1. About these terms and who we are

1.1 These terms and conditions (“these Terms”) apply to the sale of goods by Walton Web Limited (“we”, “us”, “our”) to you, the customer (“you”, “your”), where you are buying as a consumer (for purposes wholly or mainly outside your trade, business, craft or profession).

1.2 We are Walton Web Limited, registered in England and Wales under company number [07120391], registered office Old Great North Road, Sutton-On-Trent, Newark, Nottinghamshire, NG23 6QN, VAT number [GB 853 0748 21]. Contact us at service@waltons.co.uk or 01636 821 135.

1.3 Please read these Terms carefully before ordering. By placing an order you accept these Terms. We recommend you save or print a copy.

1.4 Nothing in these Terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where any term conflicts with your statutory rights, your statutory rights prevail.

2. Our products

2.1 Images, descriptions, sizes and measurements are for guidance and are approximate. Timber is a natural material, so grain, knots and colour may vary; slight variations do not mean a product is faulty.

2.2 Screen displays vary, so colours shown on your device may differ slightly from the actual product, including painted products.

2.3 We may make minor changes to a product to reflect changes in law or to make minor technical improvements; these will not affect your use of it.

2.4 If we are making a product to measurements you supply, you are responsible for their accuracy.

2.5 Product specifications, including glazing, floor and roof materials, dimensions, treatment and included components, are set out in the relevant Product description. Only the items listed in that description are included. A Product supplied in accordance with its description is as described for the purposes of the Consumer Rights Act 2015, and a Product not having a feature that was not included in its description is not a fault.

2.6 Please check the external dimensions of a Product, and the space and access available at your site, before ordering. Dimensions are stated in the Product description.

3. Placing your order

3.1 Our website guides you through ordering. Please check your order, delivery address and contact details before submitting you are responsible for their accuracy.

3.2 Your order is an offer to buy. A contract forms when we send our Order Confirmation email. If we cannot accept your order we will tell you and will not charge you, or will refund any payment taken.

3.3 If you do not receive an Order Confirmation within a reasonable time, please contact us.

3.4 Orders are subject to availability. We will not substitute a different product without your agreement; if we cannot supply what you ordered, we will cancel and refund you in full.

3.5 Promotional offers and free promotional items are subject to availability and may be varied or withdrawn; we may substitute a promotional item of equivalent value.

4. Price and payment

4.1 The price is that shown at the time you order, in £GBP and including VAT.

4.2  Delivery charges depend on your delivery postcode and the products ordered. Any delivery charge will be calculated and shown at checkout before you place your order, and confirmed in your Order Confirmation. See clause 5.

4.3 If a product is mispriced and the correct price is higher, we will contact you before processing and you may continue at the correct price or cancel for a full refund.

4.4 We take payment by debit/credit card (or other methods at checkout) when you order, and may verify your payment details before supplying.

4.5  Finance may be available through a third-party finance provider, subject to status, eligibility criteria and any minimum spend applicable at the time of your order. Details of the provider and the criteria will be shown at checkout. Any finance agreement is between you and the provider, and is separate from your contract with us contact the provider directly to vary or end it. Finance is not available on refurbished products.

5. Delivery

5.1 We deliver to the address you give us. Delivery is kerbside only unless installation is purchased (clause 11). Lead times are estimates in working days.

5.2 We aim to contact you to arrange delivery within 5 working days of your order. Unless we agree otherwise, we will deliver without undue delay and within 30 days of accepting your order.

5.3 Some destinations (Northern Ireland, Scottish Highlands and certain postcodes) may attract an additional charge and longer lead times, shown before you order. For the Scottish Islands, delivery is to the nearest mainland port and onward delivery is your responsibility.

5.4  If you are not available to accept delivery on the agreed date and the goods cannot be left safely, we may charge you a re-delivery fee. We will contact you to arrange a further delivery date. If you do not rearrange or collect within [14] days, we may also charge reasonable storage costs. If despite reasonable efforts we cannot contact you within 30 days, we may end the contract and clause 8.5 will apply.

