Terms & Conditions

'The Company';

Fencestore (A trading division of Shedstore LLP) of Unit 1, Southview Park, Caversham, Reading, Berkshire. RG4 5AF.
Tel: 0844 8500 710 Fax: 0844 8500 720 Email: mail@fencestore.co.uk

'The Customer';

The person, company or organization purchasing goods or services from 'The Company', as shall be entered within the 'customer' section of all Company sales order/ecommerce/invoice documentation.

'The Company' whilst retailing over 1500 products across two web sites, primarily operates as a national garden building and fencing retailer. Originally formed in 1997 under the name of Guardian Buildings, 'The Company' is now firmly established as a leading volume retailer within the UK garden sector. Through the steadfast maintenance of traditional values, extensive product range, customer support, honesty, value for money and debt-free trading, 'The Company' has attained an enviable reputation with customers and manufacturers alike. To support the fact that 'The Company' seeks to operate in the interest of its customers also, we are compliant and members of the Shopsafe, Safebuy and Safe Shopper schemes, whilst also being one of only two thousand or so UK companies that were vetted and approved upon the original Which? Webtrader Scheme (sadly now closed). Our extensive product range (both garden buildings and fencing) is sourced from far and wide, including Europe, the Middle East and North America, albeit we primarily always strive to 'Buy British'. It's fair to say that with the love the British have for their 'shed' and their fencing to secure their 'plot', we find that most of our products are manufactured here in the UK. All products are new (no seconds or ex-display here), offered in a wide range of quality, style and finish to suit most budgets and tastes.

These terms and conditions (last updated March 2009) shall apply to the sale and supply of garden fencing products by 'The Company', to the entity hereby referred to as 'The Customer'. 'The Company' means of good practice and retail compliance is primarily regulated by 'The Consumer Protection (Distance Selling) Regulations 2000', in addition to the 'Sale of Goods Act 1979' and other statutory instruments. This document contains references to the said regulations and has been supported with background information gained from the web sites of related parties, being; OFT (Office of Fair Trading), DTI (Department of Trade & Industry) and Trading Standards Central. Any order placed by 'The Customer' whether in person, by telephone, by mail or online (ecommerce) shall form a legally binding contract of sale, thus whilst the below terms are extensive they are given to define and protect the due rights of both 'The Customer' and 'The Company'.

1.1 Legal ownership of any goods supplied shall remain vested to 'The Company', until such time that full payment of order/invoice monies has been received from 'The Customer'.

1.2 Should the 'The Customer' obtain goods prior to full payment, 'The Customer' accepts that 'The Company' retains the right to demand and receive immediate settlement of all outstanding monies prior to transfer of ownership, or the 'The Customer' grants 'The Company' unrestricted access to reclaim the goods, at which point the order cancellation process 7 shall be instigated. The saleable condition of the goods prior to any reclaim is sole the responsibility of 'The Customer'.

2.1 All pricing as shown upon 'The Company' literature and this web site are shown in (£) Pounds Sterling.

2.2 All pricing as shown upon 'The Company' literature and this web site are shown inclusive of the current prevailing rate of Value Added Tax (VAT). 'The Company' VAT number is 724 4481 38.

2.3 All pricing as shown upon any branded literature provided, i.e; manufacturer brochures, is provided for information only and does not form part of a sale. 'The Company' web site pricing shall prevail and apply at point of sale.

2.4 All goods as priced, except those defined in 2.5, shall be supplied free of delivery charge when delivered to addresses in mainland locations throughout England, Wales and Scotland.

2.5 Our 'free delivery' pricing does not apply to any off-shore locations or accessory items; which must be ordered with a fencing or gate pack to qualify for a free delivery.

2.6 For enquiries or unapproved orders where 2.5 applies, 'The Company' may notify 'The Customer' of; (a) whether their location is serviceable, and (b) any extra delivery or service charges.

2.7 Should 'The Customer' accept our revised service and pricing offered under 2.6 the order shall be revised and proceed. If declined, 'The Company' will cancel 'The Customers' order and refund all order monies received.

