Paulownia Timber Terms and Conditions

Terms and Conditions of Sale
Retention of title: All Paulownia Timber products supplied will remain the property of Paulownia Timber until they have been paid for in full.  Where payment has not made you will, Paulownia Timber Ltd will have the right to take the goods back without prior notice.
Orders: All orders are payable in full prior to delivery, installation, or collection.
Lead times: Lead times quoted are estimated only.
Payment terms: 
Panel or timber orders need to be paid in full prior to shipping or collection.
Stock items need to be paid in full prior to shipping or collection.
Manufactured or Bespoke items:
Orders up to £1000 excluding VAT are to be paid for in full prior to manufacturing.
Orders above £1000 excluding VAT:
1/3 deposit will confirm an order and book a production slot. 
1/3 is payable prior to starting production.
1/3 balance is payable when an order has been completed and is ready for collection or delivery.
Order processing: Orders are considered confirmed when a deposit or full payment has been received by Paulownia Timber.
Stock items: Payment must be received in full before the order will be processed.
Bespoke and manufactured items: · 
No production slot will be allocated until the 1/3 deposit or payment in full has been received by Paulownia Timber.
Manufacturing of a confirmed order will not be started until a further 1/3 deposit has been paid and received by Paulownia Timber.
All orders are to be paid for in full prior to collection.
Delivery will not be scheduled unless payment in full has been received.
Cancellation policy:
Cancellation of confirmed orders have to be notified in writing. 
Cancellation of any confirmed stock order will incur a 10% + VAT administration charge.
Cancellation of any bespoke confirmed order prior to drawings being generated or prior to the start of production will incur a 10% + VAT administration charge.
Once the creation of the drawings has started a 25% cancellation administration charge will be payable. 
For unfinished orders, once production has started payment will have to be made in full.
For finished orders, once finishing has started, payment will have to be made in full. 
Once panels, timbers, worktops have been cut payment will have to be made in full.
Alterations, modifications, and extras:
Paulownia Timber reserves the right to make minor design and size changes to their stock products without prior notice to facilitate improvements.
Any customer requested alterations, modifications or extras to a confirmed order will be charged for unless it is explicit stated in writing that it will be free of charge.
Site visits will be charged for at an hourly rate of £75 + vat excluding travelling expenses. 
In the event a replacement unit needs to be made construction, finishing, collection and delivery will be charged using Paulownia Timber current price list.
Any modifications or alterations carried out by the customer to any of the product supplied by Paulownia Timber will invalidate any warranty.
Hygroscopic materials:
Wood is a hygroscopic material which means that it will take up or let out moisture depending on the environment it is placed in. It is important to let wood acclimatise so it reaches the EMS (equilibrium moisture content) of its environment. After accepting delivery, it is the customers responsibility to store the units, doors, panels, timbers properly to avoid damage, bowing or splitting of the wood. Batons are fitted on doors, panels, and shelves the act as support to prevent bowing. Where these batons must be subsequently removed, if the item was supplied unfinished or exterior finished only, it will need to be finished immediately to avoid bowing.
Tolerance: Given that wood is a hygroscopic material and the handmade manufacturing process please allow up to 2 mm tolerance on finished cabinet/furniture individual unit sizes manufactured. Measurements may vary depending on the tape measure used, Paulownia Timber uses Stanley FAT MAX 8m tape measures in its factories.
Items supplied in natural unfinished wood: It is the customers responsibility seal the wood by painting, lacquering, staining, varnishing, oiling or waxing immediately to avoid splitting, bowing or movement of the wood: If items are supplied unfinished. If items are supplied exterior finished only. If items are supplied interior finished only. Failure by the customer to seal the wood immediately upon receiving the items will invalidate any warranty offered. Finishing: Details of the Paulownia Timber finishing service are documented in the finishing brochure. Paulownia Timber can offer a paint, lacquer, stain, varnish, oil or wax finishing service for all the items it supplies. Given that wood is a hygroscopic material, items when finished might require remedial work once they have climatised to their new environment. Any site visits to carry out remedial work to finishing, return or redelivery costs will have to be paid for by the customer.
Grain and shade differences:
Grain and shade might vary between individual pieces and between panels because wood is a natural material and wood is cut in size order. 
Colours and shade differences:
Colours might vary from the colour charts or online images used.
Different batches of paint might have a different colour shade and therefore might not match previously painted items.
Colours matched to customer specifications:
Although every effort will be made, colours matched to specific paint suppliers colours might not always be the same shade.
Damage/Faults: Paulownia Timber must be notified in writing within 2 weeks of accepting delivery if there are any faults or problems with the items supplied.
For Paulownia Timbers warranty to remain valid no alterations or modifications can be made to the items supplied.
Any alterations or modifications made to the items supplied invalidates warranty.
