These terms and conditions apply to the supply of goods and/or services by Redwood Joinery. By placing an order with us, you agree to these terms and conditions.
About us
Redwood Joinery is a UK-based joinery business supplying made-to-measure joinery, timber products and associated goods and services. References to “we”, “us” or “our” mean Redwood Joinery. References to “you” or “your” mean the customer placing an order with us.
Quotations and estimates
All quotations are based on the information available to us at the time the quotation is prepared. Unless otherwise stated, quotations are valid for 30 days from the date issued unless otherwise stated. We reserve the right to amend or withdraw a quotation after this period. A quotation is not a binding contract until we have accepted your order. Where a quotation is based on measurements or information supplied by the customer, you are responsible for ensuring that this information is accurate. We cannot accept responsibility for additional costs arising from inaccurate or incomplete information supplied by you. If, after accepting an order, we discover circumstances which could not reasonably have been anticipated when the quotation was prepared, we will discuss any necessary additional costs with you before carrying out the additional work.
Orders and specifications
Orders are confirmed once we have received your acceptance and, where applicable, any required deposit or payment. Because many of our products are made to order, we may not be able to accept changes or cancellations once manufacture or procurement has commenced. You are responsible for checking drawings, dimensions, specifications, finishes, hardware and other details supplied for approval before manufacture begins. Once you have approved a drawing or specification, we will manufacture the item in accordance with the approved details. Changes requested after approval may incur additional costs and may affect the agreed completion date.
Measurements and site conditions
Where we carry out measurements ourselves, we will take reasonable care to ensure that the measurements are accurate.Where measurements are provided by the customer or another party, responsibility for their accuracy remains with the person providing them. Where installation is included, you must ensure that the site is reasonably accessible and suitable for the work to be carried out. We cannot be held responsible for delays, additional work or additional costs resulting from unforeseen site conditions, structural problems, restricted access or other circumstances outside our reasonable control.
Materials and natural variations
Timber is a natural material and variations in colour, grain, knots, texture and appearance are normal characteristics rather than defects. Timber can also move, shrink, expand or develop minor cracks as its moisture content changes. Such movement is a natural characteristic of timber and does not necessarily indicate a defect. Where timber is selected for its appearance, we will make reasonable efforts to provide materials consistent with the agreed specification, but an exact match to photographs, samples or previously supplied timber cannot always be guaranteed.
Finishes
Where products are supplied unfinished, the customer is responsible for applying any required protective treatment or finish unless otherwise agreed. Where we apply a finish, we will use the agreed product and number of coats where specified. Slight variations in finish, colour and texture may occur, particularly with natural timber. The durability of any applied finish will depend on its location, exposure, maintenance and environmental conditions.
Installation
Where installation is included in our quotation, the extent of the installation work will be as stated in the quotation. Unless specifically included, our price does not cover builders’ work, electrical work, plumbing, plastering, decorating, structural alterations, removal of existing structures or other work outside the agreed scope. If additional work becomes necessary, we will inform you and agree the additional cost before proceeding wherever reasonably possible.
Delivery
Delivery dates are estimates unless a specific date has been expressly agreed in writing. We will make reasonable efforts to meet agreed delivery dates but cannot accept liability for delays caused by circumstances beyond our reasonable control. You must ensure that there is suitable access for delivery and that someone is available to receive the goods where required.If delivery cannot be completed because suitable access is unavailable or nobody is available to receive the goods, additional delivery or storage charges may apply.
Prices and payment
Our prices are as stated in the quotation or order confirmation. Unless otherwise agreed, payment is due according to the payment terms stated on the quotation or invoice. We reserve the right to suspend work or withhold delivery where payments are overdue. All goods remain our property until payment has been received in full, to the extent permitted by law.
Cancellation
Where goods are made specifically to your requirements, cancellation rights may be limited once manufacture or procurement has commenced. If you wish to cancel an order, please contact us as soon as possible. We will advise whether cancellation is possible and whether any costs have already been incurred. Nothing in these terms affects any statutory cancellation rights or other rights that you may have under UK consumer law.
Defects and complaints
We take care to ensure that our work is manufactured and supplied to a high standard. If you believe that goods or services supplied by us are defective or do not comply with the agreed specification, please contact us as soon as reasonably possible, providing details of the problem and, where appropriate, photographs. We will investigate the issue and, where we are responsible, will take appropriate steps to put the matter right. This may include repair, replacement or, where appropriate, a refund or reduction in price. You should not arrange for another contractor to repair or alter our work before giving us a reasonable opportunity to inspect and, where appropriate, rectify the issue, unless immediate action is reasonably necessary.
Guarantee
Any guarantee offered by us will be stated in the quotation, invoice or other written documentation supplied with the goods or services. Unless expressly stated otherwise, any guarantee applies to defects arising from our workmanship or materials and does not cover damage, misuse, accidental damage, normal wear and tear, inadequate maintenance, alterations by others, or damage resulting from circumstances outside our control. Any manufacturer’s warranty applying to supplied products will be subject to the manufacturer’s own terms. Nothing in this section limits your statutory rights.
Customer-supplied materials
Where we are asked to work with materials, hardware, glass or other items supplied by the customer, we will take reasonable care of those items. However, we cannot accept responsibility for defects, inaccuracies, incompatibility or other problems arising from materials or components supplied by the customer. Additional work resulting from unsuitable or defective customer-supplied materials may be chargeable.
Liability
We will carry out our work with reasonable skill and care. Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights. Subject to the above, we will not be responsible for losses arising from circumstances outside our reasonable control or for consequential losses that were not reasonably foreseeable.
Events outside our control
We will not be liable for failure or delay in performing our obligations where this results from circumstances beyond our reasonable control. This may include, but is not limited to, severe weather, fire, flood, industrial disputes, transport disruption, shortages of materials, supplier failures, power failures, government action or other unforeseen events. Where such circumstances occur, we will make reasonable efforts to minimise any delay and keep you informed.
Photographs and completed work
Unless you tell us otherwise, we may photograph completed work for our records and for use in our website, portfolio, social media or other promotional material. We will not publish personal information or identifiable details about you without your permission. If you do not wish us to use photographs of your completed work for promotional purposes, please let us know before or at the time of placing your order.
Privacy
We will handle your personal information in accordance with applicable UK data protection legislation. Personal information will only be used for purposes connected with providing our goods and services, administering your order, communicating with you and meeting our legal obligations, together with any other purposes explained in our Privacy Policy.
Website information
We make reasonable efforts to ensure that information, photographs, descriptions and dimensions published on our website are accurate. However, photographs and colours displayed on screens may vary from the actual appearance of materials and finishes. We reserve the right to make reasonable changes to products, materials or specifications where necessary, provided that such changes do not materially alter the agreed product or service.
Complaints
If you have a concern about our goods or services, please contact us in the first instance so that we have an opportunity to resolve the matter. We will endeavour to investigate complaints promptly and fairly.
Governing law
These terms and conditions are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory rights you may have as a consumer.
Statutory rights
Nothing in these terms and conditions is intended to restrict or exclude any rights you have under applicable consumer protection legislation. Where you are a consumer, your statutory rights remain unaffected.
Page last updated 25th August 2026