2.8 'The Company' pricing is reviewed upon a calendar monthly basis, but revisions will be applied at any time for; (a: increases) material and manufacturer price rises, or (b: reductions) offers or promotions as defined.

2.9 'The Company' reserve the right to offer 'The Customer' reduced pricing should they; (a) use a voucher code, (b) offer volume incentive, or (c) offer other incentive where discretion can be applied.

3.1 'The Company' standard payment terms are full payment with order.

3.2 Payments are only accepted in (£) Pounds Sterling.

3.3 Payments are only accepted by the following means; cheque (made payable to Fencestore), BACS (electronic banking), Visa, MasterCard, Maestro, Visa Delta and Electron.

3.4 Upon cheque-based orders, goods shall not be released until such a cheque passes clearance and the funds credit 'The Company' bank account.

3.5 'The Company' actively strive to prevent credit/debit card fraud. All card-based orders without exception are subjected to cardholder name, address and other security checks as deemed essential.

3.6 'The Company' retain the right to undertake any third party search as necessary, such as via 'The Company' card processing organisation, to satisfy that 'The Customer' card details are valid.

3.7 It is the responsibility of 'The Customer' to always provide their registered cardholder address when requested. Any processing delays caused by incorrect data provision will not be at the fault of 'The Company'.

3.8 'The Company' reserves the right to alter the standard payment terms of any customer if deemed appropriate, or where special terms form part of a package deal or offer.

4.1 'The Company' shall aim to fulfil all orders at the earliest opportunity subject to 4.3, using the distribution infrastructure provided by the product manufacturer or our logistics partners.

4.2 'The Company' delivery periods as published are given in good faith and are anticipated, based upon manufacturer guidance. Delivery can occur sooner or later than the anticipated timescales.

4.3 The delivery period will commence from point of cleared payment, thus (a) next working day upon card-based orders, and (b) clearance of funds upon cheque-based orders.

4.4 Delivery periods are provided in working days (i.e; 10 working days = 2 weeks), to account for the incidence of public holidays and that manufacturers transport operates weekdays only.

4.5 Deliveries are made weekdays only, typically during the hours of 8.00am to 6.00pm, however this can vary. 'The Company' is not able to offer timed deliveries.

4.6 The party delivering on behalf of 'The Company' shall be instructed to contact 'The Customer' to advise a delivery date near the term of their order. Notice may vary between 1 and 5 working days.

4.7 Product delivery (supply only) shall be to kerbside or driveway only. It is at the discretion of the carrier or delivery driver, should they decide to transit the goods to an alternative point upon the property of 'The Customer'.

4.8 As 'The Company' is not the manufacturer of the products offered, it cannot be held responsible for delay in delivery caused by; (a) the manufacturing process, or (b) third party such as a contracted carrier.

4.9 Should the delivery period extend beyond (whichever is longer) that published, subsequently notified or 30 days after the date of order (as section 19 of the Distance Selling Regulations) 'The Customer' can cancel their order without penalty.

4.10 It is the responsibility of the 'The Customer' to provide free and unobstructed access for product delivery and subsequent usage. Any failed, abortive or return delivery charges shall be recovered from 'The Customer' at cost.

4.11 'The Company' products are mainly large and sectional. As 4.10, it is the responsibility of 'The Customer' to notify any access concerns to 'The Company' at point of order.

4.12 In the interests of Health & Safety for 'The Company' employees, manufacturers or contractors, on delivery our bulky products shall not be; (a) lifted over walls, fences etc, and (b) transited to other floors other than highway level.

4.13 All delivered goods have to be signed for (POD) by the 'The Customer' or their appointed representative, at which point responsibility and risk of the goods (not title if unpaid) shall pass to 'The Customer'.

4.14 If 'The Customer' cannot be in attendance on delivery, prior written authority and acceptance of responsibility to leave the unattended product must to sent to customercare@fencestore.co.uk.

4.15 'The Company' will not bear any abortive costs arising from 'The Customer' due to a failed delivery, as the delivery process is operated beyond the direct control of 'The Company'.

