Terms & conditions

The “Plain English” Summary

Before we get to the legal details, here are the key things you need to know about how we work:

• Custom Made: Because we make items specifically to your design and measurements, we cannot offer refunds if you simply change your mind.

• Natural Materials: Wood is a living material. Small movements, knots, and variations in grain or colour are normal and not defects.

• The Deposit: We take a 40% deposit to secure your slot and buy materials. This is non-refundable once work begins or materials are ordered.

• Measurements: Please double-check your measurements. We build to the numbers you give us!

Terms and Conditions of Sale

1. Definitions

• “We/Us/Our” refers to RW Joinery, registered at 16 Spinney Close, Norwich, NR7 0PN.

• “You/The Client” refers to the person or company placing the order.

• “Goods/Work” refers to the custom carpentry, furniture, or joinery services provided by us.

2. Orders and Contract

• A contract is formed between us when we accept your order and receive the agreed deposit.

• As the majority of our work is “made to order” to your specific specifications, the standard 14-day “cooling-off” period (Consumer Contracts Regulations 2013) does not apply. You do not have the automatic right to cancel once the order is placed and materials are purchased.

3. Quotes and Payment

• Deposit: A non-refundable deposit of 40% of the total quote is required to secure your booking and allow us to order materials.

• Balance: The remaining 60% balance is due upon [on day of fitting / delivery of the item].

• Late Payment: We reserve the right to charge interest on overdue balances in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

• Ownership: All goods remain the property of RW Joinery until the invoice is paid in full.

4. Variations in Wood (The “Natural Material” Clause)

• Wood is a natural material that reacts to its environment.

• Appearance: Variations in grain, texture, colour, and knots are natural characteristics of timber and are not considered faults.

• Movement: Wood expands and contracts with changes in temperature and humidity. While we use correctly seasoned timber, we cannot accept liability for natural movement, minor shrinkage, or warping that occurs as the wood acclimatises to your property.

5. Client Obligations (Measurements & Access)

• Measurements: Unless we have conducted a site survey ourselves, you are responsible for the accuracy of all measurements provided. RW Joinery is not liable for goods that do not fit due to incorrect measurements provided by you.

• Access: It is your responsibility to ensure the item can fit into your property (e.g., through doorways, hallways, and up stairs).

• Site Readiness: If we are installing on-site, the area must be clear and ready for us to work. Delays caused by the site not being ready may incur additional labour charges.

6. Changes and Cancellations

• Changes by You: If you wish to make changes to the design after the contract is signed, this may incur additional costs and delay the completion date.

• Cancellations: If you cancel the project after the cooling-off period (or if the period is waived due to bespoke work), the 40% deposit will be retained to cover material costs and administration. If work has significantly progressed, you may be liable for further costs.

7. Liability and Defects

• Under the Consumer Rights Act 2015, our goods will be of satisfactory quality, fit for purpose, and as described.

• If a fault is discovered, you must notify us within [e.g., 30 days] of delivery. We reserve the right to inspect the goods and, in the first instance, offer a repair or replacement.

• We are not liable for damage caused by:

• General wear and tear.

• Misuse or neglect (e.g., placing furniture next to a radiator causing it to warp).

• Changes you make to the item (e.g., painting or modifying it yourself).

8. Intellectual Property

• All designs, sketches, and specifications created by RW Joinery remain our intellectual property. They may not be used by other parties without our written permission.