5.5 The product is your responsibility from delivery. You own it once we have received payment in full.

5.6 Please check for obvious damage or shortages before signing where you reasonably can, and note any on the delivery note. This does not affect your statutory rights if a problem is found later.

5.7 We are not responsible for delays caused by events outside our control, but we will contact you and minimise the delay; if there is a risk of substantial delay you may end the contract and obtain a refund for products not received.

6. Your right to change your mind (14 day cooling off)

6.1 Buying online or by phone, you have a legal right to change your mind and cancel within 14 days without giving a reason, in addition to your rights if something is wrong (clause 7).

6.2 The 14-day period runs from the day after you receive the product. You may cancel any time from placing your order until the end of that period, including before delivery.

6.3 To cancel, tell us clearly by email to service@waltons.co.uk. You may use the model form at the end of these Terms but need not.

6.4  If you cancel after dispatch, you must return the product (or let us collect it) within 14 days of telling us. You are responsible for the cost of return unless the product is faulty. Because of the size and weight of our products, return by post is not usually practical. Where you ask us to collect, our collection charge is as shown on our Delivery Information page and is currently estimated at £75 - £249 depending on your location and the size of the product. We will confirm the exact charge before collecting.

6.5 We refund the price including standard (cheapest) delivery cost within 14 days of receiving the product back or evidence of return, to your original payment method.

6.6 We may reduce a change-of-mind refund to reflect any reduction in the product's value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Assembling, installing, treating, painting or modifying a product goes beyond what is necessary. Where a product has been assembled, the reduction may be substantial and in some cases may equal all or most of the price, because an assembled and dismantled building cannot be resold as new. Flat-packed products must be returned fully disassembled and packed to avoid transit damage.

6.7 You do not have the right to change your mind for products that are made to your specification or clearly personalised. This includes products painted or stained to your chosen colour, cut to non-standard dimensions, or otherwise customised at your request. This does not affect your rights if a product is faulty or not as described (clause 7).

6.8 Installation and the 14-day period. Where you have purchased installation, installation is a separate service. We will not begin installation during the 14-day cancellation period unless you expressly ask us to. If you ask us to begin early and then cancel, you must pay a proportionate amount for the installation work carried out up to the point you tell us you are cancelling, based on the installation price in your Order Confirmation. If you do not ask us to begin early, installation will not start until the cancellation period has ended.

6.9 This clause does not affect your rights if a product is faulty (clause 7). See also clause 11.9 for buildings we have installed.

7. Faulty, damaged or incorrect products

7.1 We are under a legal duty to supply Products that conform to the contract. Nothing in these Terms limits or excludes your statutory rights under the Consumer Rights Act 2015. A Product supplied in accordance with its Product description is as described for these purposes (see clause 2.5).

Your remedies

7.2 If a Product is faulty, not as described or not fit for purpose, the Consumer Rights Act 2015 gives you the following rights:

(a) Short term right to reject. Within 30 days of delivery or, where we install the Product, within 30 days of installation being completed you may reject the Product and receive a full refund. This is your choice, not ours.

(b) Repair or replacement. After the 30 day period, you may require us to repair or replace the Product. We will do so within a reasonable time and without significant inconvenience to you.

(c) Final right to reject or price reduction. If a repair or replacement does not resolve the fault, you may reject the Product for a refund or ask for an appropriate price reduction. This applies whenever the repair or replacement fails and is not limited to any fixed period. Where you reject a Product more than six months after delivery (or, where we install, after installation is completed), we may make a reasonable deduction from the refund to reflect the use you have had.

(d) Burden of proof. If a fault appears within the first six months, it is treated as having been present when you received the Product unless we can show otherwise. After six months, you may need to show that the fault was present at that time.

7.3 Where clause 7.2(b) applies, we may choose between repairing and replacing the Product, and may replace individual components rather than the complete Product where this resolves the fault without causing you significant inconvenience. Where a repair or replacement would be disproportionate, we will offer an alternative remedy available to you under the Consumer Rights Act 2015.