5.1 All products are sold and supplied for self-assembly only by 'The Customer'.

5.2 Once self-installation has been commenced any product return will be rejected, as 'The Company' would no longer be able to offer such goods for re-saleable as new.

5.3 'The Customer' should not arrange or commence any erection service privately until they have received their products and have fully checked that their products are both complete and sound.

5.4 'The Company' will not bear any abortive costs arising from 'The Customer' or their privately employed labour, due to the failure of 'The Customer' to check the product as defined in 5.3, or while awaiting receipt of any missing or replacement parts.

6.1 'The Customer' shall inspect the goods and notify 'The Company' within seven days after the day of receipt of any shortages or damage to the said goods.

6.2 Shortage or damage should be reported with detail, either in writing to 'The Company' address, by email to customercare@fencestore.co.uk or by fax to 0844 8500 720. Telephone claims will not be accepted.

6.3 Upon approved claims within the period defined in 6.1, the manufacturer will forward the replacement parts usually within 10 working days, subject to stock level.

6.4 Guarantee claims made by 'The Customer' after the period as defined in 6.1, shall only be considered at the discretion of the manufacturer and not 'The Company'.

6.5 All statements made relating to guarantee periods will be honoured by the relative product manufacturer. 'The Company' shall assist with any guarantee claim but shall not bear responsibility.

6.6 We reserve the right to decline any replacement request should damage or miss-use of the product have occurred upon 'The Customer' property or during self-assembly.

6.7 'The Company' will not be liable for any costs incurred by 'The Customer', should they fail to inspect and satisfy themselves that the product is sound and complete prior to self-assembly, see also 5.3 and 5.4.

7.1 All goods are newly manufactured for sale, as described upon 'The Company' web site. We do not retail seconds or ex-display products, thus a return should be considered unlikely.

7.2 A return or cancellation of supply only goods can be instructed up to 7 working days after the date of delivery, as defined by section 11, part 2 of the Distance Selling Regulations.

7.3 A return or cancellation request should be made in a durable means as defined by part 10 of the Distance Selling Regulations being; either in writing to 'The Company' address, by email to cancellations@fencestore.co.uk or by fax to 0844 8500 720.

7.4 It is the responsibility of 'The Customer' to meet all product return costs, either by their own arrangement or at the direct cost levied to 'The Company'. Stated, to comply with section 8, part 2aii of the Distance Selling Regulations

7.5 It is the responsibility of 'The Customer' to retain possession and take reasonable care of the goods, until the goods have been returned to the possession of; 'The Company', the manufacturer or a carrier appointed by either.

7.6 All return costs sought by 'The Company' shall be deducted from the order monies held, thus any refund to 'The Customer' shall be passed less this return charge.

7.7 Return costs are not fixed and are based upon variables such as product and location.

7.8 Where 'The Customer' instructs 'The Company' to undertake a collection and return, 'The Company' shall notify 'The Customer' of the return charge in writing (by email) prior to undertaking the process.

7.9 'The Company' will not profit from any return charges received from 'The Customer'. A return charge will always equate to the cost 'The Company' expended.

7.10 Reimbursement (refund) of cancelled order monies held, less the return delivery charge defined in 7.6 to 7.9, shall be made in a period not exceeding 30 days, as Section 14, part 3 of the Distance Selling Regulations.

7.11 Statute states that a product should be returned in its original condition, thus fit for re-sale as new. We shall therefore reject the return of any product where assembly has been commenced, thus rendering the product as 'used'.

8.1 All goods are newly constructed for sale, as described upon 'The Company' web site. We do not retail seconds or ex-display products, thus rejected goods are an extremely rare event.

8.2 Should 'The Customer' wish to reject their goods through fault or damage, this must be undertaken within 7 working days after the date of delivery (except 8.4), as defined by section 11, part 2 of the Distance Selling Regulations.

8.3 'The Customer' should notify 'The Company' of their rejection of the goods by durable means as defined by part 10 of the Distance Selling Regulations; either in writing to 'The Company' address, by email to cancellations@fencestore.co.uk or by fax to 0844 8500 720.

