Returns, Refunds & Cancellations Policy

Premier Timber Gates Ltd

Last updated: 23 October 2026

At Premier Timber Gates Ltd, we take pride in manufacturing and supplying quality timber gates and related products. If there is a problem with your order, we want to resolve it fairly and efficiently.

This policy explains our approach to returns, refunds, cancellations, damaged goods and manufacturing faults.

1. Contact us about a return

All return requests must be submitted in writing before goods are sent back.

Please contact us with the following information:

Your name and order number.
The product you purchased.
The reason for your return or complaint.
Photographs of any damage, defect or discrepancy, where applicable.

Email: info@premiertimbergatesltd.co.uk

Postal address:

Premier Timber Gates Limited
Unit 13 Station Yard
Bawtry
Doncaster
DN10 6QD

Please do not arrange a return until you have contacted us and received instructions.

2. Bespoke and made-to-measure products

The majority of our timber gates are manufactured to order using the measurements, specifications and options supplied by the customer.

Because bespoke products are made to the customer's individual requirements, they are generally exempt from the standard 14-day change-of-mind cancellation right for online purchases.

Once manufacturing has commenced, we cannot normally accept cancellation requests for bespoke orders or provide refunds simply because the customer has changed their mind, no longer requires the product or has ordered an unsuitable size.

This does not affect your statutory rights where goods are faulty, incorrectly supplied or otherwise fail to meet the requirements of applicable consumer law.

3. Standard-size products

For standard-size, non-bespoke products purchased online, you may have a statutory right to cancel within 14 days of receiving your goods, followed by a further 14 days to return them.

This right is subject to the applicable legal conditions and exceptions.

Where a change-of-mind return is permitted, goods should be unused, uninstalled, undamaged and returned in a condition that allows their nature, characteristics and functioning to be checked.

You may be responsible for the direct cost of returning the goods where the law permits and we have provided the required information about those costs.

Please contact us before arranging your return.

4. Incorrect measurements or unsuitable products

Orders are manufactured using the measurements and specifications provided by the customer at the time of ordering.

Customers are responsible for checking their measurements, gate openings, hinge requirements, hanging direction and product specifications before placing an order.

We recommend having the installation site professionally surveyed before ordering.

We cannot normally accept returns or issue refunds where a product has been manufactured correctly to the measurements and specifications supplied but is unsuitable because the customer provided incorrect measurements or selected the wrong options.

Our published manufacturing tolerance is generally 0–5 mm, subject to the product specifications and applicable tolerances stated in our Terms & Conditions.

This section does not exclude your legal rights if we have supplied goods that do not conform to the contract.

5. Faulty, defective or incorrectly supplied goods

We stand behind the quality of our workmanship.

If your order arrives faulty, damaged, incomplete or different from the agreed specifications, please contact us as soon as reasonably possible.

We may ask you to provide clear photographs, measurements, order details or other reasonable information to help us investigate the issue.

Following assessment, we will explain the appropriate next steps. Depending on the circumstances and your statutory rights, this may include a repair, replacement or refund.

Where we are responsible for a fault or incorrect supply, we will meet the reasonable costs that the law requires us to cover.

Please do not install, alter or attempt to repair a product that you believe is defective before discussing the issue with us, unless necessary to prevent further damage or for safety reasons.

Reporting a problem promptly helps us investigate it. However, a failure to report damage immediately does not automatically remove any statutory rights you may have.

6. Damage during delivery

Please inspect your order when it arrives and check that the goods are present and appear undamaged.

If you notice visible damage or missing items, please record the issue on the delivery paperwork where possible and take photographs before installation.

We will investigate the issue and discuss the appropriate resolution.

Please do not dispose of damaged goods or arrange costly return transport without contacting us first, unless immediate action is necessary for safety reasons.

Your statutory rights are not removed simply because delivery paperwork was signed without a damage note.