7.4 Where installation forms part of your contract, we are responsible for installing the Product correctly. If the Product is incorrectly installed by us, we will put it right, and your rights under clause 7.2 apply in the same way as they do to a faulty Product. Where installation is carried out by you or by anyone other than us or our authorised contractors, we are not responsible for faults or damage arising from that installation. Clause 11 sets out the terms on which we provide installation.

What is not a fault

7.5 Timber is a natural material and every Product is unique. Natural variations in colour, grain, texture, knots, resin, mineral streaks and other natural characteristics do not constitute defects. Subject to normal tolerances, the following are also not faults:

(a) natural expansion, contraction, movement, warping, twisting, checking, splitting or shrinkage resulting from changes in moisture content, humidity or temperature;

(b) deterioration resulting from incorrect assembly, installation, siting, storage, handling, treatment, maintenance or use, other than where we carried out the installation;

(c) damage resulting from extreme weather, flooding, ground movement, misuse, neglect, accidental damage, or modifications or repairs carried out by anyone other than us or our authorised contractors;

(d) fair wear and tear.

7.6 Our Products are designed and manufactured for the purposes described in the relevant Product description. We are not responsible where a Product is used outside its intended purpose or contrary to any instructions, guidance or recommendations provided by us or by the manufacturer. A Product not having a feature that was not included in its Product description is not a fault (clause 2.5).

Reporting a problem

7.7 Please tell us as soon as you can (service@waltons.co.uk / 01636 821 135). Where it is reasonable to do so, you should stop using a Product once a fault becomes apparent, in order to prevent further damage. Continued use after a fault becomes apparent may affect the extent of any loss for which we are responsible, but does not affect your rights under clause 7.2.

7.8 You should notify us of any transit damage, shortages or incorrect Products within 48 hours of delivery wherever reasonably possible, and provide supporting photographs. This enables us to investigate promptly and to pursue claims against our carriers where appropriate. Failure to notify us within this period does not affect your statutory rights, but may affect our ability to investigate claims relating solely to transit damage.

Investigating a problem

7.9 Before providing a remedy, we may require:

(a) photographs or video of the Product in position;

(b) proof of purchase;

(c) details of assembly, siting, treatment and maintenance;

(d) reasonable access to inspect the Product; and/or

(e) the return of the Product or the relevant components.

You agree to co-operate reasonably with our investigation. We will complete our assessment within a reasonable time, and in any event within the timescales required by law.

7.10 Where a Product has been assembled, treated, altered, painted, stained, cut, modified or incorporated into another structure before a fault is reported, and that work has prevented us from establishing the cause of the reported fault, we will tell you and explain our findings.

7.11 If our investigation concludes that the Product is not faulty, or that the reported issue results from a circumstance described in clause 7.5 or 7.6, we will explain our findings and our reasons. In those circumstances, and only where we told you the applicable charge in advance and you asked us to proceed, we may charge you our reasonable costs of inspection and collection, which will not exceed the charge we notified to you before you asked us to proceed.

Returns, collection and refunds

7.12 Where you reject a Product under clause 7.2, it must be made available for collection at a reasonably accessible location. Where reasonably required, Products originally supplied flat packed should be disassembled before collection. You are not responsible for the cost of returning or collecting a faulty Product (see clause 7.13). Where you are returning a Product because you have changed your mind rather than because it is faulty, clause 6.4 applies instead.

7.13 We will bear the reasonable cost of collecting or returning a Product where we are legally responsible for the fault.

7.14 Refunds will be made using your original payment method within the timescales required by law, and in any event within 14 days of the date on which we agree that you are entitled to a refund or, where the Product is returned to us, within 14 days of the day we receive it back.

7.15 Some Products carry a manufacturer's guarantee (clause 12). Any guarantee is in addition to — not instead of — your statutory rights, and is subject to the guarantee's own conditions, including any requirement to treat and maintain the Product.

