Copyright © 2018 LiberHouse Ltd
LiberHouse Terms and Conditions
This website www.liberhouse.co.uk is owned and operated by
17 The Green
Oxfordshire OX25 6HX
LiberHouse is a limited company registered in England, No. 07212084
VAT No. 109 4291 20
Call us directly on 01869 349825
Our office hours are 9am to 5pm Monday to Friday
If you need to contact us please use the details above.
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order
When we use the words "writing" or "written" in these terms, this includes emails.
1. Our contract with you
1.1. When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. When we confirm that we are able to provide you with the product, at that point a contract will come into existence between you and us.
1.2. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is no longer available, or that we have made a pricing or description error of the product, or because we are unable to meet a delivery deadline you have specified or because we are unable to deliver to your delivery location. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.
1.3. Images of products on our website and in our brochure are for illustrative purposes only and the products may vary slightly from their pictures. We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that a device's display of the colours on our website or the printed pictures in our brochure accurately reflects the colour of the products.
1.4. We have made every effort to be as accurate as possible. However, all dimensions, areas and measurements indicated on our website and in our brochure are subject to reasonable levels of tolerance.
1.5. If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct.
1.6. You must at the time of order tell us of any access or height restrictions concerning access to the site of installation.
1.7. Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.
1.9. This contract is covered by English law.
2. How to place order
2.1. We use secure payment facilities for online and phone purchases. You can pay for your order by PayPal, Visa, Mastercard or Delta/Connect. If you prefer to order by telephone you can do so by calling 01869 349825.
2.2. We require a 50% deposit at the time of ordering unless an alternative arrangement has been agreed. The balance is to be paid in full 7 days before delivery of the goods.
2.3. You can also use our website to place an order by selecting the product you wish to buy and adding it to your cart. Items you do not require can be removed from your cart at any time.
2.4. Payment in full is required for online payment. The cart has not yet been set up for taking deposits.
2.5. Promotional prices only apply during the period stated.
2.6. All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate.
2.7. Once your order has been confirmed, changes may not be possible or may incur additional charges or delays. If you wish to make a change to the product you have ordered please, contact us as soon as possible. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else that would be necessary as a result of your requested change and we will ask you to confirm whether you wish to go ahead with the change. We generally do not accept changes later than 28 days prior to an agreed delivery date.
2.8. We may change the product to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements that will not affect your use of the product. If we may make more significant changes to the description of the product in our brochure or on our website, we will notify you and you may then contact us to terminate the contract and receive a full refund before the changes take effect.
2.9. Once your order is complete we will notify you of the delivery date. Delivery lead times vary throughout the year depending on demand, and lead times can be between 8 to 20 weeks from the date of order. As soon as reasonably possible we will contact you to agree a delivery date or period. If the delivery date is later than 20 weeks from the date of your order you may terminate the contract and you will receive a refund for any products you have paid for but not received.
2.10. You are responsible for the provision of a suitable base for our products, which must be solid, of the correct size and within 6mm of level across the whole base. The base must be at least 300mm away from any obstructions such as fences, hedges, etc. Access must be a clear, walkable route at least 700mm wide. The base must not be more than a reasonable distance from our delivery vehicle so that our product can be carried to the site of installation.
2.11. You can cancel your contract at any time up to 14 days after the day of order. This is called your right to change your mind. To do this, please e-mail, fax or write to us. We are unable to accept cancellations by phone. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.
3. Delivery & Assembly
3.1. We will deliver the goods to the premises you specify on your order. You must be available to accept delivery of your order, which is between 7:30am and 6:00pm Monday to Friday. We require the person whose name appears on the order to be present on completion of the installation as part of our sign-off procedure.
3.2. If no one is available at your address to take delivery we will leave you a note informing you of how to rearrange delivery. This will be subject to additional costs.
3.3. For reasons beyond our control we may be prevented from delivering your product as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather conditions (heavy snow, strong winds, storms), acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. If our supply of the products is delayed by such events then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay of longer than eight weeks you may contact us to terminate the contract and receive a refund for any products you have paid for but not received.
3.4. We may have to suspend the supply of a product to:
3.5. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products in our brochure or on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either terminate the contract (see clause 4.9) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
3.6. Any height restrictions on the access route must be notified at the time of the order and confirmed by us on the order confirmation sent out to you. Where access to the site of installation is through your property, it is your responsibility to appropriately protect the floors and walls of your property. We will take all reasonable care when delivering the product but not accept any damage or loss to your property caused during delivery.
3.7. Any parking restrictions or permits required must be obtained by you before our arrival and you must have in place all that is necessary to ensure legal and safe parking of our delivery vehicle immediately upon our arrival.
3.8. If our installers, on arrival to your premises, deem the premises, (including the access route or site of base) to carry features or be in a state that may carry risk to them or the product, we reserve the right not to deliver the product.
3.9. If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and we will charge you additional costs incurred by us to make a return visit. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and clause 4.9 will apply.
3.10. If you do not allow us access to your property as arranged (and you do not have a good reason for this) or the delivery criteria are not met we will charge you additional costs incurred by us as a result and this must be paid in full before we return to install the product. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 4.9 will apply.
3.11. You will take ownership and the product will be your responsibility on completion of the delivery and installation at the address you gave us.
3.12. If we miss the delivery deadline for any products then you may treat the contract as terminated straight away if any of the following apply:
3.13. If you do not wish to treat the contract as terminated straight away, or do not have the right to do so under clause 3.12, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as terminated if we do not meet the new deadline.
3.14. If you do choose to treat the contract as terminated for late delivery under clause 2.10, clause 3.13 or clause 3.14, you can cancel your order for any of the products or reject products that have been delivered. After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this.
4. Cancellation and returns
4.1. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to terminate the contract for a product if we suspend it, or tell you we are going to suspend it, and we will refund any sums you have paid in advance.
4.2. Your rights when you terminate the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
4.3. If you are terminating a contract for a reason set out at 4.3.1 to 4.3.5 below the contract will end immediately and we will pay a refund to you for any products which have not been provided or have not been provided properly. The reasons are:
4.4. If we are not at fault and you do not have a right to change your mind (see clause 2.11), you can still terminate the contract before it is completed, but you may have to pay us compensation. A contract is completed when the products are delivered and installed. If you want to terminate a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will terminate and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
4.5. If you terminate the contract for any reason after products have been dispatched to you or when you have received them, you must return them to us. You must allow us to collect them from you. Please call customer services on 01869 349825 or email us at firstname.lastname@example.org to arrange collection.
4.6. You do not have a right to change your mind in respect of products that are made to your specification and/or that are clearly personalised.
4.7. We will pay the costs of return:
4.8. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
4.9. We may terminate the contract for a product at any time by writing to you if:
4.10. If we terminate the contract in the situations set out in clause 4.9 we will refund any money you have paid for products we have not provided but we will deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
4.11. Please note that we may incur significant costs in performing our obligations to you. Depending on the products and the circumstances, if we terminate the contract in the situations set out in clause 4.9, you may receive little or no refund. You may even be asked to pay money to us to cover the net costs we will incur.
4.12. We may write to you to let you know that we are going to stop providing the product. We will let you know in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
4.13. We reserve the right to cancel an order at any time with a full refund of any money paid by you.
5. Guarantee / Faulty goods
5.1. Our products carry a 10 year guarantee which provides you with protection against product failure through normal use, but does not cover fair wear and tear or third party damage. If a product develops a fault within the guarantee period then we will arrange for it to be repaired including any parts and labour required.
5.2. Our guarantee does not cover:
5.3. If there is a problem with the goods, please notify us by email or in writing providing details of the problem and it would be helpful provide us with digital photographs of the problem. Unless otherwise agreed, we will commence carrying out of repair works within 42 days of being notified. If the repair is considered to be detrimental to the product we will aim to carry out the repair within 21 days of being notified. However, at times of high demand on the installation of products it is possible that we will not commence repair in this period.
5.4. Our products are made from timber which expands and contracts according to weather conditions. If you live in a geographical area or particular location where products are exposed to long periods of rain or heat then it is possible that the timber on such products will expand or contract accordingly.
5.5. If you wish to exercise your legal rights to reject products you must allow us to collect them from you. Please call customer services on 01869 349825 or write to us at email@example.com.
5.6. We are under a legal duty to supply products that are in conformity with this contract. Subject to certain exceptions, all products will be as described, fit for purpose and of satisfactory quality.
5.7. Nothing in these terms will affect your legal rights. For further information please visit the Citizens Advice website www.citizensadvice.org.uk or call 03444 111 444.
5.8. You may transfer our guarantee at clause 5.1 to a person who has acquired the product in respect of which we have provided the services. The delivery receipt acts as proof of guarantee and we may require the person to whom the guarantee is transferred to provide this as reasonable evidence that they are now the owner of the relevant product.
6. Price and payment
6.1. The price of the product will be the price agreed when you placed your order. No delivery of the order will be made until full payment has been received. We take all reasonable care to ensure that the price of product advised to you is correct. However please see clause 6.4 for what happens if we discover an error in the price of the product you order.
6.2. We accept the following payment methods (please use your surname and order number as the reference):
6.3. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
6.4. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
7. Our responsibility for loss or damage suffered by you
7.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
7.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987
7.3. When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
7.4. We are not liable for business losses. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
8. How we may use your personal information
8.1. How we will use your personal information. We will use the personal information you provide to us:
8.2. We may pass your personal information to credit reference agencies. Where we extend credit to you for the products we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.
8.3. We will only give your personal information to third parties where the law either requires or allows us to do so.
9. Other important terms in respect of our products and services
9.1. We may transfer our rights and obligations under these terms to another organisation.
9.2. You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you do not need our agreement to transfer the benefit of our guarantee in clause 5.1 (see clause 5.7)
9.3. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 5.7 in respect of our guarantee.
9.4. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
9.5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
10. Use of website
10.1. You are permitted to use our website for your own purposes and to print and download material from this website provided that you do not modify any content without our consent. Any and all material on this website must not be republished online or offline without our permission.
10.2. The copyright and other intellectual property rights in all material on this website are owned by us or our licensors and must not be reproduced without our prior consent.
10.3. Subject to paragraph 10.1, no part of this website may be reproduced without our prior written permission.
11. Visitor conduct
11.2. When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom.
12. Site uptime
12.1. We take all reasonable steps to ensure that this website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.
13. Links to and from other websites
13.1. Any links to third party websites located on this website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.
13.2. If you would like to link to this website, you may only do so on the basis that you link to, but do not replicate, any page on this website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.
13.3. If you choose to link to our website in breach of paragraph 13.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.
14. Exclusion of liability
14.1. We take all reasonable steps to ensure that the information on this website is correct. However, we do not guarantee the correctness or completeness of material on this website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this website), shall be liability or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.
15. Law and jurisdiction
15.1. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.