Terms and Conditions

Welcome to the www.chilternoutdoorliving.co.uk website terms and conditions for use.

These terms and conditions apply to the use of www.chilternoutdoorliving.co.uk and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access www.chilternoutdoorliving.co.uk

Before you place an order, please direct any questions relating to our terms and conditions to sales@chilternoutdoorliving.co.uk , or call us on 01296 925 745 between 9am and 5pm (Mon-Fri). Please note that all calls to our Customer Services Representatives will be charged at the local rate (BT users only, other network charges may vary).

Definitions

"Conditions" means these terms and conditions and privacy policy and the Special Conditions; "Product" means a product displayed for sale on the Website; "Product Description" means that part of the Website where certain terms and conditions in respect of the individual Product are provided; "Special Conditions" means the terms and conditions in the Product Description; "Users" means the users of the Website collectively; "Personal Information" means the details provided by you on registration; "We/us" means Chiltern Living; "Website" means the website located at www.chilternoutdoorliving.co.uk. or any subsequent URL which may replace it; "Cookies" means small text files which our website places on your computer's hard drive to store information about your shopping session and to identify your computer; "United Kingdom" means England, Wales, Scotland, Northern Ireland and the Channel Islands and "You" means a user of this Website.

Access

You are provided with access to the website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.

Registration

You warrant that:

The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and

You will notify us immediately of any changes to the Personal Information by contacting our Customer Service Representatives by e-mail, or calling us on 01296 925 745 between 9am and 5pm (Mon-Fri).

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

Indemnity

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the conditions by you or any other liabilities arising out of your use of www.chilternoutdoorliving.co.uk, or the use by any other person accessing the website using your shopping account and/or your Personal Information.

Our Rights

We reserve the right to:

Modify or withdraw, temporarily or permanently, chilternoutdoorliving.co.uk (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or change the Conditions from time to time, and your continued use of chilternoutdoorliving.co.uk (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using www.chilternoutdoorliving.co.uk

Third Party Links

To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

Recommendations

When you use chilternoutdoorliving.co.uk, you'll see that we offer you recommendations, showing products we think you might like and could perhaps miss when you're browsing the site.

We take reasonable care to ensure our recommendations are in line with your behaviour as a customer at chilternoutdoorliving.co.uk. Details of the products we recommend – such as price – are correct at the time recommendations are originally made to you, but can be subject to change without notice.

Privacy Policy

We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.

When you shop at chilternoutdoorliving.co.uk, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password. We may also collect, and our third party providers of advertisements and content may collect, information about where you are on the internet (e.g. the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website ("User Information"). We may collect this information even if you do not register with us.

You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service, or be used to present you with www.chilternoutdoorliving.co.uk products which are relevant to your browsing history when you visit other websites.

We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:

Processing your orders;

For statistical or survey purposes to improve chilternoutdoorliving.co.uk and its services to you;

To serve website content and advertisements to you;

To administer this website;

If you consent, to notify you of products or special offers that may be of interest to you.

You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.

If you create a shopping account while ordering online you may be given the option to receive information from Chiltern Living by post, e-mail or telephone, about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes, ensure that you tick the appropriate box as you go through the registration process. You may unsubscribe from our contact list at any time by telephoning us on 01296 925 745 9am and 5pm (Mon-Fri).

Your personal Information may be disclosed to other businesses within Chiltern Living and to reputable third parties who will help to deliver your garden furniture order. Chiltern Living requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection and consumer legislation from time to time in place. We will not release your Personal Information to any company outside of Chiltern Living for mailing or marketing purposes.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so.

Cookies are tiny text files stored on your computer when you visit certain web pages. At chilternoutdoorliving.co.uk, we use cookies to keep track of what you have in your basket, and to remember you when you return to our site.

To order products on chilternoutdoorliving.co.uk, you need to have cookies enabled. If you don't wish to enable cookies, you'll still be able to browse the site and use it for research purposes. Most web browsers have cookies enabled, but see managing cookies on your web browser for help to turn them on should you need to.

Please note that cookies can't harm your computer. We don't store personally identifiable information such as credit card details in cookies we create, but we do use encrypted information gathered from them to help improve your experience of the site. For example, they help us to identify and resolve errors, or to determine relevant related products to show you when you're browsing.

Questions regarding this Policy should be directed as follows:

Purchase of Garden Products

Orders

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

Contract Creation and Electronic Contracting

The technical steps required to create the contract between you and us are as follows:

You place the order for your products on chilternoutdoorliving.co.uk by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website.

We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from chilternoutdoorliving.co.uk

As your product is shipped from our warehouse, we will send you a despatch confirmation email.

Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled your order

Non-acceptance of an order may be a result of one of the following:

The product you ordered being unavailable from stock.

Our inability to obtain authorisation for your payment.

The identification of a pricing or product description error.

You not meeting the eligibility to order criteria set out in the main Terms & Conditions.

The contract will be concluded in English.

The details of your specific contract will not be filed by chilternoutdoorliving.co.uk. If you do require any information regarding orders you have placed with chilternoutdoorliving.co.uk please write to us at the following address:

Contract Cancellation Under the Distance Selling Regulations

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 14 working days after the day on which you receive the Products.

If you wish to exercise your right to cancel this contract after your order has already been despatched, we will refund the original purchase price but not the delivery charge, provided that you have notified us in writing no longer than 14 working days after the day on which you receive the products, and that you have taken reasonable care of the products and not used them and the goods are returned in the original packaging. Please note that there will be a minimum charge of £25 for goods under a weight of 40kg, over 40kg the charge will be more up to a maximum of £200 for collection of the goods that have been delivered, but you may return goods under your own volition.

Please see our refund policy for further details.

Description of Products

Each Product purchased is sold subject to its product description which sets out additional specific conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

We will take all reasonable care to ensure that all details, descriptions, measurements and prices of products appearing on chilternoutdoorliving.co.uk are correct at the time when the relevant information was entered onto the system. Although we aim to keep chilternoutdoorliving.co.uk as up to date as possible, the information including product descriptions and measurements appearing on chilternoutdoorliving.co.uk at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy.

Intellectual Property and Right to Use

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of chilternoutdoorliving.co.uk shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.

You acknowledge and agree that the material and content contained within chilternoutdoorliving.co.uk is made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

Compliance with Laws

chilternoutdoorliving.co.uk may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding chilternoutdoorliving.co.uk and any transactions conducted on or through chilternoutdoorliving.co.uk.

Limitation of Liability

While we will use reasonable endeavours to verify the accuracy of any information we place on chilternoutdoorliving.co.uk, we make no warranties, whether express or implied in relation to its accuracy chilternoutdoorliving.co.uk is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to chilternoutdoorliving.co.uk, or any transaction that may be conducted on or through chilternoutdoorliving.co.uk including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that chilternoutdoorliving.co.uk will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of chilternoutdoorliving.co.uk. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through chilternoutdoorliving.co.uk.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the products. This does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the conditions for:

any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or

any loss of goodwill or reputation; or

any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the conditions.

Nothing in the conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

Severance

If any part of the conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the conditions and shall not affect the validity and enforceability of any of the remaining provisions of the conditions.

Waiver

No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

Survival

Each provision of the conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Entire Agreement

These conditions govern our relationship with you. Any changes to these conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Chiltern Outdoor Living and you are expected to do. You confirm that, in agreeing to accept the conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these conditions and you agree that you shall have no remedy in respect of any representation. Your statutory rights are not affected by these terms and conditions. Nothing in this clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the conditions.

You will notify us immediately of any changes to the Personal Information by contacting our Customer Service Representatives by e-mail, or calling us on 01296925745 between 9am and 5pm (Mon-Fri).

Law

The conditions shall be governed by and construed in accordance with the laws of England, Wales, Scotland and N. Ireland and you irrevocably submit to the exclusive jurisdiction of the courts of England, Wales, Scotland and N. Ireland.

Activity

Chiltern Living offers for sale cast aluminium, steel, plastic, textilene and rattan garden furniture, BBQ's, pergolas and accessories.

Prices

Prices listed are in GBP and are inclusive of delivery costs and VAT (but exceptions may apply).

The price on your order will be validated by us as part of the acceptance procedure. We try to ensure prices displayed on our website are correct at all times. Should a pricing error arise, we will inform you if a product's correct price is higher or lower than that stated on your order and you may choose to either proceed with or cancel the order.

We will endeavour to match the price of any like-for-like product you find on-line. If you find the same product cheaper elsewhere, please email us at sales@chilternoutdoorliving.co.uk and ask for a price match. This forms our price guard service. Discounted quotations can be requested for bulk or multiple orders and by charities and community organisations.

Payment

Payment is usually by credit or debit card, we accept MasterCard, Visa, Switch, Solo, Delta or Maestro and payment is taken when we receive your order.

The price you pay is the price displayed on this garden furniture website at the time we receive your order (and any applicable additional delivery charges) apart from the following exception.

While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

Chiltern Living is entitled to refuse any order placed by you. All orders that you place on this website will be subject to acceptance in accordance with these terms and conditions.

The checkout stage sets out the final details of your order. Following this, we will send to you an order acknowledgement email detailing the products you have ordered. Please note that this email is not an order confirmation or order acceptance from Chiltern Living.

Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.

You undertake that all details you provide to us for the purpose of purchasing products or services which may be offered by us on our website will be correct, that the credit or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products or services. We reserve the right to obtain validation and verification of the authenticity of your credit or debit card details before providing you with any products or services.

On-line and telephone order payments are processed via our SSL secure payment system.

Availability and Description

All products depicted on our website (as may be varied from time to time) are available for delivery almost everywhere in mainland UK, and by special arrangement to the Channel Islands, Republic of Ireland, Isle of Wight, Isle of Man and the Scottish Highlands & Islands.

All products are subject to availability. If the product you order is unavailable, we may provide you with a substitute of an equivalent quality and price without notice ("Substitute Product"). In the event that we are unable to supply the product or any substitute product to you at all, we shall notify you as soon as possible and shall reimburse your payment in full. We reserve the right not to supply you at our discretion.

Very occasionally products featured on our website may be known by different model numbers or branding names but are in fact the same product as stipulated by the manufacturer, these items may vary cosmetically, sometimes they are identical, we reserve the right to supply these as the products listed on our website. These items will not be classed as substitute products. If you are in any doubt, please speak to us before placing your order.

Please note that all measurements on our products are estimated and are to be used as a guideline only. Please contact our store to confirm the measurements of your set should you have any doubt on the measurements of the product you wish to purchase.

Occasionally manufacturers will update their products, and we reserve the right to supply these to fulfil your order. These will not be classed as substitute outdoor products. Pictures and illustrations are for illustration purposes only and products may occasionally vary in size, shape or colour.

When The Delivery Arrives

Delivery will be deemed as successfully made once the product has arrived at the address specified so long as the product has been signed for or a signed note by the buyer has been left to say that the goods can be left unsigned for. Where goods are required to be signed for, these must be signed for by an adult aged 18 years or more. Products will be deemed your responsibility once they have been received by you, your agent or the intended recipient or a signed note has been left indicating that delivery can be left unattended. Any loss or damage to the products shall then be at your own risk.

In case of delivery to certain locations such as hospitals, airports, hotels, ships and other business premises, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery.

Please note if access for delivery is restricted, please ensure that you inform us when placing your order or in all circumstances prior to dispatch. Failure to do so will result in the delivery being treated as a failed delivery if access is unavailable and may result in a re-delivery charge being applied. If the order is subsequently cancelled for a refund this will be treated as a cancellation under the Distance Selling Regulations 2000 and the original delivery charge will be taken from any refund issued. Should a delivery be refused at the delivery address, and re-requested for another date, we may, at our discretion charge for the second delivery since we met our delivery obligations with the initial delivery attempt. If you refuse an item that is being delivered for any reason when it arrives you must notify us immediately that you have refused delivery and the reason for refusal to sales@chilternoutdoorliving.co.uk, failure to notify us may result in the original delivery charge becoming payable. If delivery is refused because it is decided you no longer require the goods and the order is subsequently cancelled and a refund given the original delivery charge will be taken from the refund before it is issued.

It is the Recipient's responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Shortages must be noted on the consignment note where possible. You should notify us of the shortages within 48 hours of delivery. (Please see Packages/Parcels Missing on delivery section for further information)

It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a package that is damaged and have chosen to accept the delivery, it is important that you sign the delivery note as "damaged". You must notify us of any damage within 48 hours of receipt and we will require photographic evidence of the damage to be supplied to us. We will then arrange to collect and replace your item within the usual time scales as indicated in the terms of delivery or offer an alternative remedy. Signing of the delivery note as 'unchecked' or similar wording' does not waive your right of notification to us for damage. Signing the delivery note as 'unchecked' or similar wording' will be deemed to have be acceptance of the goods as undamaged. We cannot accept claims for damaged goods if the courier has obtained a clean signature or if more than 48 hours after delivery has passed. We cannot process claims for damaged packaging where the contents are undamaged. The function of the packaging is to protect the contents whilst the item is in transit.

