Terms and Conditions

Last updated: 19th November 2025

1. About Grovewood

Grovewood Gates (“Grovewood”, “we”, or “us”) is a sole-trader woodworking business operated by Benedict Wilkins, trading as Grovewood Gates. The workshop is based in Shropshire, UK, and produces made-to-order wooden gates, log stores, and other timber products.

Business Name: Grovewood Gates
Legal Entity: Benedict Wilkins (sole trader)
Registered / Correspondence Address: 29 Paradise, Coalbrookdale, Telford, Shropshire, TF8 7NP, United Kingdom
Workshop Address: (available on request for deliveries or collections)
Email: contact@grovewoodgates.co.uk
Phone: 01952 327350

2. Ordering Process

Orders can be placed directly through the website or via email if booking the installation service. When an order is placed, you will receive an order confirmation summarising the details. For made-to-measure items, production will only begin once all required sizes or specifications have been confirmed following a review of your order details.

2.1 Website Information & Accuracy

While we take care to ensure all product descriptions, pricing, and measurements displayed on the website are accurate, occasional errors may occur.

If an error is discovered, we reserve the right to correct it and either:

  • allow you to continue with the order at the correct details/pricing, or

  • cancel the order and issue a refund if payment has already been made.

Images and 3D renders are for illustration and guidance only, and timber grain, colour, stile tops, chamfer details, and brace configuration may vary slightly in the finished product.

3. Made-to-Order Products

Most Grovewood products are made to order, including:

  • Wooden gates (all designs)

  • Log stores

  • Outdoor play kitchens

  • Bespoke timber items

Under UK Consumer Contract Regulations, custom-made items are exempt from standard cancellation and return rights, even “standard size” items, because they are still manufactured specifically for the customer. However, Grovewood allows a short cancellation period, see 3.1 Cancellation Window.

3.1 Cancellation Window

Orders may be cancelled within 24 hours of purchase, provided that production has not begun. Once work has started, orders cannot be cancelled or refunded.

4. Payment Terms

4.1 Online Orders

Payment is taken in full at checkout using:

  • Debit/credit card (via Stripe)

  • Apple Pay (if enabled)

  • PayPal (if enabled)

All payments are processed securely by third-party providers. Grovewood does not store card details.

4.2 Installation Bookings
For installation work, a deposit is required to secure the booking and cover material costs. The standard deposit is 50% of the total quoted amount, with the remaining balance due on completion of the installation. Deposits may be paid by bank transfer, cash, or card payment via Stripe or a third-party invoicing platform. The deposit becomes non-refundable once materials have been purchased or work has begun. Before installation, Grovewood will assess the site as accurately as possible; however, unforeseen ground conditions or structural issues can sometimes arise. If this happens, any adjustments to the installation method or cost will be discussed with you beforehand and agreed prior to continuing.

5. Lead Times

All items are handmade. Lead times vary depending on season, workload, and supply availability. Estimated lead times may be shown on the website (e.g., announcement banner). A more accurate completion estimate will be given at the time of ordering. Customers will be notified if delays occur.

6. Delivery

6.1 Local Delivery

Local deliveries within Shropshire and nearby areas are typically carried out by Grovewood, although specialist third-party partners may be used where appropriate. Delivery charges vary depending on distance and access.

6.2 Nationwide Delivery

Nationwide orders are delivered using trusted third-party carriers that specialise in handling large and heavy items. All gates are fully wrapped with edge protection before dispatch.

6.3 Delivery Access

It is the customer’s responsibility to ensure the delivery location is accessible and safe to operate within.

Drivers may assist with unloading, but they will not:

  • install gates or products

  • carry items long distances unless arranged in advance

  • remove and dispose of packaging or any other materials

6.4 Damage in Transit

All items should be checked upon delivery. If any visible damage is present, please photograph it immediately while the driver is still on site and note it with them if possible. For concealed damage, items must be fully unwrapped and inspected within 24 hours of delivery. Any damage must be reported to Grovewood within this 24-hour period, along with clear photographs. Reports made after this timeframe may not be eligible for replacement due to carrier claim limitations. Installed products cannot be claimed as transit damage.

7. Risk & Ownership

Risk passes to the customer once the item has been delivered. Ownership transfers only once payment has been received in full.

8. Returns & Refunds

8.1 Made-to-order products

Because all products (including “standard sizes”) are made to order, returns or refunds cannot be accepted unless the item is faulty.

8.2 Faulty, Defective, or Damaged Items

If an item is faulty due to a manufacturing error, it will be repaired or replaced at no cost.

Not covered:

  • damage caused by incorrect installation (when not installed by Grovewood)

  • damage caused by misuse, neglect, or failure to follow aftercare guidance

  • incorrect measuring by the customer

  • weather-related movement or natural timber behaviour

  • structural changes or ground movement after installation

  • transit damage (see Section 6.4)

9. Installation Service (If Purchased)

Grovewood offers a local gate installation service across Shropshire and surrounding areas.

9.1 Service Includes

  • Site visit for measuring and assessing fixing points, ground levels, and overall suitability

  • Advice on clearances, opening direction, and installation best practices

  • Installation carried out using appropriate fixings, tools, and materials

  • Hanging and adjustment of the gate for correct alignment and smooth operation

  • Fitting of agreed hardware (hinges, latches, handles, etc.)

  • Final walkthrough on completion to ensure you are happy with the installation

9.2 Payment & Important Notes

  • A 50% deposit is typically required to secure an installation booking

  • The remaining balance is due on completion, unless otherwise agreed

  • Installation is subject to a prior site visit and confirmation of all details

  • While every effort is made to assess the site accurately, unforeseen issues (e.g., deep concrete, hidden obstructions, unstable walls, roots, excavation difficulty, or additional materials required) may affect the final cost

  • Any adjustments to cost will always be discussed and agreed before work proceeds

9.3 Liability During Installation

Grovewood holds Public Liability Insurance for work carried out during installation.

Grovewood is not responsible for:

  • pre-existing structural issues with walls, pillars, posts, or ground

  • hidden underground obstacles unless disclosed

  • issues arising after installation due to ground movement, wall movement, or subsidence

  • damage caused by incorrect use, lack of aftercare, or modifications made after installation

10. Aftercare

Grovewood will provide guidance on maintaining the product and preserving its finish.

This guidance should be followed to ensure maximum longevity.

Timber is a natural material and may experience:

  • expansion

  • shrinkage

  • minor warping or twisting

  • small shakes or cracks

These are normal and not considered faults.

11. Liability

Grovewood is not liable for:

  • Incorrect measurements supplied by the customer

  • Issues arising from poor ground conditions or unsuitable or unstable walls

  • Damage caused by third-party installers or installations by customers

  • Loss or damage to property during delivery if adequate access wasn’t available

  • Consequential loss, loss of earnings, or business interruption

  • Weather-related movement or natural timber behaviour

12. Timber Characteristics & Tolerances

Timber is a natural material. As such:

  • slight variations in colour, grain, and appearance are normal

  • dimensional tolerance of ±10mm may occur during machining

  • brace angle or configuration may vary slightly if required for structural reason

  • images and renders are for guidance only

Such variations are not faults and do not affect the performance or strength of the product.

12. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales.