TERMS OF SALE

Last updated: August 2026

These Terms of Sale apply to purchases made from The Natural Wood Company UK Ltd through our website.

Please read these Terms together with our Shipping & Delivery Policy, Returns, Cancellations & Refunds Policy and Privacy Policy.

Nothing in these Terms affects your statutory rights.

1. ABOUT US

This website is operated by The Natural Wood Company UK Ltd.

Throughout these Terms, references to "we", "us" and "our" mean The Natural Wood Company UK Ltd.

Our online store is hosted by Shopify, which provides the ecommerce platform through which our products are offered for sale.

You can contact us at:

Email: info@nwco.co.uk
Telephone: 01233 850295

2. PLACING AN ORDER

When you place an order through our website, you are offering to purchase the products in your order subject to these Terms.

You are responsible for ensuring that the information supplied when placing your order is complete and accurate. This includes your name, delivery address, email address, telephone number and, where applicable, measurements, dimensions, wording and personalisation.

After placing an order, you will normally receive an electronic order confirmation.

We reserve the right to decline or cancel an order where there is a reasonable reason to do so, including where:

• a product is unavailable

• we cannot reasonably manufacture the product requested

• there has been an obvious pricing or product-description error

• we cannot deliver to the address supplied

• payment has not been successfully authorised

• we reasonably suspect fraudulent or unlawful activity

If we cancel an order after payment has been taken and no goods are being supplied, the appropriate payment will be refunded.

3. OUR PRODUCTS

Many of our products are individually handmade from natural timber.

Wood is a natural material. Colour, grain, knots, figuring, texture and other natural characteristics will vary from one piece of timber to another.

Photographs on our website are intended to provide a good representation of our products, but your individual product will not necessarily have identical grain, colouring or natural characteristics to the item shown in a photograph.

These natural variations are part of the material and are not normally considered faults.

We will manufacture products with reasonable care and skill and in accordance with the description and specification applicable to your order.

4. MADE-TO-ORDER PRODUCTS

Many of our products are manufactured only after an order has been received.

A product being described as made to order does not necessarily mean that it is personalised or bespoke.

Where you order a standard product from our normal range without customer-specific measurements, engraving, personalisation or other individual specifications, your normal statutory cancellation rights may still apply.

Different rules apply where a product is made specifically to your measurements, specifications or personalisation.

5. PERSONALISED, BESPOKE & MADE-TO-SPECIFICATION PRODUCTS

Many of our products can be manufactured, engraved or personalised using information supplied or selected by you.

This can include:

• names

• dates

• messages

• house numbers

• other engraving or wording

• measurements

• dimensions

• special sizes

• individual specifications

• other customer-specific requirements

Products made to your individual specification or clearly personalised for you cannot normally be cancelled or returned simply because you change your mind.

This includes products engraved with your own wording and products manufactured to measurements or dimensions supplied by you.

This does not affect your statutory rights if a product is faulty, damaged, not as described or has not been manufactured in accordance with the specification you supplied.

6. CHECKING PERSONALISATION

Please check all spelling, wording, dates, numbers and other personalisation carefully before submitting your order.

We will normally engrave or personalise your product using the information submitted with your order.

If we reproduce the personalisation supplied by you accurately, an error in the wording, spelling, date or other information supplied by you is not a manufacturing fault.

If we make an error when reproducing personalisation that you supplied correctly, we will put this right at no cost to you.

7. CUSTOMER-SUPPLIED MEASUREMENTS

Some of our products, particularly our Slot Doorstops, are individually manufactured using measurements supplied by you.

It is your responsibility to take and supply the correct measurements.

For Slot Doorstops this includes, where applicable, Measurements A, B and C shown on the relevant product page.

We manufacture your product using the measurements submitted with your order.

Please check these measurements carefully before ordering.

8. INCORRECT MEASUREMENTS SUPPLIED BY THE CUSTOMER

Where a product is manufactured correctly to the measurements supplied with your order, but you subsequently discover that one or more of the measurements you supplied were incorrect, this does not constitute a manufacturing fault.

We understand that measurement mistakes can happen and, where reasonably possible, we will try to help.

Where the Existing Product Can Be Altered

In some circumstances, an incorrectly measured product can be altered to the correct specification.

