Returns, Refunds & Terms and Conditions
Last updated: 27 August 2026
We want you to be delighted with your WoodBlocX order. If something is missing, damaged or faulty, or you need to return an eligible item, our team is here to help.
Nothing in these terms limits or excludes any rights you have under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Faulty or damaged items
We take quality control seriously, but occasionally a component may arrive damaged or develop a fault. If this happens, please contact us as soon as reasonably possible and provide your order number and, where helpful, photographs showing the problem.
Request replacement or missing parts
If goods are faulty, damaged or not as described, your statutory rights apply. Depending on the circumstances, these may include a repair, replacement, price reduction or refund. Consumers may also have a short-term right to reject faulty goods within the period provided by law.
Where an item is faulty or has been supplied incorrectly, we will meet the reasonable cost of returning it where we require it to be returned.
Missing parts
Please check your components against the parts listed in your layer-by-layer building instructions before starting your build.
If anything is missing, please use our missing-parts form and provide your order number. This helps us identify and dispatch the correct components as quickly as possible.
Changing your mind
If you are a consumer who buys eligible goods online or by telephone, you will normally have a legal right to change your mind and cancel the contract within 14 days after receiving the goods, without having to give a reason.
If an order contains multiple goods delivered on different days, the cancellation period may run from receipt of the final item where required by law.
You must tell us clearly that you wish to cancel within the applicable cancellation period. You can do this by contacting our customer service team.
After notifying us of cancellation, eligible goods must normally be returned to us within 14 days.
Made-to-measure and personalised products
The statutory right to cancel for a change of mind does not apply to certain categories of goods, including goods genuinely made to a customer's specifications or clearly personalised.
Some WoodBlocX designs are produced specifically from measurements or specifications supplied or approved by the customer. Where the legal exception for made-to-measure or clearly personalised goods applies, we will make this clear where appropriate before the order is concluded.
This exception only relates to cancellation because you have changed your mind. It does not affect your rights if goods are faulty, damaged, incorrectly supplied or not as described.
Condition of change-of-mind returns
You may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in much the same way as you could in a shop.
If goods have been handled beyond what is reasonably necessary and this reduces their value, we may make a deduction from the refund to reflect that reduction in value where the law allows us to do so.
Because WoodBlocX orders are generally delivered as palletised goods, please keep the pallet and packaging until you are satisfied with your order wherever reasonably possible.
Cost of returning change-of-mind goods
Unless we agree otherwise, customers exercising a statutory change-of-mind cancellation right are responsible for the direct cost of returning the goods to us.
Palletised WoodBlocX orders can be expensive to transport. Please contact us before arranging a return and we can discuss suitable collection or return arrangements with you.
If we arrange collection on your behalf, we will tell you the collection cost before arranging it and, where legally permitted, may deduct that cost from your refund.
Refunds for change-of-mind cancellations
Where the statutory cancellation right applies, we will refund the payments we are legally required to refund, including the cost of our least expensive standard delivery option where a separate delivery charge was paid. Additional amounts paid for premium or enhanced delivery do not have to be refunded beyond the standard delivery amount.
We will make the refund without undue delay and, where the law allows, no later than 14 days after we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
How to arrange a return
To discuss a return, please contact:
WoodBlocX Customer Service
Telephone: 0800 389 1420
Email: [email protected]
Please provide your order number and details of the items you wish to return. If the goods are damaged or faulty, photographs may help us resolve the issue more quickly.
Terms and Conditions of Sale
1. About us
This website is operated by WoodBlocX Limited, a company registered in Scotland under company number SC428120.
Our trading address is:
WoodBlocX Limited
Munro Sawmills
Old Evanton Road
Dingwall
Ross-shire
IV15 9UN
Scotland
United Kingdom
VAT number: 139085303
Telephone: 0800 389 1420
Email: [email protected]
2. These terms
These terms apply to goods purchased from WoodBlocX Limited through our UK website or otherwise directly from WoodBlocX Limited.
Please read them before placing an order. By placing an order you agree to these terms.
If you are a consumer, nothing in these terms affects rights or remedies provided to you by law. If there is any conflict between these terms and a statutory consumer right that cannot legally be excluded, the statutory right will apply.
3. Ordering from us
Our website will guide you through the ordering process. Please check the details of your order carefully before submitting it, particularly dimensions, design choices, billing information, delivery address, telephone number and email address.
After you place an order, we will send an acknowledgement or confirmation electronically. A contract between you and us is formed when we accept your order.
We may decline or cancel an order before acceptance, for example because a product is unavailable, we cannot deliver to the requested location, there is an obvious pricing or description error, payment cannot be authorised or we reasonably suspect fraud or misuse.
If we cannot accept an order for which you have already paid, we will refund the relevant amount.
4. Designs, dimensions and customer information
WoodBlocX products may be selected from standard designs, configured using our online tools or produced from a design based on measurements and information supplied by you.
You are responsible for checking that measurements, dimensions, site information, ground conditions and other information you provide to us are accurate.
Where we send you a design, drawing, specification or quotation for approval, you should check it carefully before placing or approving your order.
WoodBlocX is a modular timber product. Timber is a natural material and reasonable variations in grain, texture, knots, colour, surface appearance, moisture content and weathering are normal and are not necessarily defects.
Images displayed on our website are for illustration and colours may vary depending on timber characteristics, lighting and your display.
5. Prices and payment
Prices will be shown in pounds sterling and will state whether VAT and delivery are included or charged separately. The price payable will normally be the price shown when your order is placed.
We take reasonable care to ensure prices are correct. If we discover an obvious pricing error before fulfilling your order, we may contact you and give you the option to continue at the correct price or cancel the order.
Payment must be made using one of the payment methods offered during checkout or otherwise agreed with us.
6. Product availability and reasonable changes
All orders are subject to availability.
We may make minor changes to products where necessary to comply with legal, safety, manufacturing or technical requirements or where the change does not materially reduce the product's quality or functionality.
If a material change is required after you have ordered, we will contact you where appropriate.
7. Delivery
We deliver WoodBlocX orders to the address specified when your order is placed. Our normal deliveries are palletised and are generally made on a kerbside delivery basis.
Further information about delivery access, pallet delivery, delivery areas and current delivery arrangements is available on our Delivery Information page.
Delivery dates and lead times provided before or after ordering are estimates unless we have expressly agreed a guaranteed delivery date with you.
We are not responsible for delays caused by events outside our reasonable control, but if a significant delay occurs we will contact you and explain the options available.
Please ensure that the delivery address is accessible for the type of delivery vehicle required and tell us before delivery about material access restrictions.
For consumer orders, responsibility for accidental loss of or damage to goods normally passes to you when you, or a person identified by you, takes physical possession of them, subject to applicable law.
8. Checking your delivery
We recommend checking your delivery and comparing the components with your layer-by-layer instructions before beginning construction.
Please tell us as soon as reasonably possible about visible transport damage or missing components so that we can investigate and resolve the issue quickly.
Failure to identify a problem immediately on delivery does not remove any statutory consumer rights you may have.
9. Cancellation before delivery
If you wish to cancel an order before it has been delivered, contact us as soon as possible.
Your legal right to cancel will depend on the type of product and circumstances. In particular, the statutory change-of-mind cancellation right may not apply to goods genuinely made to your specifications or clearly personalised.
Where an order can be cancelled, we will explain any return or collection arrangements that apply. Nothing in this section restricts a statutory cancellation right.
10. Consumer cancellation rights after delivery
Where the Consumer Contracts Regulations apply and no statutory exception applies, consumers normally have 14 days after receiving goods to notify us that they wish to cancel for a change of mind.
The detailed return and refund arrangements are set out in the Returns section above.
11. Faulty goods and consumer rights
We are under a legal duty to supply goods that conform with the contract. For consumers, goods must meet the standards required by the Consumer Rights Act 2015, including being of satisfactory quality, fit for any particular purpose made known to us where applicable, and as described.
Consumer remedies for goods that do not conform with the contract may include the short-term right to reject, repair or replacement, a price reduction or a final right to reject, depending on the circumstances and the time that has passed.
Nothing in any WoodBlocX warranty or commercial guarantee replaces, limits or reduces these statutory rights.
