warrantee period from date of delivery. – Products marked with 12 month warrantee that include electrical components, Our 12 month warrantee covered the main purchase item but not its electrical components where they are removable.
1.5 - Please be aware; Under new GDPR 2018 OutdoorLivingUK and Sister Company WaveWaterFeatrures.co.uk, Reserves the right to forward customer order deatials to manufactures, This is in acordance with new standards. This information is made aware to the customer at the time of a Warantee based claim. - Our portfolio of products is made up from different manufactures, and warantees are upheld by the manufacture direct. OutdoorLivingUk will mediate between the Consumer (Our customer) and the manufactuer to ensure a resolve is met.
The total price payable for the goods will be stipulated at the time when you place your order. We are entitled to make adjustments to the price to take account of any increase in our supplier's prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong. We will inform you of the correct price and give you the opportunity to cancel the order. Until dispatch of goods by the seller of goods to the buyer or the buyer's acceptance in writing of any quotation of the seller (whichever shall first occur) no contract for the sale of goods shall arise. All prices on our website are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time of placing your order. We may refuse to accept an order if there has been a pricing or description error.
All information you provide us with will be treated in the strictest confidence. Your details will not be passed onto any other third party except to the courier used to deliver your goods. As part of our continued improvement programme we reserve the right to change or modify any items without giving prior notice.
OutdoorlivingUK Products Ltd
Tel: 01733 688464
VAT No: 169691651
Registration No:07807363 in England