Terms & Conditions

These Terms and Conditions (“Terms”) apply to all bespoke joinery goods and services provided by Coach House Joinery Ltd (“we”, “us”, “our”) to you as a consumer (“you”, “the client”). 

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Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015. 

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1. Bespoke Nature of Goods 

1.1 All joinery supplied by Coach House Joinery Ltd is bespoke and made to order, manufactured to your specific measurements, design choices, and agreed specification. 
1.2 Due to the bespoke nature of the goods, they are non-returnable and non-resalable once manufacture has begun, except where the goods are faulty or do not conform to the contract. 

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2. Quotations and Contract Formation 

2.1 Quotations are valid for 30 days unless stated otherwise. 
2.2 A contract is formed once: 

• The quotation is accepted in writing, and 

• The deposit payment is received. 

2.3 All descriptions, drawings, specifications, and agreed finishes form part of the contract. 

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3. Price and Payment Terms 

3.1 The agreed payment structure is: 

• 25% deposit payable to secure the build slot and commence design and procurement 

• 25% payment payable prior to delivery and installation 

• Final 50% payment payable on completion of the works 

3.2 Manufacture will not commence until the deposit has been received. 
3.3 Delivery and installation will not take place until the second 25% payment has been received. 
3.4 The final balance is due immediately upon completion unless otherwise agreed in writing. 
3.5 We reserve the right to charge reasonable interest on overdue payments in line with applicable law. 

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4. Consumer Rights – Goods 

4.1 Under the Consumer Rights Act 2015, bespoke goods supplied must be: 

• Of satisfactory quality 

• Fit for purpose 

• As described 

4.2 Where goods do not conform to the contract, you are entitled to a repair or replacement, or where appropriate, a price reduction or refund in accordance with the Act. 

 

5. Consumer Rights – Services 

5.1 All installation and related services will be carried out: 

• With reasonable care and skill 

• Within a reasonable time, where no specific timeframe is agreed 

5.2 If services are not carried out with reasonable care and skill, you are entitled to require repeat performance or a price reduction. 

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6. Measurements, Site Conditions, and Client Responsibilities 

6.1 Where Coach House Joinery Ltd undertakes site measurements, reasonable care will be taken to ensure accuracy. 
6.2 Where measurements, drawings, or specifications are provided by the client or third parties, we are not responsible for inaccuracies arising from that information. 
6.3 The client must ensure: 

• Safe and unrestricted access to the site 

• The site is ready for installation on the agreed date 

• All preparatory works, structural works, plastering, flooring, and services are complete 

6.4 Additional costs may apply where installation is delayed or hindered due to site conditions outside our control. 

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7. Natural Materials and Tolerances 

7.1 Timber is a natural material and variations in grain, colour, texture, and character are inherent features of bespoke joinery. 
7.2 Minor movement, shrinkage, expansion, or colour change caused by temperature or humidity does not constitute a fault under the Consumer Rights Act. 

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8. Warranty 

8.1 Coach House Joinery Ltd provides a 2-year manufacturing warranty from the date of completion. 
8.2 This warranty covers defects in materials and workmanship under normal domestic use. 
8.3 The warranty does not cover: 

• Normal wear and tear 

• Natural timber movement, ageing, or colour change 

• Damage caused by misuse, neglect, lack of maintenance, or alterations 

• Environmental damage (including moisture, heat, or building movement) 

• Fair wear to finishes, hinges, runners, seals, or moving parts 

8.4 This warranty is in addition to, and does not replace, your statutory rights. 

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9. Cancellation Policy 

9.1 You may cancel your order in writing before manufacture of the bespoke joinery has commenced. 
9.2 Where cancellation occurs before manufacture begins, we reserve the right to retain part or all of the deposit to cover: 

• Design and planning work completed 

• Materials ordered or allocated 

• Reasonable administrative and scheduling costs 

Any remaining balance will be refunded within 14 days. 

9.3 Once manufacture of bespoke joinery has commenced, cancellation rights are limited due to the custom nature of the goods. In such cases, the deposit is non-refundable and you may be liable for costs incurred up to the date of cancellation. 

9.4 Nothing in this policy affects your statutory rights where goods are faulty or services have not been provided with reasonable care and skill. 

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10. Complaints Procedure 

10.1 We are committed to providing high-quality bespoke joinery and professional service. If you are dissatisfied, please notify us as soon as reasonably possible. 

10.2 Making a Complaint 

Complaints should be submitted in writing using the contact details in Section 16 and include: 

• Your name and address 

• Order or invoice reference 

• A clear description of the issue 

• Photographs where relevant 

10.3 Acknowledgement 

We will acknowledge receipt of your complaint within 5 working days. 

10.4 Investigation and Resolution 

10.4.1 We will investigate the complaint and may arrange a site visit or request further information. 
10.4.2 We aim to provide a written response within 14 working days, outlining our findings and any proposed resolution. 

10.5 Faulty Goods or Services 

Where a fault is confirmed and falls within statutory rights or our warranty, we will repair or replace the affected item or offer a suitable price reduction where repair or replacement is not possible. 

10.6 Escalation and ADR 

If you are not satisfied with our response, you should notify us in writing within 14 days. 
If the matter cannot be resolved, you may refer the dispute to an Alternative Dispute Resolution (ADR) provider. Details can be provided upon request. 

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11. Ownership of Goods 

11.1 All goods remain the property of Coach House Joinery until paid for in full. 
11.2 This does not affect your statutory rights where goods are faulty. 

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12. Limitation of Liability 

12.1 We do not exclude or limit liability for: 

• Death or personal injury caused by negligence 

• Fraud or fraudulent misrepresentation 

12.2 Subject to the above, our liability is limited to the total contract value. 
12.3 We are not liable for indirect or consequential losses. 

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13. Force Majeure 

13.1 We are not liable for delays or failure to perform due to events beyond our reasonable control, including supplier delays, extreme weather, or illness. 

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14. Governing Law 

14.1 These Terms are governed by the laws of England and Wales. 

15. Entire Agreement 

15.1 These Terms and the accepted quotation form the entire agreement between the parties and supersede all prior discussions or representations. 

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16. Contact Details 

All notices, cancellations, and complaints should be directed to: 

Coach House Joinery Ltd 
Address: New Shardelowes Farm, Balsham Road, Cambridge, CB21 5DA 
Email: sales@coachhousejoinery.com 
Telephone: 01223 882333 

 

[Last updated 21/01/2026]