12. WoodBlocX commercial guarantee
Certain WoodBlocX products are supplied with a commercial guarantee, currently advertised on relevant products as a 15-year guarantee or lifespan commitment where the applicable installation and product conditions are followed.
The specific scope, duration, conditions and exclusions applying to a commercial guarantee are those stated for the relevant product or guarantee at the time of purchase.
A commercial guarantee is provided in addition to your statutory rights and does not affect those rights.
Please retain your order confirmation or other proof of purchase, as this will help us locate your order and deal with any guarantee claim.
13. Installation and site conditions
Please follow the layer-by-layer instructions and any installation, ground preparation, drainage, bracing, lining or fixing guidance supplied with your WoodBlocX structure.
You are responsible for ensuring that the proposed location is suitable for the structure and that any necessary ground preparation, drainage and site works are completed appropriately.
For retaining structures, ponds, structures near buildings or boundaries, unusually high structures, commercial installations or other safety-critical applications, you should obtain appropriate professional advice where required.
We are not responsible for problems caused solely by failure to follow installation instructions, unsuitable site conditions, unauthorised alterations, misuse, neglect or normal wear and weathering, except where applicable law provides otherwise.
14. Third-party installers and consequential costs
WoodBlocX does not recommend arranging contractors or irreversible site works solely in reliance on an estimated delivery date.
If you use a third party to install your WoodBlocX order, we recommend checking the delivery is complete and suitable before committing to installation costs.
Nothing in these terms excludes or limits liability where it would be unlawful for us to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights that cannot be excluded.
15. Our responsibility to consumers
If we fail to comply with these terms, we are responsible for loss or damage that is a foreseeable result of our breach of contract or our failure to use reasonable care and skill, subject to applicable law.
We are not responsible for loss or damage that was not reasonably foreseeable when the contract was made.
Goods supplied to consumers are intended primarily for private use unless otherwise agreed. Different provisions may apply where goods are purchased wholly or mainly for business purposes.
16. Business customers
If you purchase goods wholly or mainly for purposes relating to your trade, business, craft or profession, you are a business customer rather than a consumer.
Mandatory consumer rights described in these terms do not apply to business purchases where the relevant legislation does not apply to business customers.
Nothing in these terms excludes liability that cannot lawfully be excluded. Any specific quotation, credit terms or written commercial agreement agreed between WoodBlocX and a business customer may contain additional terms.
17. Events outside our reasonable control
We will not be responsible for delay or failure to perform an obligation where this is caused by an event outside our reasonable control.
Examples may include severe weather, fire, flood, transport disruption, interruption to utilities or communications, industrial disputes, government restrictions, import or export disruption or serious failure of essential equipment or suppliers outside our reasonable control.
Where such an event materially affects your order, we will take reasonable steps to minimise the effect and will contact you where appropriate.
18. Intellectual property
Unless otherwise stated, the content of this website, including WoodBlocX designs, photographs, illustrations, text, branding and other materials, belongs to WoodBlocX Limited or is used by us with permission.
You may use materials supplied with your order for the private purpose of assembling and using your WoodBlocX product. You may not reproduce or commercially exploit our website content, designs or other intellectual property without permission except where permitted by law.
19. Personal information
We use personal information in accordance with our Privacy & Cookies Policy.
20. Changes to these terms
We may update these terms from time to time. The terms applying to your purchase will normally be those in force when your contract with us was made, unless a change is required by law or is expressly agreed with you.
21. Governing law and disputes
WoodBlocX Limited is registered in Scotland and these terms are governed by Scots law.
If you are a consumer resident elsewhere in the United Kingdom, you will also retain the benefit of any mandatory protections provided by the law applicable to you, and nothing in these terms deprives you of any right to bring proceedings in a court available to you under applicable consumer law.
We would always prefer to resolve a problem directly. If you have a complaint, please contact our customer service team first and we will try to resolve it promptly.
22. Contact us
If you have any questions about an order, return or these terms, please contact:
WoodBlocX Limited
Munro Sawmills
Old Evanton Road
Dingwall
Ross-shire
IV15 9UN
Scotland
United Kingdom
Telephone: 0800 389 1420
Email: [email protected]