For example, where a Slot Doorstop has been ordered too large and the required correction can be achieved by removing material or otherwise altering the existing product, we may be able to correct it without manufacturing a replacement.

Where this is possible, we offer a Customer Specification Correction Service, currently from £50.

This will normally include:

• arranging collection of the product

• reasonable workshop alteration or correction work

• return delivery to you

The charge applies where the correction can reasonably be carried out by altering the existing product.

If additional materials or substantially more workshop time are required, we will advise you of any additional cost before carrying out the work.

Where the Existing Product Cannot Be Altered

If the measurements supplied with your original order mean that the product is too small, or the required correction cannot reasonably be achieved by altering the existing product, a new product will need to be manufactured.

In these circumstances, the Customer Specification Correction Service does not apply.

As the original product was correctly manufactured to the measurements supplied with the original order, the cost of manufacturing a replacement will be payable by the customer.

The replacement will normally be treated as a new order at the applicable price.

At our discretion, we may offer a reduced price or other goodwill adjustment towards the replacement. Any such reduction is entirely discretionary and will be confirmed with you before the replacement order is placed.

You are under no obligation to order a replacement. If you decide not to proceed, you may simply keep the original product and no further action is required.

If You Are Unsure

Please contact us before returning a product.

We will review the measurements originally supplied, the measurements required and whether the existing product can reasonably be altered.

We will then explain the available options and any costs before arranging collection or beginning further work.

This section applies where the product has been correctly manufactured to the measurements supplied by the customer.

If we have made a manufacturing or measurement error, Section 9 applies and we will put the matter right at no cost to you.

9. MANUFACTURING OR PERSONALISATION ERRORS MADE BY US

If we manufacture your product incorrectly and it does not match the measurements, dimensions, personalisation or other specification correctly supplied with your order, we will put this right at no cost to you.

Depending on the circumstances, we may:

• alter or repair the existing product

• manufacture a replacement

• provide another remedy where required by your statutory rights

Where we need the incorrectly manufactured product returned to us, we will arrange and pay for its collection.

Please contact us before arranging a return so that we can arrange the appropriate collection.

In some cases, particularly where a personalised or incorrectly manufactured product would have little practical value if returned, we may tell you that it does not need to be returned.

Nothing in this section affects your statutory rights.

10. PRICES & PAYMENT

Prices displayed on our website are shown in the applicable currency and include VAT where applicable unless stated otherwise.

Delivery and optional service charges are shown separately where applicable.

Prices may change from time to time, but a subsequent price change will not normally affect an order that we have already accepted.

Payment must be made using one of the payment methods available at checkout.

If an obvious pricing error occurs, we may contact you before manufacturing the product to explain the error and give you the option of proceeding at the correct price or cancelling the order for a refund.

11. PRODUCTION LEAD TIMES

Most of our products are handmade to order.

Our normal production lead time for Standard orders is 10–15 working days, unless a different lead time is stated on the relevant product page or agreed with you.

Working days do not normally include weekends or UK bank holidays.

Production lead time means the period required to manufacture and prepare your order.

It is separate from the time taken by the courier to deliver the parcel after dispatch.

Occasionally an order may take longer because of its size, complexity, materials, specification or circumstances affecting production.

Please contact us before ordering if your order is required by a particular date.

12. FAST TRACK PRODUCTION

Where available, we offer a Fast Track Production service for an additional charge.

Fast Track is primarily a priority production service.

Selecting Fast Track means that, where reasonably possible, we move your order forward in our workshop production queue and give it priority during manufacture.

Fast Track does not guarantee manufacture, dispatch or delivery within a specific number of working days unless a particular date has been expressly agreed with us.

Different products require different manufacturing processes and some cannot be produced as quickly as others.

If your order must arrive by a specific date, please contact us before ordering so that we can confirm whether the date is achievable.

Once completed, Fast Track orders will normally be dispatched using our usual tracked courier service.

The current Fast Track charge will be displayed at checkout.

13. TRACKING

Most UK orders dispatched by DPD or DHL are tracked.

Where tracking is available, tracking information will normally be provided after your order has been dispatched.

Smaller products suitable for letterbox delivery may be sent by Royal Mail and may not include tracking.

Where a separate Tracked Priority option is selected at checkout, this provides additional handling attention and ensures that tracking information is supplied where available.

Tracked Priority does not reduce the normal manufacturing lead time.

If you require your product to be manufactured sooner, please select Fast Track Production where available.

14. DELIVERY

Our current delivery options, charges and estimated production times are shown at checkout and explained more fully in our Shipping & Delivery Policy.

Most larger UK orders are dispatched using DPD or DHL.

Smaller products suitable for letterbox delivery may be sent by Royal Mail.

Courier transit times begin after your product has been manufactured and dispatched.

Where we use a next-working-day courier service, this refers to the courier transit service after dispatch.

It does not mean that a made-to-order product will be delivered on the working day after the order is placed.

15. SATURDAY DELIVERY

Where available, Saturday Delivery means that your order will be scheduled for delivery on the Saturday nearest to the completion of its normal production lead time.

Selecting Saturday Delivery does not reduce or Fast Track the manufacturing time of your order. Your product will still be made within the normal production schedule applicable to the product ordered.

Once your order is completed, we will arrange dispatch using the appropriate Saturday courier service so that delivery is scheduled for the nearest available Saturday.

For example, if your order is completed during the week, rather than being sent for normal weekday delivery, it will be scheduled for delivery on the next appropriate Saturday.

Saturday Delivery is subject to the courier's service availability and normal delivery conditions.

If you require delivery on a specific Saturday, rather than simply the Saturday following completion of your order, please contact us before ordering so that we can confirm whether your required date is achievable.

16. DELIVERY DELAYS

We remain responsible for fulfilling our legal obligations concerning delivery of your order.

However, courier networks can occasionally experience delays because of circumstances such as severe weather, transport disruption, strikes or other events outside our reasonable control.

Where a parcel is delayed, we will assist with the courier where reasonably possible.

An estimated courier delivery date is not necessarily a guaranteed delivery date unless we have expressly agreed otherwise with you.

17. DELIVERY, SAFE PLACES & REARRANGED DELIVERIES

Please ensure that the delivery address and any delivery instructions supplied with your order are correct.

Normal Delivery

Unless you have provided alternative delivery instructions, your order should be delivered to you or to another person authorised by you to receive it.

If the courier leaves a parcel unattended without your authority, for example on a doorstep or outside the property, and the parcel is subsequently lost or stolen, please contact us.

We will investigate the delivery with the courier and deal with the matter in accordance with your statutory rights.

Safe Places Authorised by You

You may choose to instruct the courier to leave your parcel in a nominated safe place, such as a porch, shed, garage or another location at the delivery address.

If you specifically authorise a safe place, you are responsible for choosing a location that is suitable and sufficiently secure.

Where the courier delivers the parcel correctly to the safe place specifically authorised by you, the delivery will be treated as having been completed in accordance with your instructions.

If the parcel is subsequently lost, stolen or damaged after being correctly delivered to the safe place you authorised, we will not normally be responsible for replacing or refunding the order.

Safe Places Chosen by the Courier

A courier choosing independently to leave a parcel somewhere is different from you authorising that location.

If you have not authorised a safe place and the courier leaves your parcel unattended on a doorstep, driveway, outside the property or in another location of their own choosing, please contact us.

We will investigate the delivery with the courier. A courier photograph showing where a parcel was left does not, by itself, mean that you authorised the parcel to be left there.

Photographic Proof of Delivery

Our couriers may take a photograph or obtain other evidence when making a delivery.

Where you have authorised a safe place, photographic or other courier evidence showing that the parcel was delivered to that location may be used as evidence that your delivery instructions were followed.

Failed Delivery Attempts

If the courier attempts delivery but nobody is available, they may attempt redelivery, offer alternative delivery arrangements or hold the parcel for collection.

Changes Made Directly With the Courier

After dispatch, DPD, DHL or another courier may allow you to change your delivery arrangements through their website, app, email or text-message service.

This may include asking the courier to:

• leave the parcel in a safe place

• leave the parcel with a nominated neighbour

• redirect it to a collection point

• change the delivery date

• redirect the parcel to another available delivery location

• hold the parcel for collection

Where you make such a change directly with the courier, those instructions become part of your chosen delivery arrangements.

If the courier subsequently delivers the parcel correctly in accordance with the instructions you provided, responsibility for the security of the parcel after that authorised delivery will normally pass to you.

If the courier does not follow the delivery instructions you provided, please contact us and we will investigate the matter with them.

Nothing in this section excludes or restricts your statutory rights.

18. ORDERS REQUIRED BY A PARTICULAR DATE

If you require an order for a wedding, birthday, anniversary, Christmas, house move, installation or another specific event or date, please contact us before placing your order.

We will always try to accommodate reasonable deadlines.

However, a particular delivery date should only be considered agreed where we have specifically confirmed that date with you.

Selecting Fast Track Production, Saturday Delivery or another enhanced delivery service does not by itself constitute our agreement to a specific required delivery date.

19. INTERNATIONAL ORDERS

We ship to a number of international destinations.

Available destinations and delivery charges are normally shown at checkout.

For destinations not available automatically, please contact us before ordering.

International orders may be subject to customs duties, import taxes or other charges imposed by the destination country.

Unless specifically stated otherwise at checkout, these charges are the responsibility of the customer.

Customs procedures can also cause delays outside our direct control.

20. CANCELLATION RIGHTS FOR STANDARD PRODUCTS

Where statutory cancellation rights apply to an online purchase, you normally have 14 days after receiving the goods to tell us that you wish to cancel.

You then normally have a further 14 days to return the goods.

You do not need to give a reason for exercising an applicable statutory cancellation right.

Unless the goods are faulty, damaged, incorrectly supplied or not as described, you are normally responsible for the cost of returning them.

Further information is contained in our Returns, Cancellations & Refunds Policy.

21. PERSONALISED, BESPOKE & CUSTOM-MADE CANCELLATIONS

The normal statutory change-of-mind cancellation right does not apply to goods made to your individual specification or clearly personalised for you.

This includes, where applicable:

• products engraved with your own names, dates, messages, house numbers or other wording

• products manufactured to measurements supplied by you

• Slot Doorstops manufactured to your individual measurements

• products manufactured to a special size or individual specification requested by you

• products otherwise altered specifically to your requirements

Please check all information carefully before ordering.

This does not affect your statutory rights where goods are faulty, damaged, not as described or incorrectly manufactured.

22. CHANGES & CANCELLATIONS BEFORE PRODUCTION

If you need to change or cancel an order, please contact us as soon as possible.

For standard products where statutory cancellation rights apply, those rights are unaffected.

For personalised, bespoke or made-to-specification products, production may begin shortly after the order is received.

We will try to accommodate changes requested before manufacture or personalisation begins, but we cannot guarantee that a change will be possible once work has commenced.

23. RETURNS

Please contact us before returning a product.

Full details of our returns procedure, including the return address, are contained in our Returns, Cancellations & Refunds Policy.

Where you are responsible for returning goods, please package them carefully.

We recommend retaining proof of postage or tracking until the return has been completed.

24. FAULTY, DAMAGED OR INCORRECT GOODS

Products supplied by us must meet your statutory consumer rights.

If a product is faulty, damaged, not as described, not fit for its intended purpose where applicable, or has not been manufactured in accordance with the specification agreed with you, please contact us.

Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement, price reduction or refund.

The fact that a product is personalised, bespoke or made to your specification does not remove your statutory rights where there is something wrong with the product.

25. NATURAL TIMBER

Our products are manufactured from natural wood.

Natural characteristics can include variations in:

• grain

• colour

• figuring

• knots

• mineral markings

• texture

• natural pattern

These characteristics mean that every piece of timber is different.

Reasonable natural variations between the product received and photographs displayed on our website are not by themselves evidence of a fault.

This does not affect your rights where a product is genuinely faulty or materially different from its description.

26. PRODUCT IMAGES & COLOUR

We make reasonable efforts to display our products accurately.

However, screens, monitors, phones and tablets can display colours differently.

Natural timber also changes appearance according to lighting and surrounding conditions.

We therefore cannot guarantee that the colour displayed on your screen will precisely reproduce the colour of the timber you receive.

