Terms of service
Terms of Service
1. Introduction
OutdoorHavens is a trading name of OutdoorHavens Living UK Limited, a company registered in England & Wales (Company Number 17333657) with its registered office at:
61 Bridge Street, Kington, United Kingdom, HR5 3DJ
These Terms of Service ("Terms") govern all purchases made through our website outdoorhavensliving.com (the "Site"). By placing an order, you ("the Customer") agree to be bound by these Terms.
These Terms, together with any policies referenced on our website (including our Delivery & Returns Policy, Refund Policy and Privacy Policy), form the entire agreement between you and OutdoorHavens Living UK Limited ("we", "us" or "our").
These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the English courts.
2. General
- All products are subject to availability.
- Prices and product descriptions may be updated without prior notice.
- We reserve the right to refuse service at our discretion.
- Displaying a product on our website does not constitute a binding offer.
- We make every effort to ensure products displayed on our website are available to order. However, availability cannot be guaranteed.
3. Product Information
We make every effort to ensure all product descriptions, specifications and images are accurate.
However, slight variations in colour, finish or appearance may occur due to lighting, screen settings or manufacturing updates.
All measurements and specifications are approximate.
Many of our products require full or partial assembly. It is the Customer's responsibility to confirm assembly requirements before purchase where this forms part of their purchasing decision.
Our products are designed for outdoor use in typical UK weather conditions. Customers should follow all care, maintenance and installation guidance supplied with their product.
4. Pricing
All prices displayed on our website include VAT where applicable but exclude delivery charges unless expressly stated otherwise.
Pricing Errors
Whilst every effort is made to ensure pricing is accurate, errors may occasionally occur.
If we discover an error in the price of goods you have ordered, we will notify you as soon as possible and provide the option to:
- Confirm your order at the correct price; or
- Cancel your order and receive a full refund.
If we are unable to contact you, the order will be cancelled automatically and any payment received will be refunded in full.
5. Orders
- Orders are confirmed once payment has been successfully processed.
- We reserve the right to cancel any order due to stock availability, pricing errors or suspected fraudulent activity.
- An order confirmation email will be sent once your order has been successfully placed.
- By placing an order, you confirm you are at least 18 years old and legally able to enter into a binding contract.
6. Payment
Payment can be made using any payment methods displayed during checkout, including:
- Credit & Debit Cards
- PayPal
- Shop Pay
- Any additional payment methods displayed on the checkout page
Payment must be received in full before any goods are dispatched or production begins.
Title & Risk
Ownership of the products transfers to the Customer once payment has been received in full and the goods have been delivered.
Risk passes to the Customer upon delivery.
7. Delivery
Please refer to our Delivery & Returns Policy for complete delivery information.
Standard Orders
- Standard stocked products are typically delivered within 2–5 working days, subject to stock availability.
- Free UK mainland delivery applies unless otherwise stated.
- Larger items may be delivered via specialist courier or pallet delivery.
Custom Collection Orders
Custom Collection pergolas are manufactured specifically to your approved specification.
Production normally takes 15–20 working days following approval of your final specification and CAD drawing.
Where bespoke colour finishes have been selected, please allow an additional 5–7 working days.
Delivery times provided are estimates and may vary depending on production schedules and courier availability.
Delivery Information
- Deliveries are generally made kerbside to the nearest accessible point.
- Pergolas are supplied flat-packed unless otherwise agreed.
- Customers should ensure suitable access for large deliveries.
- Couriers may contact customers directly to arrange a suitable delivery date.
- Delivery estimates may vary due to weather, courier delays or circumstances outside our control.
Customer Responsibilities
Customers are responsible for providing complete and accurate delivery information.
We cannot accept responsibility for delivery issues arising from incorrect delivery details supplied during checkout.
For larger products, customers may be required to assist with unloading or have additional assistance available.
8. Cancellations
Before Dispatch
Standard stocked products may be cancelled before dispatch at no cost.
Custom Collection Orders
Once production has commenced on a bespoke or made-to-order pergola, cancellation may not be possible due to the personalised nature of the product.
After Dispatch
Orders cancelled after dispatch will be treated as returns in accordance with our Refund Policy.
If you need to cancel an order, please contact us immediately:
support@outdoorhavensliving.com
9. Returns & Refunds
Please refer to our Refund Policy for full details.
Summary:
- Returns are accepted within 30 days of delivery.
- Items must be returned in their original condition and packaging.
- Please contact us before returning any item so we can provide the appropriate return instructions.
- Refunds are normally processed within 5–7 working days following inspection of returned goods.
For damaged or faulty items, please refer to our Delivery & Returns Policy.
10. Warranty
Our products include warranty protection against manufacturing defects.
Warranty periods vary depending on the specific product purchased.
Please refer to the individual product page or our Warranty Policy for full details.
11. Liability
OutdoorHavens shall not be responsible for damage resulting from:
- Incorrect installation
- Misuse
- Failure to follow supplied instructions
- Modification of products
We shall not be liable for indirect or consequential losses including:
- Missed installation appointments
- Loss of earnings
- Loss of enjoyment
- Wasted time
Nothing within these Terms excludes liability for:
- Death or personal injury caused by negligence
- Fraud or fraudulent misrepresentation
- Any liability that cannot legally be excluded under English law
12. Consumer Rights
Nothing within these Terms affects your statutory rights under UK consumer legislation, including the Consumer Rights Act 2015.
For independent advice please contact Citizens Advice or your local Trading Standards Office.
13. Data Protection
Customer information is handled in accordance with UK GDPR and the Data Protection Act.
Payment information is processed securely and is never sold or used for unsolicited marketing.
Please see our Privacy Policy for full details.
14. Changes to these Terms
We reserve the right to amend these Terms at any time.
Any changes will be published on this page together with an updated revision date.
Continued use of our website constitutes acceptance of any revised Terms.
15. Contact Information
If you have any questions regarding these Terms of Service, please contact us.
Customer Support
Email: support@outdoorhavensliving.com
Telephone: +44 7464 884112
WhatsApp Support: Available during business hours
Business Hours:
Monday–Friday
9:00am–5:00pm (UK Time)
Typical Response Time:
Within 24 hours (Monday–Friday)
Company Information
OutdoorHavens
A trading name of OutdoorHavens Living UK Limited
Company Number: 17333657
Registered in: England & Wales
Registered Office:
61 Bridge Street
Kington
United Kingdom
HR5 3DJ
Last Updated: July 2026
© 2026 OutdoorHavens Living UK Limited. All rights reserved.