7.16 Returns outside your statutory rights

We may, at our discretion, accept a return in circumstances where we are not legally required to do so. Where we do, any sum returned to you will be issued as a credit note rather than a refund to your original payment method. We will confirm this before you return the Product. Credit notes are valid for [12] months from issue and may be used against any purchase from us. This clause does not apply where you are entitled to a refund under clause 7.14 or otherwise by law, and does not affect your statutory rights.

 

 

8. Ending the contract — other situations

8.1 You can always end the contract if we have done something wrong, with rights to refund, repair, replacement or compensation as applicable.

8.2 We may end the contract if you materially breach it e.g. non payment, or failing within a reasonable time to provide information or access we need (including suitable access or a base for installation).

8.3 We may end the contract if a product is unavailable or due to an event outside our control, refunding sums paid in advance for products not provided.

8.4 Where you cancel because we have breached, we will not charge you for doing so.

8.5 If we end the contract under clause 5.4 (repeated failed delivery), we may deduct reasonable storage and administration costs actually incurred and refund the balance.

9. Returns and refunds — how it works

9.1 Please contact refunds@waltons.co.uk first for return/collection instructions.

9.2 Keep any product you intend to return in good condition; return flat-packed items disassembled and well packed. Change of mind refunds may be reduced for excessive handling or damage (clause 6.6); this does not apply to faulty products.

9.3 Refunds are made without undue delay within the periods in clauses 6.5 and 7.14, in £GBP to your original payment method. We are not responsible for currency exchange movements between order and refund.

 

10. Our responsibility for loss or damage

10.1 We are responsible for foreseeable loss or damage caused by our breach or failure to use reasonable care and skill; we are not responsible for unforeseeable loss.

10.2 We do not exclude or limit liability where it would be unlawful, including for death or personal injury caused by our negligence, fraud, breach of your statutory product rights, or any other liability that cannot lawfully be limited.

10.3 We supply for domestic and private use only. We are not liable for loss of profit, business, business interruption or business opportunity if you use products commercially.

10.4 Please check a delivery is complete and undamaged before arranging any third party (e.g. a fitter); we are not responsible for third-party costs you commit to beforehand.

11. Supply and fit (installation) service

11.1 Where you purchase installation, this clause applies in addition to the rest. Installation covers selected postcodes only; we will confirm coverage. A typical lead time of [15] working days applies and may be extended in unavoidable circumstances, which we will tell you about.

11.2 We will contact you 1–5 days before the anticipated fitting date. Installations are weekdays, typically 7:00am–7:00pm. You need not be present, but if absent we need written permission and clear instructions.

11.3 Before the fitting date you must provide, at your own cost: a firm, level, square base (spirit level and equal diagonals) no smaller than the product footprint, per our base guidance; at least 400mm clear access all around and clear pedestrian access (not height/turn limited); and a site clear of encroaching trees, branches or obstructions.

11.4  For a Timber Base or Plastic base, you remain responsible for suitable ground (Timber base gradient no greater than [65mm] across length or width, clear and not waterlogged). The plastic base is for you to install even if purchased with installation. If unsure, contact us before purchase.

11.5 If on arrival the site/base does not comply and installation cannot safely proceed, our team may abandon it. We will discuss options: (a) you complete the build yourself, or (b) you prepare a suitable base and we arrange a return visit, which may incur a further installation charge.

11.6 Any abandoned installation charge reflects our reasonable actual wasted costs (labour and travel), which we will make clear. The product is left with you. This does not affect your statutory rights.

11.7 Installation is carried out with reasonable skill and care. The Ready-Painted service is bespoke (clause 6.7). If a building we installed or painted is faulty, we will put it right under clause 7.

11.8 Cancelling or rearranging a booked installation. You may cancel or rearrange your installation appointment free of charge by giving at least 5 working days' notice before the booked date. With less than 5 working days' notice, we may charge a late cancellation fee of 50% of the installation fee, representing a genuine pre-estimate of the labour and scheduling costs we cannot recover at short notice. This does not affect your separate 14 day right to change your mind about the product itself (clause 6), where that right applies. Please note our installation teams do not remove or dispose of any waste materials or leftover items, including timber, felt, packaging, or any other surplus materials following installation.

