Terms & Conditions

1. Legal Notice

If you have any queries, please contact us.

This site is owned and operated by Composite Wood Shop.

Composite Wood Shop
Unit 1 Black Lamb Farm,
Bunkers Hill, Ridley, Sevenoaks,
Kent, TN15 7EY

Email: sales@compositewoodshop.co.uk
Telephone Number: 01474 878877  

2. Call Recording

Our phone calls are recorded for training and monitoring purposes. 

3. Availability

We work hard on keeping our product availability database up to date and do not knowingly offer any item online that is not available. Of course, and as in any business, things can go wrong from time to time and in that event, we will always keep you informed if we hit any problems with your order.

Unlike many websites we select a range and physically carry it in stock, rather than just list everything from every manufacturer. This means that our customers know exactly where they stand when ordering from us and we will endeavour you receive a much speedier service because of it. If there is something you are unable to find, please let us have a daytime telephone number and we will do our best to source the item and fulfil your order.  

4. Bulk buy policy

To ensure availability of all our products, customers may be limited to a maximum number of items on certain special offer items.

5. Delivery

Widths are quite long for one person to carry safely, so drivers may need assistance in unloading your grass. The drivers are only obliged to drop at the main entrance of the property, curb side only.

Delivery will be made to the address specified when you complete the order. We deliver to almost all residential or commercial postal addresses within our delivery areas. We will not deliver to car parks, docks, fields etc. Please note we only deliver to addresses within England, Scotland and Wales. 

We use a variety of delivery methods, depending on the size of the item you order and the speed with which you wish to receive it. We aim to deliver most of our larger sized items within 3-5 working days for most UK postcodes. On certain items there is a longer lead time which is up to 30 days unless another time is specified. 

For orders that are delivered direct to you by our suppliers, they will contact you to arrange a delivery date that is convenient to you. A signature may be required at delivery, by placing an order you are authorising us to accept a signature from an adult at the delivery address or neighbouring property should you not be available at the time of delivery. For some products that do not require a signature at delivery you may be able to give instructions explaining if and where you would like the product to be left if no one is present. Ownership of a product will not pass to you until we have delivered the product to you (either directly, or by leaving it in a safe place or with a neighbour or where you have signed for it when using the In Store Collection option). This is when the contract between you and us will be deemed to have concluded. 

Once a product is delivered, responsibility for risk of damage to or loss of the product passes to you. We also use third party delivery companies which may, at their discretion, leave a product in a safe place if no one is present at the time of delivery. In these circumstances the delivery company will put a card through your letter box explaining where the product has been left. By Signing for items delivered by a courier you are confirming receipt of the items in good condition and as such will be unable to claim for any damages. If you are unable to check your items before signing, ensure you sign for the goods stating ‘Unchecked’. All Shortages or Damages must be reported to us upon delivery.

Subject to the other provisions of these conditions we shall not be liable for any direct, indirect or consequential loss (all three of which terms include, without limitation, pure economic loss, loss of profits, loss of business, depletion of goodwill and similar loss), costs, damages, charges or expenses caused directly or indirectly by any delay in the delivery of the Products.

We shall have no further liability under the Contract if, for any reason, you fail to accept delivery of any of the Products when they are ready for delivery, or we are unable to deliver your order on time due to health and safety risks.

6. Cancellation of Order

The rights of cancellation set out below apply to any agreement between you and us. You have a right to cancel the agreement at any time before the expiry of a period of 7 working days beginning with the day after the day on which you receive the goods, unless the item is a specific size, made to measure or a none regular stock item, if refused 50% of the order or the return haulage fee will be deducted from the refund.

You may cancel by giving us notice in any of the following ways:

By email: sales@compositewoodshop.co.uk

By telephone: 01474 878877

If you cancel the agreement:

  • You must return the goods to us at the address given above. We strongly recommend all goods should be returned via recorded delivery.

  • The goods must be returned to us complete (please note the definition of goods given above).

  • You are responsible for the cost of returning the goods to us at the address given above.

  • You are under a duty to take reasonable care of the goods (including reusable packaging, manuals etc) until they are returned to us.

  • You are under a duty to take reasonable care to see that they are received by us and not damaged in transit.

  • We will reimburse any sum paid by you or on your behalf under or in relation to the agreement (not including the costs of carriage).

  • We will charge you the direct costs to us of recovering any goods supplied by us if you fail to return the goods to us.

  • We reserve the right to charge 4% of the total order value to compensate against Credit Card / Merchant Service charges absorbed by us when an order is cancelled, we may also charge 20% of the order when goods have left for delivery and have to be returned to us, you have 1 hour from delivery confirmation to cancel before charges are applied. This may be done strictly by telephone only.

7. Our right of cancellation

If for reasons beyond our reasonable control, we may cancel the agreement at any time before the goods are delivered by giving notice to you. We shall not be liable for any other loss or damage whatever arising from such cancellation.

8. Cancellation and Returns

We do accept returns of products that have been cut to your specifications, however a re-stocking and administration charge applies. 25% re-stocking charge applies to all returns if agreed with prior to return, along with a standard £35.00 administration cost, buyer pays return.

On cut to length and pre-cut to size orders, if the grass is defective, you must contact the office within 30 days of the delivery to arrange a collection and exchange, after 30 days buyer pays return/new delivery cost. All returns costs for any reason other than defective goods will be paid for by the buyer.

(Applicable for Internet Sales only).

In accordance with the Distance Selling Regulations 2000 you have the right to cancel your order, up to 14 days after you receive the goods. To cancel your order, you must inform us either in writing, telephone, or by email: sales@compositewoodshop.co.uk

All goods must be re-packed as they were received. Refunds will be made to the payment card that was initially used to make the purchase, within 30 days of receipt of returned goods. Buyer to arrange and incur any cost of returning goods. This applies only to goods that have not been specifically cut to size and ordered. (Excludes; orders cut to your specific size cut off the roll).

9. Bespoke Items

You are required to take reasonable care of items. Please return an item with all its components, we will offer you a refund in accordance with our refund policy.

If an item is returned undamaged in its original and undamaged packaging, we will offer you a refund in accordance with our refund policy. If you do not return the item as instructed within 7 days of cancellation, we will make a charge in respect of the cost of recovering (or attempting to recover) the item. If you do not return an item after our reasonable attempts to recover it, you will be deemed to have accepted the item, at which point a new purchase contract will be made and you will be charged for your order at the price then set out on the Website. Nonfaulty goods which are returned will be subject to a restocking charge, this will vary depending on product. Return of non-faulty goods are subject to the customer paying for the transportation of the items back to ourselves. If you would like us to collect any items, we offer a collection service for UK Mainland, cost subject to item ordered, with additional cost per collection attempt.

10. Faulty items

Some products are provided with a manufacturer’s warranty, however if a fault is caused by misuse, negligence, incorrect installation, or accident then it may not be covered by the manufacturer’s warranty and therefore any repair will be chargeable. If you have any problems with your purchase, we can offer help and assistance, please call Customer Services on 01474 878877. If we arrange for an item to be repaired, please also send a copy of the invoice which accompanied delivery. Failure to show that you have purchased the item from us may result in the repair becoming chargeable. (If a repair is chargeable, we will tell you in advance.) Repair turnaround time is dependent on the relevant manufacturer’s current workload. We will not accept any claims for losses you suffer during this time. If a fault is caused by accident, misuse, or negligence, or it occurs outside the warranty period, it will not be covered by the manufacturer’s warranty. Service for an item not covered by the manufacturer’s warranty will be chargeable. A quotation will be emailed (or sent to you by post if we do not have an email address) and confirmation of acceptance is required within 10 days. Where such acceptance is not received, the item will be returned not repaired and a charge may be payable. All warranty repairs will be returned to you at our cost. 

Any item returned without following our procedures and receiving the appropriate authorisation will be subject to a £60.00 administration fee. Nothing in this section affects your statutory rights.

11. Payment & Acceptance

You may pay using, PayPal, Bank Transfer, Visa, Visa Debit, Visa Electron and MasterCard. Cash paid directly to the sales department upon order is also accepted. You confirm that the credit, debit that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. All card payments are processed for you by our credit card acquirers for a fee included in the cost of your purchase. We do not take additional fees for varying payment methods. If refunds are made, they will be made in the method they were received.

We shall take all reasonable precautions to keep the details of your order and payment secure, except where we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you. Orders to businesses and business addresses will be deemed as B2B transactions and as such the Distance Selling Regulations do not apply. Orders collected from one of our stores or warehouses provide you with the ability to inspect the goods and as such the Distance Selling Regulations do not apply.

When ordering from us we accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, 3.0 version or higher of Explorer and versions 3.02 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.

These Product Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.

12. Our responsibility to you

If we are in breach of these Terms & Conditions, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you make the relevant order. Our products are for personal use only and our liability shall not in any event include business losses such as lost data, lost profits or business interruption.

13. General

Goods received should be fully rolled out and inspected before use. Any faulty, damaged, or incorrect goods should be reported to our sales team immediately. 

Do not fit or use the goods in anyway as you will then be liable for the costs and liable for keeping the goods. If the goods have not been used, we may offer a repair, exchange, or refund as appropriate in accordance with your consumer rights and our terms.

If you are arranging an independent fitter or as the fitting company you are ordering goods to install, we suggest that you do not schedule any installation work until a few days after receiving the delivery. This will enable you to check the goods and resolve any technical issues. Please take a moment to check the details on the order confirmation, to ensure the correct products have been ordered and that the delivery address and other details are as you requested.

14. Product Terms & Conditions

You may not transfer any of your rights under these Product Terms & Conditions to any other person. We may transfer our rights under these Product Terms & Conditions to another business where we reasonably believe your rights will not be affected.

If you breach these Product Terms & Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies later or in any other situation where you breach these Product Terms & Conditions.

We shall not be responsible for any breach of these Product Terms & Conditions caused by circumstances beyond our reasonable control.

Except as expressly set out in these Product Terms & Conditions, all use of your personal information will be made in accordance with our Privacy Policy.

15. Website Content 

We will take all reasonable care to ensure that all details, descriptions, and prices of products appearing on the website are correct at the time when the relevant information was uploaded onto the system. Although we aim to keep the content as up to date and accurate as possible, however due to inadvertent clerical or administrative errors the information including product descriptions appearing on this website at any particular time may not always reflect the product exactly. Please note that if an error is identified non-acceptance of an order by us may occur, subject to your statutory rights.

16. Data Protection and Privacy

We will respect the privacy of your personal data and will comply with all relevant and current data protection legislation. We will not disclose your personal data to anyone, unless required to do so by a court of competent jurisdiction.

If you wish to update or delete your personal information that has been specifically left on our mailing list, please contact us at sales@compositewoodshop.co.uk

To proceed with your order, we have to process and store your data, and provide your data to third parties who are directly involved with your order, e.g. our couriers. By placing an order with us, you agree to your data being processed by Composite Wood Shop Ltd. We will not pass on your data to anyone outside or organization.

17. Fading

Although our composite decking uses UV stabilisation additives during manufacturing, they will lighten slightly within the first few weeks/months whilst any residual dyes wash out due to weathering before they settle into their final colour. This process is known as “extractive bleeding”.

18. Colours

We send out artificial grass and composite products from the same batch to ensure there are no slight colour differentials. Therefore, please be aware if you want to add more grass or composite to an area at a later date there may be a slight colouration difference. We suggest you make the decision now and order all the grass/composite from the same batch. Composite Wood Shop cannot be liable for any differences in colour for the same product if ordered at different times.
The colour of goods may vary slightly from that shown on the website due to limitations of browser software and monitors. Colouration and pile can vary by up to 10% from samples provided to actual products supplied due to batch manufacturing and variation.

19. Artificial Grass 


Due to the molecular structure of the backing material, it can crease when rolled/during transportation, occasionally during colder weather the backing may crack in small areas, however this does not effect the products in any way and is not classed as faulty. Creases should fall out within three months of the installation or supply. (This can take longer in winter months).The grass is not classed as faulty if delivered or installed with creases of cracked backing. Creases in the grass backing will decrease quite noticeably on a daily basis.

Seams/Grass Widths

Seams are occasionally visible due to the molecular structure of the product. This is unfortunately inevitable and can be influenced by a number of factors. Our warranty does not cover seam visibility.

20. Customer Services

If you have any queries, please contact us.