7. Natural characteristics of timber

Timber is a natural material, and variations in colour, grain, knots and appearance are to be expected.

Depending on the timber and environmental conditions, natural movement, expansion, contraction, shrinkage and changes in moisture content may occur.

Minor variations and natural characteristics do not necessarily indicate a manufacturing fault.

Our workmanship guarantee does not cover natural timber movement, twisting, shrinkage, splitting, bowing or distortion where these arise from the natural properties of the material rather than defective workmanship or a failure to meet the contract.

However, each complaint will be considered on its circumstances. Nothing in this section excludes statutory rights where a product does not meet the applicable legal requirements.

8. Returns following installation or treatment

Please inspect your gates and confirm that they are suitable before arranging installation, automation or treatment.

Products that have been installed, altered, cut, drilled, treated or otherwise modified may be more difficult to assess or resell, and these actions may affect a voluntary change-of-mind return.

We may refuse a discretionary return where goods are no longer in a resalable condition.

Where goods are faulty or do not conform to the contract, any assessment or remedy will take account of your statutory rights. Installation or treatment does not automatically remove those rights.

Our products are supplied untreated unless the product description states otherwise. Customers are responsible for applying and maintaining suitable protective treatment in accordance with our care instructions. Failure to maintain the timber may affect cover for damage caused by inadequate treatment or maintenance.

9. Return costs and responsibility

For approved change-of-mind returns, the customer will normally be responsible for arranging and paying the return delivery costs where permitted by law.

If goods are faulty, damaged or incorrectly supplied, Premier Timber Gates Ltd will arrange or cover return costs where required by law or where we agree to do so.

Due to the size and weight of timber gates, please contact us before arranging transport so that suitable arrangements can be discussed.

If you return goods using your own courier, use an appropriate service and retain proof of collection and delivery. We recommend suitable insurance for the value of the goods.

10. Refunds and processing times

All returned goods will be assessed where an inspection is appropriate.

We will confirm the outcome of your return request and explain any remedy available.

Where a refund is due, it will normally be made using the original payment method unless another method is agreed and permitted by law.

Refunds will be processed within the applicable legal timeframe. For statutory online cancellation rights, the refund deadline is generally 14 days from the relevant point specified by law, which may depend on when returned goods are received or evidence of return is provided.

For other agreed refunds, we will confirm the expected processing arrangements.

Your bank or payment provider may take additional time to display the funds in your account.

11. Order cancellations

If you wish to cancel an order, contact us in writing as soon as possible.

Bespoke manufacturing may begin shortly after an order is received. Once manufacturing has commenced, cancellation of a bespoke order will generally not be available under the standard change-of-mind cancellation rules.

For standard-size products, any cancellation or restocking charge will depend on the circumstances, the agreed terms and applicable law. Any charge must be lawful and applicable to the particular order.

Nothing in this section removes a cancellation right that you are legally entitled to exercise.

12. Our workmanship guarantee

Our Terms & Conditions provide a 12-month guarantee against faulty workmanship, subject to the applicable terms.

The guarantee does not cover natural timber characteristics, unsuitable treatment or maintenance, or damage resulting from poor installation or incorrect automation where these are not caused by our breach of contract.

The guarantee operates alongside your statutory rights and does not replace or limit them.

13. Statutory rights

Nothing in this policy is intended to exclude, restrict or limit any rights you have under applicable consumer protection law.

If a product is faulty, not as described or otherwise fails to meet the legal requirements, you may have rights to a refund, repair, replacement or another appropriate remedy, depending on the circumstances.

14. Contact details

For all returns, refunds, cancellations and product complaints, please contact:

Premier Timber Gates Limited

Email: info@premiertimbergatesltd.co.uk

Telephone: 01302 271969

Postal address:
Unit 13 Station Yard
Bawtry
Doncaster
DN10 6QD

Our full Terms & Conditions are available at:

https://www.premiertimbergatesltd.co.uk/terms-conditions