Warranty and Returns Procedure for Wooden Gates
7-day money back guarantee.
We want you to be completely satisfied with your purchases, and what's more so do the crafts people who have made them. Please let us know if you are not entirely satisfied with our products or our service, so that we can rectify the situation. We try to ensure that the products are the same as our original samples, although sometimes differences do occur due to the nature of the materials used.
Items are described and photographed as accurately as possible, but please note that sizes, colours and designs may vary from time to time due to the nature of the materials.
We pride ourselves on our enviable reputation for quality and service, as a company committed to complete customer satisfaction. To ensure you have a piece of mind and you are happy with your purchase we offer a 7-day money back guarantee on every product we sell through the website.
In the unlikely event that you are not totally satisfied with any goods purchased please inform us in writing (including fax or email) and telephone Customer Services on 0800 043 2156 within 7 days (starting on the day after the goods are delivered to you) to arrange their return upon agreement between us.
The goods should be returned to us at the following address:
All Gates UK Limited
Please ensure that as well as your receipt, you include a covering note with your name, contact details, order ref number and details of the reason for exchange. Once the goods have been received and viewed, we will give you a replacement or refund. We will not refund if already stained, painted, etc, so its important all is checked over before proceeding to any stage of installation.
The goods must be returned to us unused, and wherever possible, in the original packaging it was supplied in (if supplied packaged). We recommend that you retain all of the original packaging (if supplied) until you are sure that you intend to keep the goods.
If the original packaging is not available, you should use packaging that would provide similar protection as returned items must be received ‘as new’ and in resaleable condition and have not been painted, sealed or stained to the original supplied. Please note: Carriage costs will be refunded only if the item is faulty, or if it differs in any way from the advertised goods. Returned parcels remain the responsibility of the customer until safely received by us.
The company (All-Gates UK Limited) does not pay return carriage unless an item is faulty, or it differs in any way from the advertised goods. If you would like us to arrange collection of goods for return, please contact Customer Services on 08000 432156. Return carriage costs will be deducted from any refund due. We (All-Gates) will not pay for the cost of failed collections.
It is the customers responsibility to make sure there is plenty of clearance allowing the gates to shrink and swell in the up and coming seasons (we cannot allow your clearance for you, we will only make to whatever size is given to us). When hanging/installing gates/doors, they should be hung in the correct manner of how the braces are constructed i.e. the brace should be at the bottom 'hinge side' (especially for pairs of gate/doors/shutters etc.).
All products are guaranteed against faulty workmanship only and not against any future occurence of the timber being used on our products, although we do try our upmost to use the very best of timber available. If any item is found to be faulty within the 7 day period, return it and we will be happy to correct the faulty part or send a replacement without charge. Please follow carefully the instructions for assembly and advice on how to care for the products i.e. keep untreated material away from water or high moisture areas until fully sealed and treated. All-Gates cannot be held responsible against water damage, uv (Sunlight), human or animal damage once the product is delivered or collected.
Please bear in mind that a minor amount of natural movement is inherent in timber along with splitting, slight warping, loose knots etc. Any warping or splitting can only be the customers downfall of maintenance or simply natural movements in the timber whereas its the customers responsibility to maintain the material using the correct protection and use as many locking points for gates and garage barn doors i.e. extra drop bolts, padbolts etc - Helps keeps gates and door at the original state. Rust is a natural effect on steel and iron, which can be prevented by applying an exterior enamel paint treatment.
We offer a 5 years guarantee on all wooden gates. (this does not include ironmogery)
All other goods i.e. ironmongery / furniture / locks etc are supplied with a 12 month warranty from the date of purchase.
Guarantee is only covered for the actual material purchased, not for any damage that has been caused to it and lack of maintenance by the purchaser.
It is the purchaser(s) responsibility to keep the goods maintained and treated to a reasonable degree using the correct products. We have the technology to see if the correct treatment has been used correctly. It is the customers responsibility to maintain all timber products purchased from All-Gates with a high-end market wood stain (Spirit based) and preservative. Splitting, shrinking, expanding, slight warping and loose knots are natural causes to timber, so these natural movements are not covered by any guarantee held by us what so ever.
It is the customers responsibility to take all maintenance steps into account i.e. keeping the timber material(s) flat to minimise bowing and warping. If any products are damaged or defected then do not sign for the delivery as after the delivery has been made any future defects or damage is the responsibility of the customer from then on. All items have to be returned in the same state they were issued from the initial order. Water damaged products are not under any guarantee what-so-ever by All-Gates as its the customers resposibility to maintain and protect the timber.
Any guarantee held by us is only valid if the receipt of purchase is presented, no receipt - no guarantee, so please keep receipt (invoice) in safe hands as this will be needed for your guarantee to be granted.
Iron work will need to be maintained against fading and rust. We recommend using good quality covering treatments i.e. Hammerite which gives a longer life, as some other may flake and allow rust to get in behind the covering. Also keeping any moving parts i.e. hinges, latches, drop bolts and locks well oiled to allow longer life and helps ease any pressure needed for the use of the product.
Any guarantee is only valid down to faulty workmanship and materials, and damage through delivery. It is the purchaser(s) responsibility to check any product being delivered to make sure any disputes can be dealt with in a more quicker timescale. Once delivery is made we cannot be held responsible for any damage caused after the delivery is complete.
On the rare occasion that we do receive a complaint about one of our products or services, you can be assured that we will thoroughly investigate the problem and make every effort to resolve the issue to your satisfaction. Ideally complaints should be made in writing and addressed to the Managing Director and send either by email to firstname.lastname@example.org or by post to:
All-Gates UK Limited,
In order to resolve any situation quickly, it is helpful if you are able supply full details of the problem, along with photographs and diagrams if appropriate. This can also be faxed to us on 01795 844330.