11.9 Changing your mind after installation. Your 14-day right to change your mind (clause 6) does not apply once we have installed or erected your building, because erecting it is a step incompatible with that right and an erected building cannot be returned to us in a re-saleable condition. If you nonetheless ask us to remove a building we have correctly installed because you have changed your mind: (a) we are not obliged to remove it; (b) if we agree to collect it, you will pay our reasonable actual costs of collection in full; (c) we will not refund the installation fee or the delivery charge; and (d) any refund of the product price will be reduced to reflect the loss of value, which for an erected building that cannot be resold as new may be the full price. This clause does not affect your rights if the building is faulty (clause 7).

12. Anti-rot guarantee and timber care

12.1 Many wooden products carry a manufacturer's anti-rot guarantee of up to [10] years, in addition to your statutory rights. Terms are in the assembly instructions; you may need to register via the Mercia Garden Products portal.

12.2 The guarantee covers rot only. Timber may move, twist, warp, split or change colour with weather and time; this is normal, does not affect structural strength and is not covered — though statutory rights still apply if a product is not of satisfactory quality.

12.3 To keep the guarantee valid, the instruction conditions must be met, typically: building per instructions on a suitable solid base; treating with suitable timber treatment at first build and re-treating as directed (commonly every 12 months); treating cut/notched/drilled ends with approved cut end treatment; keeping the building clear of moisture-trapping obstructions (commonly [40cm]+ from walls, trees, fences); maintaining felt and glazing seals; and not modifying the building in a way the instructions prohibit.

12.4 The guarantee applies to products used domestically within the UK and runs in favour of the original purchaser, per the manufacturer's terms.

13. Refurbished products

13.1 Some clauses do not apply to refurbished products (the finance option in 4.5, installation in 11 and the anti-rot guarantee in 12). Your core statutory rights still apply — refurbished products must be as described, of satisfactory quality (allowing for their refurbished nature) and fit for purpose as does your 14 day right to change your mind (clause 6) where the product is not bespoke.

14. Your information and your account

14.1 We process your personal data per our Privacy Policy [link] and data protection law. Please ensure your information is accurate.

14.2 Where you hold an account, keep your log-in details confidential and do not share them. We take reasonable steps to keep your details secure; tell us promptly of any unauthorised access.

15. Other important terms

15.1 We may transfer our rights and obligations to another organisation, telling you in writing and ensuring your rights are unaffected. You may transfer yours only with our written agreement.

15.2 This contract is between you and us; no other person may enforce it.

15.3 Each paragraph operates separately; if any is found unlawful, the rest remain in force.

15.4 If we delay enforcing the contract against you, that does not prevent us doing so later.

15.5 These Terms are governed by English law. You may bring proceedings in the English courts; if you live in Scotland or Northern Ireland, in your local courts or the English courts.

15.6 Complaints: service@waltons.co.uk / 01636 821 135. Alternative dispute resolution may be available; details on request.

16. Website use and intellectual property

16.1 Website content is for your personal, non commercial use. You may not copy, republish, distribute or commercially exploit it without our permission, except as permitted by law.

16.2 We may change or update the website and these Terms. We are not responsible for the content or privacy practices of external sites we link to.

17. Planning permission general guidance only

17.1 The following is general guidance only, not legal or planning advice. Rules vary, change and depend on your local authority and circumstances. Always check with your local planning and building control department before building. We are not responsible for planning or building control issues arising from your installation.

17.2 As a general guide, approval is often not required for a single storey garden building with no sleeping accommodation, within typical size, height and boundary limits  but these are illustrative only and you must confirm the current rules for your property (for example via the Planning Portal).

Appendix: Model cancellation form

(Use only if you wish to cancel under your 14-day right to change your mind. You do not have to use this form.)

To: Walton Web Limited, [address], refunds@waltons.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Order reference (if known):

Signature (if on paper) and date: