Terms and Conditions

These Terms and Conditions (“Terms”) govern your purchase of products from Cottage Beams, a trading name of BOIS CREATIV Ltd, a company registered in England and Wales (Company No. 14508263). Our registered office is at 86–90 Paul Street, London, EC2A 4NE. Our workshop is at Cottage Beams, Goose Moor Organics, Leeds, West Yorkshire, LS22 5EU. Our VAT number is 444442601.

By completing your purchase you agree to be bound by these Terms. Please read them carefully before placing your order.

1. Our Products

1.1 Natural Characteristics

All our products are handcrafted from natural, solid oak. Timber is a living material and every piece is unique. Variations in appearance are part of the natural character of real wood and are not defects.

You should expect the following natural characteristics in your product:

• Surface cracks, splits, checks and shakes

• Knots, grain variation and colour variation

• Minor movement, bowing, cupping or twisting as the timber settles into its environment

• Sticker shadows, sanding marks and machine marks consistent with handcrafted, air-dried timber

• Gradual colour change over time due to exposure to light, heat and moisture

These characteristics are inherent to solid oak and do not constitute a breach of contract, misrepresentation or defect. Nothing in this section affects your statutory rights under the Consumer Rights Act 2015.

1.2 Insect Infestation

Because our products are made from natural air-dried timber, there is a small inherent risk of naturally occurring insect activity, including woodworm. We take all reasonable steps during sourcing, storage and manufacture to minimise this risk. However, we cannot guarantee that insect activity will never occur after delivery.

Nothing in these Terms excludes your statutory rights in the event that a product is supplied with a pre-existing defect.

1.3 Dimensions

Because each product is individually handcrafted, slight dimensional variation may occur. Unless otherwise stated:

• Shelves and smaller products are manufactured to an approximate tolerance of ±5mm

• Beams and mantels are manufactured to an approximate tolerance of ±10mm

These tolerances are standard within the handcrafted timber industry and do not constitute defects.

1.4 Suitability and Installation

Our products are made from solid wood and are heavy. It is your responsibility to satisfy yourself that the product you are purchasing is suitable for your intended installation before ordering. Every product description contains installation information to help you do this.

If you have any concerns about suitability, please contact us before placing your order. We are happy to help.

Cottage Beams accepts no liability for damage or injury arising from incorrect installation, installation onto unsuitable wall types or structures, or use of fixings or installation methods not recommended by us. Nothing in this section limits liability that cannot legally be excluded under applicable law.

1.5 Fireplace and Heat Clearance

Where products are installed near fireplaces, stoves or other heat sources, it is your responsibility to ensure installation complies with all applicable building regulations, stove manufacturer guidance and HETAS recommendations regarding safe clearance distances.

Natural timber is sensitive to heat. Excessive heat exposure may cause cracking, warping, drying or discolouration over time. These are not manufacturing defects. We recommend consulting a qualified installer before fitting any timber product near a heat source.

1.6 Images and Descriptions

Images on our website are provided as a guide only. Due to natural variation in timber, the product you receive may differ in appearance from website images. Screen colour calibration varies between devices and we cannot guarantee colour accuracy.

1.7 Customer-Provided Measurements

Where you provide measurements for your order, you are solely responsible for their accuracy. We will manufacture your product to the dimensions you specify. Please use our size guide carefully before ordering. If you are unsure about your measurements, please contact us before placing your order and we will be happy to assist.

2. Ordering and Payment

2.1 How a Contract is Formed

A binding contract is formed between you and BOIS CREATIV Ltd when we confirm your order by email following successful payment. We reserve the right to cancel any order prior to confirmation, for example due to a pricing error or availability issue.

2.2 Pricing

All prices are displayed in British Pounds Sterling (GBP) and are inclusive of VAT. Prices shown on our website are subject to change without notice. However, no price change will apply once your order has been confirmed.

Our products are available in a range of sizes and configurations. The price displayed on the product page reflects the starting price for the smallest available configuration. The final price updates as you make your selections and is confirmed at checkout before payment.

2.3 Payment

Full payment is required at the time of ordering. We accept payment by all major debit and credit cards, PayPal and bank transfer. Amex payments are only available via PayPal.

2.4 Intellectual Property

All content on our website including product designs, images, text, graphics and branding is the intellectual property of BOIS CREATIV Ltd and is protected by copyright and other applicable laws. You may not reproduce, distribute or use any content from our website without our prior written permission.

3. Production and Cancellation

3.1 Made to Order

All our products are individually manufactured following your chosen dimensions, finish, style and configuration. Because each product is made specifically for you, it cannot ordinarily be resold without substantial loss. Production begins 48 hours after your order is confirmed, giving you a window to cancel if needed.

3.2 Cancellation Within 48 Hours

You may cancel your order at any time within 48 hours of receiving your order confirmation email, provided production has not already started. If production has not commenced, you will receive a full refund with no questions asked. Please contact us as soon as possible if you wish to cancel.

3.3 Cancellation After Production Has Started

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day right to cancel does not apply to goods made to a consumer’s specifications or clearly personalised. As all our products are made to your chosen dimensions, finish and configuration, cancellation rights do not apply once production has commenced.

Please note that the Perfect Fit Promise (Section 6.2) is a separate guarantee that applies after delivery in the event of a measuring error. It does not constitute a right to cancel your order.

3.4 Cancellation by Us

We reserve the right to cancel your order at our sole discretion. This would typically occur where:

• The product is unavailable or materials cannot be sourced

• We are unable to authorise payment

• There has been a pricing or product description error

• You are not permitted to purchase from us

If we cancel your order, you will receive a full refund. We will not be liable to pay any further compensation.

4. Delivery

4.1 Delivery Areas

We currently deliver to UK Mainland and Ireland. All standard orders include free delivery. Deliveries to Northern Ireland, Scottish Highlands, Islands and the Republic of Ireland may incur additional charges, which will be confirmed before dispatch. Please contact us before ordering if you are unsure whether your address falls within our standard delivery area.

4.2 Lead Times

Delivery dates and lead times are estimates only and are not guaranteed. Our current lead time is displayed on our website and is updated regularly.

We recommend that you wait until your product has been delivered and inspected before booking a fitter or installer. Cottage Beams accepts no liability for any costs you incur as a result of booking a fitter before receiving and checking your product. Nothing in this section affects your statutory rights.

4.3 Signature on Delivery

All deliveries require a signature. If you are not available, the courier may attempt delivery to a neighbour. We will not instruct couriers to leave products in a safe place unless you specifically request this. If you request safe place delivery, you do so entirely at your own risk and Cottage Beams accepts no liability for loss, theft or damage.

4.4 Failed Delivery

If delivery fails after multiple attempts and the product is returned to us, you will be responsible for any additional delivery charges to rearrange delivery. If you refuse delivery, you will be responsible for all delivery and return costs incurred.

4.5 Courier Performance

Whilst we work carefully with trusted delivery partners, courier delays may occasionally occur outside our control. We shall not be liable for delays caused solely by third-party couriers where reasonable steps have been taken to arrange delivery. Nothing in this section affects your statutory rights.

5. Damaged Products

If your product arrives damaged, please:

• Note the damage on the courier’s delivery receipt at the time of signing where possible

• Notify us in writing as soon as reasonably possible and no later than 2 calendar days after delivery

• Provide photographs of the damaged product and both internal and external packaging

Please retain the damaged product and all packaging until the matter is resolved. If we are satisfied the damage occurred prior to delivery and you have followed the steps above, we will arrange an appropriate remedy which may include repair, replacement or refund in accordance with your statutory rights.

6. Returns and Exchanges

6.1 Returns

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day right to cancel does not apply to goods made to order. As all our products are made to your specific measurements, we are unable to accept returns.

We cannot accept returns on any product that has been installed, altered or modified in any way.

6.2 The Perfect Fit Promise

We know that measuring for a made-to-measure beam can feel daunting. Getting it wrong can feel like an expensive mistake. That’s why every order from Cottage Beams is covered by our Perfect Fit Promise.

If your beam or shelf arrives and the size isn’t right because of a measuring error, we will remake it at the correct size, free of charge. No awkward conversations. No arguing. Just a beam that fits.

How to make a claim:

• Contact us within 30 days of delivery

• Send us photographs and measurements showing the sizing issue

• Return the original product to us at your own cost, in its original uninstalled condition

• Once we receive it, we will remake and reship your order at no additional charge

The Perfect Fit Promise covers one remake per order and applies to all standard beams, bespoke beams and shelves.

The Perfect Fit Promise does not apply to:

• Products that have been installed, altered or modified

• Claims made outside 30 days of delivery

• Orders placed using our bespoke measurement service where measurements were provided by the customer

This Promise is offered in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

6.3 Exchanges

We offer exchanges in the following circumstances:

• Products received in a damaged condition – please refer to Section 5 above

• Products that do not fit due to a measuring error – please refer to the Perfect Fit Promise in Section 6.2 above

In all other circumstances we are unable to offer exchanges on made-to-order products.

7. Our Guarantee

We are proud of every product that leaves our workshop. All our products are covered by a 25-year guarantee against manufacturing defects affecting the structural integrity of the product under normal domestic use. The guarantee period runs from the date of delivery.

If a genuine manufacturing fault arises within the guarantee period, we will always attempt to repair or remake the product in the first instance. A refund will only be offered where repair or remake is not reasonably possible. If identical goods are no longer available, we will offer the nearest equivalent.

The guarantee does not cover:

• Natural timber characteristics described in Section 1.1, including cracks, splits, movement and colour change

• Insect infestation as described in Section 1.2

• Damage caused by excessive heat exposure or incorrect fireplace clearance distances

• Accidental damage

• Wilful damage, neglect, misuse or inappropriate cleaning

• Water damage

• Commercial, hospitality or rental property use

• Consumable finishes, oils or waxes unless otherwise stated

• Products that have been altered, modified or incorrectly installed

This guarantee is valid for products purchased, installed and used in the United Kingdom for domestic use only. It applies to the original purchaser and is not transferable.

8. Your Statutory Rights

Nothing in these Terms affects your statutory rights as a consumer. Under the Consumer Rights Act 2015, goods we supply must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you are entitled to:

• Up to 30 days: if your goods are faulty, you can get a refund

• Up to six months: if the goods cannot be repaired or replaced, you are entitled to a full refund in most cases

• Up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back

For detailed information on your rights please visit www.citizensadvice.org.uk or call 0808 223 1133.

9. Limitation of Liability

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence

• Fraud or fraudulent misrepresentation

• Any breach of the Consumer Rights Act 2015

• Any other liability that cannot be excluded or limited by law

Subject to the above, we will not be liable for any losses that were not foreseeable when the contract was formed, were not caused by any breach on our part, or constitute business losses. We supply products for private domestic use only and are not liable for any business losses including loss of profit, business interruption or loss of commercial opportunity. We accept no liability for indirect or consequential losses.

10. Privacy

Your privacy is important to us. Any personal information you provide will be handled in accordance with our Privacy Policy, available on our website. Our Privacy Policy explains what information we collect, how we use it, and your rights in relation to it.

11. General

11.1 Changes to These Terms

We reserve the right to update these Terms at any time. Changes take effect when published on our website and apply only to orders placed after that date.

11.2 Third Party Rights

The Contracts (Rights of Third Parties) Act 1999 does not apply to these Terms. No third party has any right to enforce any provision of these Terms.

11.3 Severability

If any provision of these Terms is found to be unlawful or unenforceable, that provision will be severed from the rest of the Terms, which will continue in full force and effect.

11.4 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

11.5 Disputes and Complaints

We will always try to resolve disputes quickly and fairly. If you are unhappy with your product or our service, please contact us as soon as possible using the contact details on our website. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 working days.

11.6 Force Majeure

We shall not be liable for delays or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to:

• Timber shortages or supply chain disruption

• Machinery breakdown

• Industrial disputes

• Extreme weather events

• Courier disruption

• Fire, flood or other natural events

Where such circumstances arise, we will take reasonable steps to minimise delays and keep you informed.

11.7 Transfer of Risk and Ownership

Ownership of products transfers to you once full payment has been received. Risk in the products transfers to you upon delivery or collection.

BOIS CREATIV Ltd – trading as Cottage Beams. Company No. 14508263. Registered in England and Wales.

These Terms and Conditions should be read alongside our Privacy Policy and Perfect Fit Promise, both available on our website.