27. WEBSITE INFORMATION & ERRORS

We make reasonable efforts to ensure that product descriptions, prices, measurements, delivery information and other information on our website are accurate.

Occasionally a genuine error may occur.

Where we identify an obvious error affecting an order, we will contact you as soon as reasonably possible and explain the available options.

Nothing in this section allows us to remove or restrict your statutory rights or to change an agreed contract unfairly.

28. PRODUCT & MATERIAL AVAILABILITY

Products and materials are subject to availability.

Because we manufacture products from natural timber, particular species, dimensions or grades of timber can occasionally become temporarily unavailable.

If an availability problem affects your order, we will contact you to discuss the available options.

Where we cannot reasonably fulfil an order and you do not wish to accept an alternative, we will provide the appropriate refund.

29. MULTIPLE ITEMS & DELIVERY CHARGES

Where you order multiple products, we will normally combine them into one consignment where practical.

If the website has charged separate delivery fees and we are able to send the products together for a lower delivery cost, we may refund an unnecessary delivery overcharge where appropriate.

30. LIABILITY & STATUTORY RIGHTS

Nothing in these Terms excludes or restricts liability where it would be unlawful to do so.

In particular, nothing in these Terms excludes or restricts your statutory rights concerning goods that are:

• not of satisfactory quality

• not fit for purpose where the relevant legal requirements apply

• not as described

• faulty

• incorrectly supplied

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.

31. USE OF OUR WEBSITE

You must not use our website:

• for any unlawful purpose

• to transmit malicious software or harmful code

• to interfere with the security or operation of the website

• to infringe our intellectual property rights or those of another person

• to submit deliberately false or misleading information

• to scrape, reproduce or commercially exploit our website content without permission where doing so would infringe our rights

We may restrict access to the website where reasonably necessary to protect the website, our business or other users.

32. INTELLECTUAL PROPERTY

Unless otherwise stated, the content of this website, including our photographs, product descriptions, designs, graphics, branding and other original material, belongs to The Natural Wood Company UK Ltd or is used by us with permission.

Nothing in these Terms gives permission to reproduce or commercially exploit our intellectual property without our prior permission, except where permitted by law.

33. THIRD-PARTY SERVICES & LINKS

Our website may contain links to or use services supplied by third parties, including payment providers, couriers and other service providers.

Those third parties may have their own terms and privacy policies.

We are not responsible for the content of unrelated third-party websites merely because our website contains a link to them.

This does not remove any responsibility that we have to you under the contract for your purchase from us.

34. PERSONAL INFORMATION

Personal information supplied through our website is handled in accordance with our Privacy Policy and applicable data-protection law.

Payment information may also be processed securely by the payment provider selected at checkout.

35. COMPLAINTS

If something has gone wrong with your order, please contact us so that we have an opportunity to investigate and resolve the problem.

Please provide your order number and sufficient information for us to identify the order and understand the issue.

You can contact us at:

Email: info@nwco.co.uk
Telephone: 01233 850295

36. OUR OTHER POLICIES

These Terms should be read together with the other policies displayed on our website, including our:

• Shipping & Delivery Policy

• Returns, Cancellations & Refunds Policy

• Privacy Policy

Where a policy contains more detailed information about a particular process, that policy should be read together with these Terms, subject always to your statutory rights.

37. CHANGES TO THESE TERMS

We may update these Terms from time to time.

Changes will apply to future use of our website and future orders as appropriate.

Changes to these Terms will not retrospectively remove rights or obligations that have already arisen under an existing contract.

The current version will be displayed on this page together with its latest revision date.

38. SEVERABILITY

If any provision of these Terms is found to be unlawful or unenforceable, that provision will be treated as removed or limited to the extent necessary.

The remaining provisions will continue to apply.

39. GOVERNING LAW

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

If you are a consumer resident elsewhere in the United Kingdom, you may also have rights under the mandatory consumer laws applicable where you live.

Nothing in these Terms is intended to deprive a consumer of any mandatory legal protection that applies to them.

40. CONTACT INFORMATION

Questions about these Terms of Sale can be sent to:

The Natural Wood Company UK Ltd

Email: info@nwco.co.uk
Telephone: 01233 850295

Nothing in these Terms affects your statutory rights.