Paulownia Timber will correct free of charge any mistakes, faults or problems which are clearly their fault without fail and delay. The correction of any mistakes, faults or problems which are not Paulownia Timbers fault or for items which have been altered or modified will be charged for using Paulownia Timbers current price list.
When a customer collects the item(s) he/she will have the opportunity to check the items for quality and specifications including dimensions, once the customer accepts the items and removes them from the premises, no claims can be made at a later stage. 
In case of ambiguity, replacements will be supplied free of charge and if it subsequently transpires that the item(s) are not faulty, or the customer has altered or made modifications, the customer will be invoiced for payment in full.
Collection of a faulty item(s) and the delivery of a replacement item(s) will be charged for at cost, delivery charges are not refunded.
Please read the information below carefully
Paulownia Timber reserves the right to make minor design and size changes to their stock products without prior notice to facilitate improvements. Paulownia Timber reserves the right to make minor design and size changes to bespoke made measure items without prior notice to facilitate improvements.
For bespoke or made to measure items, specification and production drawings are emailed to the customer for review and approval prior to manufacturing. Paulownia Timber considers approval to be given if the customer does not request in writing changes to be made to the emailed specification and production drawings, items will be subsequently manufactured to the specifications and the production drawings emailed.
Given that wood is hygroscopic and the nature of handmade manufacturing, a tolerance of up to 2 mm per individual item or cut is considered acceptable.
Measurements may vary depending on the tape measure used, Paulownia Timber uses Stanley FAT MAX 8m tape measures in its factories.
An order is considered complete once delivery has been accepted or the customer has collected the order. A customer is given the opportunity to inspect his order on collection or delivery. Any problems need to be notified in writing to Paulownia Timber within the time frame applicable under current U.K. legislation.
Terms and Conditions of Delivery and Collection
Collection: Collections can only be made by prior appointment, please contact Paulownia Timber on 07821172061 to arrange a collection appointment.
When a customer or their agent collects the item(s), he/she will have the opportunity to check the items for quality and specifications including dimensions. Once the customer or their agent accepts the items and removes them from the premises, no claims can be made at a later stage.
Delivery service: Delivery times quoted are estimates only. 
- For small items, Royal Mail or a parcel carrier. 
- For large items, large parcel delivery service or a pallet delivery service. 
- For local deliveries Paulownia Timber might use its own transport.
If Paulownia Timber does not use a delivery service or its own transport, a white van man delivery service might be used.
After accepting delivery, it is the customers responsibility to handle and store the items properly to avoid damage, bowing or splitting of the wood.
Delivery access restrictions: It is the responsibility of the customer to inform in advance Paulownia Timber and 3rd party delivery companies used by Paulownia Timber of vehicle access restrictions and/or limitations. If the delivery cannot be made due to a failure of the customer to inform Paulownia Timber or the 3rd party delivery company in advance of vehicle access restrictions and/or limitations the customer remains liable for the delivery charge and will be liable for the cost of redelivery.
Customer not being present when a delivery slot has been confirmed: If the delivery cannot be made due to a customer not being present after a delivery slot had been confirmed, the customer remains liable for the delivery charge and will be liable for the cost of redelivery.
Curb side delivery: If the delivery cannot be made due to a customer not being able to provide assistance, the customer remains liable for the delivery charge and will be liable for the cost of redelivery.
Prior to signing for collection or delivery:
It is the responsibility of the customer to inspect all items prior to signing for collection or delivery.
Before signing for collection or delivery, the customer must make sure that the items collected or delivered are as described.
If item(s) are delivered by parcel, by van or on pallets, prior to signing and accepting the delivery the customer must make sure:
- That there is no visible damage to the packaging and/or the items.
- The number of packages/pallets signed for are the number delivered.
If the customer has signed for collection or delivery without identifying that there is damage to the packaging and/or the items, or a number of packages/pallets are missing, no refund or replacement can be issued at a later stage.
Minor damage to packaging or pallets: If there is minor damage to the packaging/pallet(s) and the item(s) seem undamaged, the customer has 2 options:
- a) If the driver is not prepared to wait, the customer can accept delivery after taking photos of the packaging/pallet(s) identifying the damage and declaring on the delivery note that the packaging/pallet(s) is damaged, and the content(s) were not inspected. If, after unpacking, the content(s) are found to be damaged take photos and notify Paulownia Timber immediately.
- b) If the driver is prepared to wait until the customer has inspected the content(s), the customer can accept delivery after taking photos of the packaging/ pallets prior to unpacking, and proceed to inspect the content for damage.
If, after unpacking, the content(s) are found to be damaged take photos and notify Paulownia Timber immediately prior to the driver leaving.
Serious damage to packaging or pallets: If the goods, the packaging, or the pallets are seriously damaged, please do not accept delivery. Notify the driver and write on the delivery note that delivery was refused due to the goods, the packaging or the pallets being damaged, take photos and notify Paulownia Timber immediately.
Free delivery: Delivery is only free when it is explicitly stated on the invoice, the advert or on a voucher redeemed that the delivery will be free of charge.
Delivery prices quoted: Delivery prices quoted are based on the: Delivery time, Delivery type, Location, Size of the order, Access, Number of delivery people required.
The customer is required to provide the correct information to enable Paulownia Timber to quote accurately. Failure to disclose information which will affect the delivery may result in the delivery price charged to be increased, or the delivery being aborted and rescheduled. Rescheduled deliveries are subject to additional delivery charges. Delivery quotes are valid for 30 days.
Assistance to unload:
For orders where assistance by the customer is required to unload, and assistance to unload is provided by the customer, Paulownia Timber will not accept liability for accidents, injuries, or damage.
For orders where assistance to unload is required and the customer cannot help to unload and a two-man van delivery service is required, the delivery will be charged for accordingly.
For orders where assistance to unload is and Paulownia Timber is unable to deliver because of the customer having failed to inform Paulownia Timber as regards to their inability to help unload, the delivery charge will still have to be paid and an additional charge will apply for a 2-man redelivery service.
Access: If the customer fails to inform Paulownia Timber prior to the delivery as regards to access both outside and inside the property, an additional charge may apply, or the delivery might be aborted and rescheduled. If the delivery service specified and paid for is to bring the items inside the property, it is the customers responsibility to make sure that the items ordered will fit into the property. It is the responsibility of the customer to check and make sure that the items delivered will fit through door openings, entrance halls, stairways, and corridors. For tall units it is the customers responsibility to verify that the ceiling height allows for the units to be raised and stand up clearing the ceiling.
Delivery charge for aborted deliveries will still apply and rescheduled deliveries are subject to additional delivery charges.
Additional delivery charges- third party delivery service: If Paulownia Timber is using a 3rd party delivery service and the carrier charges more for the delivery than Paulownia Timber has quoted for delivery, Paulownia Timber reserves the right to pass these additional costs onto the customer.
In the event the customer does not accept the additional delivery charge, they can collect or arrange collection. Paulownia Timber does not accept collections from parcel carriers due to the high risk of damage, the customer can instruct 3rd party white van delivery service to collect on their behalf.
Additional delivery charges Paulownia Timber transport or 3rd party white van man delivery: If a customer requires delivery inside the property, Paulownia Timber needs to be advised in advance and the delivery quote will be adjusted accordingly. Delivery inside the property will be to ground floor level only, and if access to enter the property is difficult, delivery will be to the front door only, subject to easy access to the property. If items are delivered to a flat, delivery will be to ground level front door only subject to easy access to the property.
If the customer fails to inform Paulownia Timber prior to the delivery as regards to access both outside and inside the property, an additional charge may apply, or the delivery might be aborted and rescheduled. Rescheduled deliveries are subject to additional delivery charges. Once a delivery date and time has been confirmed and Paulownia Timber or Paulownia Timber delivery representative is unable to deliver because of the customer not being available to accept delivery, the delivery charge will still have to be paid and an additional charge will apply for redelivery.
If the customer cannot be contacted, is unavailable or has given the wrong delivery address the delivery charge will still have to be paid and redelivery will be charged for.
Delivery times: Delivery times quoted are estimates only.
Delivery date and time:
Once an order is ready to be shipped:
· Royal Mail or parcel carrier: The customer will be informed of the delivery details.
· Paulownia Timber own transport: Paulownia Timber will contact the customer in advance to agree a suitable delivery date. On the day the delivery is scheduled, Paulownia Timber will contact the customer at least 30 minutes in advance confirming an estimated arrival time.
· Pallet delivery service: The customer will be informed of the transport contact details once the order has been collected. The transport company will be instructed to contact the customer in advance to agree a suitable delivery date and time.
· 3rd party white van man delivery service: The 3rd party delivery company will be instructed to contact the customer in advance to agree a suitable delivery date and time.
Delivery charges invoiced and paid for: ·
Delivery charge for aborted deliveries will still apply and rescheduled deliveries are subject to additional delivery charges.
Once an order has been packed ready for shipping and the customer decides to cancel an order the cost of packing will still apply. ·
Once an order has been palletised ready to be collected for delivery and the customer decides to cancel an order the cost of palletising will still apply.
If delivery ends up being a different delivery service than the one paid for, then the customer will have to pay the difference between the delivery price paid and the delivery price due.
In the event a delivery must be rescheduled, the delivery charge will still have to be paid for and redelivery will be charged for at a revised price.
Our delivery team is not permitted to:
- Remove gates, doors, windows, and fence panels. Lift items over gates, fences through windows etc…
- Deliver to the 1st floor of a property unless they have been authorised by management to do so.
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