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Terms & Conditions

Last updated: 28th January 2026

 

These Terms & Conditions apply to all orders placed through Norfolk Garden Furniture (“we”, “us”, “our”). By placing an order via our office, website or other online platform, you agree to these Terms. This does not apply to in-person sales at tradeshows.

1. About Us

Business name: Norfolk Garden Furniture
Sole trader: Norfolk Garden Furniture
Address: 9 Frensham Road, Sweet Briar Industrial Estate, Norwich NR3 2BT
Email: contact@norfolkgardenfurniture.com
Website: norfolkgardenfurniture.com

2. Products

  • All products are made to order, meaning they are produced specifically after your order is placed.
  • Images, colours and descriptions are for illustrative guidance; slight variations may occur due to the handmade/custom nature of the products and do not constitute a fault.
  • If you have any doubt regarding the online colour chart, please contact us before placing your order.
  • We reserve the right to make minor changes to products where reasonably necessary (e.g. materials availability), without affecting the overall quality or function.

3. Prices & Payment

  • All prices are in GBP (£).
  • Payment must be made in full at the time of ordering.
  • We reserve the right to change prices at any time, but this will not affect orders already accepted.

4. Order Acceptance

  • An order is only considered legally accepted once we have confirmed it by email.
  • We reserve the right to refuse or cancel an order for any reason, including errors in pricing or availability. If payment has been taken, a full refund will be issued.
  • It is your responsibility to be aware of our terms and conditions.

5. Production & Dispatch Times

  • All our products are currently made-to-order items and require a production period of approximately 6–8 weeks unless otherwise stated.
  • Dispatch times are estimates and not guaranteed.
  • We are not responsible for delays caused by shipping services or events beyond our control, including supply issues, weather conditions or shipping delays.

6. Delivery

  • Delivery costs and options are confirmed at checkout.
  • We will contact you regarding delivery dates and do our best to accommodate your preferred date. In most cases we will notify you when our driver is in your area. We cannot guarantee specific dates or times.
  • If you request goods to be left unattended or provide delivery instructions without a recipient present, delivery is made entirely at your own risk. You accept responsibility for any loss or damage once the goods have been delivered according to your instructions.
  • Risk of loss or damage passes to you once the order has been delivered to the address provided or left in accordance with your delivery instructions.
  • Please ensure delivery details and a contact number for access are correct; we are not responsible for delays or losses due to incorrect information.
  • You are responsible for ensuring access is suitable for delivery. We are not liable for failed or delayed deliveries caused by incorrect information or restricted access.

7. Cancellation & Returns (Important)

Made-to-Order (Non-Personalised) Items

Our regular made-to-order products that are not personalised are covered by your statutory 14-day cooling-off rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel your order within 14 days of receiving your item for any reason. Once cancelled, the item(s) must be returned within 14 days.

Because of the specialist nature of our goods and the fact that we use our own delivery services, you must contact us so that we can arrange collection. A dedicated collection will be considerably more expensive than the delivery cost, as the item must be repacked and transported safely. The cost will be advised at the time and will be no more than £350. By placing an order you acknowledge and agree to this.

Items must be returned unused, undamaged and in their original packaging, so please retain all packaging.

It is your responsibility to be aware of our terms and conditions.

Start of Cancellation Period

For goods, the 14-day cancellation period begins the day after the goods — or the last of the goods — come into physical possession of:

  • the consumer, or
  • a person (other than the carrier) identified by the consumer to take possession of the goods.

This applies even if the consumer did not personally inspect or open the goods on the day of delivery.

Delivery to Third Parties

  • If the consumer nominates another person at the delivery address to receive the goods, and that person takes possession of the goods, the delivery date will be treated as the date of receipt for cancellation purposes.
  • The cancellation period will run from the day after such receipt.

Notification of Cancellation

To exercise the right to cancel, the consumer must inform us of their decision to cancel within the 14-day cancellation period by contacting us (e.g. email or cancellation form).

Made-to-Order Personalised Items

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you do not have the right to cancel made-to-order items that are personalised in any way once production has begun.

By placing an order you acknowledge and agree to this.

Faulty or Incorrect Items

Your rights under the Consumer Rights Act 2015 are not affected.

  • If goods arrive damaged, faulty or incorrect, you should contact us as soon as reasonably possible after delivery and provide photographs.
  • We will arrange a repair, replacement or refund as appropriate.

8. Care & Use

  • Products should be used and cared for according to the instructions provided.
  • We are not responsible for damage caused by misuse, failure to follow care instructions, improper installation, overloading, unauthorised modification or normal wear and tear.

9. Intellectual Property

All content on our website, including images, designs, text and logos, is owned by or licensed to Norfolk Garden Furniture.

You may not copy, reproduce, distribute or use any content without our written permission.

10. Limitation of Liability

  • We do not exclude or limit liability where it would be unlawful to do so.
  • We are not liable for indirect or consequential losses, including loss of profit or business.

11. Privacy

Your personal data is handled in accordance with our Privacy Policy (see Appendix A).

12. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts.

 

Appendix A – Privacy Policy

Last updated: January 2026

This Privacy Policy explains how Norfolk Garden Furniture collects, uses and protects your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Data We Collect

  • Name
  • Email address
  • Billing and delivery address
  • Payment information (processed securely by third-party providers)
  • Order details
  • Communications with us

2. How We Use Your Data

  • Process and fulfil orders
  • Communicate with you about your order
  • Provide customer support
  • Meet legal and accounting obligations

We do not sell or share your data for marketing purposes.

3. Legal Basis for Processing

  • Performance of a contract
  • Legal obligation
  • Legitimate business interests

4. Data Sharing

We may share data with:

  • Payment processors
  • Delivery and courier services
  • Accounting or legal service providers

Only the data necessary for these purposes is shared.

5. Data Retention

We retain personal data only for as long as necessary to fulfil legal, contractual or accounting requirements.

6. Your Rights

  • Access your personal data
  • Request correction or deletion
  • Object to processing
  • Request data portability

To exercise your rights contact: contact@norfolkgardenfurniture.com

7. Data Security

We take appropriate technical and organisational measures to protect your data from unauthorised access, loss or misuse.

8. Complaints

If you are unhappy with how your data is handled, you may lodge a complaint with the Information Commissioner’s Office (ICO).

 

Appendix B – International Shipping Policy

Last updated: January 2026

1. International Orders

  • We ship internationally to selected countries.
  • For destinations and shipping costs please contact us at contact@norfolkgardenfurniture.com.
  • Shipping costs and options will be confirmed before payment.

2. Customs, Duties & Taxes

  • International orders may be subject to customs duties, import taxes or handling fees imposed by the destination country.
  • These charges are the responsibility of the customer and are not included in our prices or shipping fees.
  • Our shipping partner may arrange paperwork in advance and estimated charges may need to be paid before shipment.
  • We are unable to predict or control these charges.

3. Delivery Times

  • International delivery times are estimates only.
  • Delays may occur due to customs inspections or local postal services.

4. Returns & Refusals

  • If an international order is refused or returned due to unpaid customs charges, we cannot offer a refund for the item or shipping costs.
  • Made-to-order personalised items are non-returnable unless faulty.
  • Made-to-order non-personalised items remain covered by the 14-day cooling-off period under the Consumer Contracts Regulations 2013.
  • Collection and repacking costs will be fully chargeable to the customer and may be significantly higher than the delivery charge.
  • Customs duties and taxes are not refundable.

5. Delayed Shipments

  • Once an order has been dispatched, we are not responsible for delays caused by customs or local carriers.