Terms & Conditions

Last updated: 21 August 2026

These terms explain how orders, delivery, product care, guarantees and returns work. They are intended to keep everything clear and fair for both you and us. If you have any questions before or after ordering, please contact us—we’re always happy to explain anything.

1. About us

Detailed Outdoor Living supplies outdoor furniture and related products through www.detailed-outdoor-living.co.uk, by telephone and through other agreed sales channels. These terms do not affect your statutory consumer rights.

2. Our products and natural timber

We take care to describe and photograph products accurately. Colours can vary slightly between screens, and every piece of wood is naturally different. Measurements are approximate unless we expressly confirm otherwise.

Timber responds to changes in moisture and temperature. Knots, grain variation, gradual colour change, small surface checks, fine cracks, shrinkage and expansion are normal characteristics and do not usually affect strength or use. If you are unsure whether something is natural movement or a defect, send us photographs and we’ll be happy to advise.

3. Placing an order

Submitting an order is an offer to buy. The contract is formed when we send confirmation accepting it. Please check the product, size, options, delivery address and contact details carefully. If we spot an obvious mistake, availability issue or delivery difficulty, we will contact you and try to find a solution before cancelling. If an order must be cancelled after payment, the amount paid will be refunded.

4. Prices and payment

Prices are in pounds sterling and include VAT where applicable. Any delivery or assembly charge will be shown or agreed before ordering. Payment must be made using an accepted payment method.

5. Made-to-order and personalised products

Many products are manufactured after an order is placed. This alone does not remove a consumer’s cancellation rights. The 14-day change-of-mind right does not apply where a product is genuinely made to your individual specification or clearly personalised—for example, non-standard dimensions, engraving or a specially requested alteration.

Your rights remain in place if a bespoke or personalised product is defective, misdescribed or incorrectly supplied.

6. Delivery times

Lead times and delivery dates are estimates unless we expressly agree a fixed date. Made-to-order products may have an agreed delivery period longer than 30 days. We will keep you informed if there is a significant delay and work with you on the available options. Your statutory rights concerning late or failed delivery remain unaffected.

7. Delivery, access and assembly

Please give us accurate access information and ensure there is a safe, suitable route for the delivery vehicle, product and team. Tell us in advance about narrow roads, restricted access, steps, steep slopes, soft ground, low branches, parking restrictions, gates or other obstacles.

You are responsible for providing a suitable firm, level position. Unless specifically agreed, ground preparation, foundations, anchoring and removal of existing items are not included. If delivery cannot be completed because important access information was not provided, the site is unsafe or nobody is available at the agreed time, reasonable redelivery, waiting or aborted-delivery costs may apply. We will always discuss this with you.

For consumer orders, risk normally passes when you or someone identified by you takes physical possession of the goods.

8. Checking your delivery

Please inspect the goods as soon as reasonably possible. If anything is missing, incorrect or visibly damaged, tell the delivery team where practical and contact us promptly. Photographs help us investigate and resolve issues quickly, although a delay in reporting does not remove statutory rights.

9. Looking after your furniture

Please use, position and care for products in line with the supplied instructions and our Treatment and Maintenance Advice. Good positioning, sensible use and the correct treatment help prevent avoidable damage.

We cannot provide guarantee cover, free repairs or free replacement for damage caused by misuse, neglect, accident, unsuitable ground, customer alteration, unauthorised repair, failure to follow care instructions, pressure washing, unsuitable chemicals or coatings, ordinary wear, or severe weather such as storms, flooding, extreme wind, heavy snow, falling branches or flying debris.

We understand that the cause is not always obvious. Please contact us and we’ll assess it fairly. These exclusions do not apply where a defect was present when supplied, where our work caused the issue or where responsibility cannot legally be excluded.

10. Commercial rot guarantees

Our rot guarantees give additional protection alongside your statutory rights. They cover qualifying rot or fungal decay under the relevant guarantee conditions; they do not mean timber will remain visually unchanged or free from normal weathering and natural movement.

Heritage Tanalised

Eligible Heritage Tanalised products may include a 20-year rot-free guarantee. The pressure treatment does not require annual preservative treatment to retain its rot protection, although normal cleaning and suitable positioning are still important.

Classic Redwood

Eligible Classic Redwood products may include a 10-year rot-free guarantee. To keep this commercial guarantee valid, customers must apply our recommended furniture treatment oil at least once every 12 months from delivery and follow the guidance printed on the bottle or tin. Earlier treatment may be helpful if exposure or the timber’s condition indicates it is needed.

We recommend keeping dated proof of purchasing the oil and, where practical, taking photographs when it is applied. If a guarantee claim is made, we may ask for reasonable evidence that annual treatment has been completed. The guarantee may not cover rot or damage caused or materially contributed to by missed or incorrect treatment.

This condition relates only to the additional Classic Redwood commercial guarantee. It does not reduce statutory rights concerning a fault or non-conformity that existed when the product was supplied.

11. Returns and refunds

Our Returns Policy explains the process in plain language, including faulty products, the 30-day short-term right to reject, repair and replacement options, change-of-mind cancellations and damage caused after delivery. Please contact us first—we will help you understand the available options and arrange the right next step.

12. Responsibility and liability

Nothing in these terms excludes responsibility where doing so would be unlawful, including statutory consumer rights, fraud, or death or personal injury caused by negligence. We are not responsible for losses that were not reasonably foreseeable when the contract was made. Products sold to consumers are intended for domestic and private use, so we are not responsible for business losses such as lost profit or revenue.

13. Circumstances outside our control

Occasionally, severe weather, flooding, road closures, supplier disruption, fire, industrial action or other events beyond our reasonable control can delay an order. If this happens, we will contact you, keep you updated and take reasonable steps to minimise disruption. Your statutory rights remain unaffected.

14. Questions or complaints

If you are concerned about anything, please give us the opportunity to help. Contact Office@detailed-outdoor-living.co.uk or 01492 244121 with your order number and any helpful photographs. We will listen, review the facts fairly and work toward an appropriate resolution.

15. Governing law

These terms are governed by the law of England and Wales. Consumers elsewhere in the UK retain any mandatory protections that apply where they live.

16. Updates

The terms applying to an order are those in force when the contract is formed. We may update these website terms for future orders where legal, operational or product information changes.