8.4 It is the responsibility of 'The Customer' to retain possession and take reasonable care of the goods, until the goods have been returned to the possession of; 'The Company', the manufacturer or a carrier appointed by either.

8.5 For justified rejection, 'The Company' shall be bear all return costs, being the limit of liability for a rejection.

8.6 If on return the product is found to be sound, complete and as described for sale, the return charge process 7.6 to 7.9 will apply and be deducted from the order monies held.

8.7 If on return the product is found to be have been abused or damaged whilst on site, or having been erected, 'The Company' shall retain the right to deduct from the order monies held any losses levied by the manufacturer.

8.8 'The Company' will not profit from any return charges received from 'The Customer'. A return charge will always equate to the cost 'The Company' expended.

8.11 Reimbursement (refund) of rejected order monies, less charges defined in 8.5 to 8.8 if due, shall be made in a period not exceeding 30 days as Section 14, part 3 of the Distance Selling Regulations.

8.12 (As 7.13) Statute states that a product should be returned in its original condition, thus fit for re-sale as new. We shall therefore reject the return of any product where assembly has been commenced, thus rendering the product as 'used'.

9.1 In the event of any complaint or grievance, 'The Customer' should initially make contact by telephone on 0844 8500 710, followed by a formal email complaint to customercare@fencestore.co.uk or letter to 'The Company' address.

9.2 For efficient handling, 'The Customer' should state upon all correspondence; (a) their name, (b) their address, (c) their sales invoice number, (d) the product(s), and (e) a description of their complaint.

9.3 We shall endeavor to promptly resolve any complaint and/or respond with our stance. Should a response not be received within 5 working days, please send a "Second Request" for the attention of The Manager.

9.4 It is the intention of 'The Company' to resolve any dispute fairly, amicably and to the satisfaction of all parties concerned at the earliest opportunity.

10.1 We are committed to the protect and respect customer privacy.

10.2 We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

10.3 Any personal details given by 'The Customer' shall not be passed or made available to any other company, organization or third party with the exception of 10.4.

10.4 To enable us to efficiently fulfil your custom, 'The Customer' contact name, telephone number and address shall be passed to our manufacturers to enable direct delivery and communication.

10.5 'The Company' shall only use 'The Customer' telephone and email contact details when deemed appropriate and necessary to discuss and fulfil their order.

10.6 'The Company' will not pass to any third party the details of the subscribers of 'The Company' email newsletter.

10.7 Subscribers of 'The Company' email newsletter retain the right to be removed from our database at any time by selecting the 'unsubscribe' function at the base of any newsletter received.

10.8 'The Company' will not contact any previous customer post-sale for marketing purposes.

11.1 For customer security of sensitive information, 'The Company' web site operates a secure e-commerce automated payment process, approved by all UK banks.

11.2 'The Company' secure encrypted environment is held upon a Thawte certified secure server, operated by Secure Hosting Ltd (a UK company).

11.3 'The Company' server facility operates to a 128bit level of encryption, the strongest commercial level of secure encryption currently available.

11.4 All personal data entered via this web site by 'The Customer' will always be stored or transferred using the same 128bit level of encryption.

12.1 All reviews placed via email or our web site shall remain anonymous. No personal contact details shall be shown.

12.2 As reviews are anonymous we're unable to reply, thus no order specific content should be submitted.

12.3 For all orders we shall issue 'The Customer' with an email 'review reminder', 50-60 days after transaction.

12.4 We retain the right to correct grammar upon any review, but not the content.

12.5 All reviews submitted are subject to 'Company' vetting. We retain the right to approve, disapprove or display at our discretion.

12.6 For continuous product improvement and monitoring, we reserve the right to forward any review to the product manaufacturer.

12.7 To ensure we receive genuine product feedback, only 'The Customer' has the ability to submit a product review; via the 'review reminder'.

13.1 If 'The Customer' wishes to amend their order post-sale (i.e; after order processing), a nominal £15 'Administration Charge' shall be levied to account for the manual handling of all documentary and payment revisions in line with any post-sale 'Customer' instructions; extra-over to any material or service cost adjustments/revisions.

14.1 These terms and conditions shall be interpreted in accordance with UK Law.