Returns, Refunds & Exchanges Policy
At Fencing Factory, our fence panels and gates are manufactured from natural, pressure treated timber. Please ensure that you have selected the correct products, sizes and quantities before completing your order.
Change of Mind & Exchanges
Made To Order Products
As our fencing and gate products are manufactured to order, we do not offer returns or exchanges for unwanted items or changes of mind once production has commenced. Please ensure all product sizes, quantities and specifications are correct before placing your order.
Natural Timber Variations
Timber is a natural material. Colour, shade, grain, knots, texture and general appearance will naturally vary from one panel or gate to another.
Pressure treatment can also result in temporary differences in colour or appearance. These variations are a normal characteristic of natural timber and do not, by themselves, mean that a product is faulty.
We therefore do not accept returns, refunds or exchanges solely because a customer prefers a different natural colour, shade, grain, knot pattern or appearance, except where the customer has a legal right to return the goods.
Product photographs on our website are representative. Due to the natural characteristics of timber, the product supplied will not necessarily be identical in colour, grain or appearance to the product shown in photographs.
Damaged or Faulty Goods
If goods are faulty, damaged, not as described or otherwise do not meet the requirements of UK consumer law, please contact us as soon as possible with your order details and photographs of the issue.
Where required, we will provide the appropriate remedy, which may include repair, replacement, price reduction or refund.
Installed, Cut or Altered Products
Customers should inspect all products before installation, cutting, drilling, painting, treating or otherwise altering them.
If you believe there is a problem with an item, please contact us before installation wherever reasonably possible. Altering or installing a product may affect the remedies available depending on the circumstances, but nothing in this policy excludes your statutory rights.
Delivery
Customers should check their order as soon as reasonably possible following delivery and notify us promptly if there are any missing, incorrect or visibly damaged items.
Important Notice
By placing an order with Fencing Factory, you acknowledge that timber is a natural material and that variations in colour, shade, grain, knots and appearance are expected.
FAQ & Support