If you receive a parcel which is obviously damaged beyond all levels of acceptability, please REFUSE delivery for the item(s) and contact us immediately by email to sales@chilternoutdoorliving.co.uk or telephone us on 01296925745 we can then arrange for the appropriate action to be taken.

Missed and Failed Deliveries

Please note if you have been booked in for a delivery on a specific date, and you are not in to receive your delivery, it will be treated as a missed/failed delivery and may result in a re-delivery charge being applied. Please ensure that you inform us on sales@chilternoutdoorliving.co.uk prior to your delivery date that you will need to re-schedule your delivery for another time as failure to do so may result in a charge. If the order is subsequently cancelled for a refund this will be treated as a cancellation under the Distance Selling Regulations 2000 and the original delivery charge will be taken from any refund issued. Should a delivery be missed at the delivery address, and re-requested for another date, we may, at our discretion charge for the second delivery since we met our delivery obligations with the initial delivery attempt.

If you refuse an item that is being delivered for any reason when it arrives you must notify us immediately that you have refused delivery and the reason for refusal to sales@chilternoutdoorliving.co.uk, failure to notify us may result in the original delivery charge becoming payable. If delivery is refused because it is decided you no longer require the goods and the order is subsequently cancelled and a refund given the original delivery charge will be taken from the refund before it is issued.

Cancellations Before Dispatch

If you wish to cancel your order before dispatch, please email us at sales@chilternoutdoorliving.co.uk. You may cancel your order at any time up until despatch, however in some cases there may be a 20% administration charge. If you cancel your order via telephone before your order has been dispatched your order will be put on hold. You must then confirm your wish to cancel the order in writing via email to sales@chilternoutdoorliving.co.uk. Your order will not be considered cancelled until notification in writing is received and acknowledged.

Cancellations After Dispatch

If you decide to cancel an order after the product(s) have been dispatched and commenced their carriage to you please email us at sales@chilternoutdoorliving.co.uk, we may, at our discretion, charge you for the return carriage of those product(s) which will be deducted from any refund issued. We advise you to check the status of your order before you request cancellation. Any charges will be communicated to you before we confirm the cancellation.

Change of Mind Returns (Cooling Off Period)

You may return any delivered product(s) you have purchased within 14 working days after day of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email to sales@chilternoutdoorliving.co.uk or via the postal system to the address above stating the reason for the return. If you are returning a product for any change of mind reason you must arrange to return the products to us or to our suppliers and you will be responsible for any charges incurred. All returned products must be returned 'as new'; if you have opened the package, you must have done so without damaging or marking the product or packaging. All items will be checked upon return before the relevant action is taken. All items are to be returned within 14 days of cancellation.

Please note you (the customer) have a duty of care to make sure that the items are sufficiently packaged to prevent damage occurring during their return. Failure to ensure this may result in action being taken against you for damaged items. If the item is damaged on arrival at our point of delivery, we will notify you and you may need to make a claim against your carrier. The goods may then be collected from us. We cannot process a refund for goods damaged in transit when sent back to us.

Before you request or arrange the return of a product, please read the information below carefully. Please note that if applicable, all parts must be checked before assembly to make sure they are all there and that you are happy with the quality, once fully assembled has been commenced the purchase price cannot be refunded.

Returns Policy

If You Have Changed Your Mind

If you have received an item that you no longer require, you can send it back to us at your cost. We must be informed within 7 days of your receipt of the order. Once we have received the item(s) back, we will inspect it to ensure that the item is not damaged and when we are happy that the product is re-saleable, we will issue a refund to the value of the product less the delivery fee. Please note that all products returned must be returned in their original packaging and be unused.

If a collection by us is required for unused and undamaged goods there will be a charge – this would be agreed between both parties but the collection charge will be a minimum of £25 GBP for items up to 40kg and £200 GBP for items weighing over 40kg.

Damaged Goods

In the unlikely event you receive a damaged product(s), we must be informed within 48 hours of receipt of the goods. We always require photographic evidence to be provided via email to sales@chilternoutdoorliving.co.uk.

We reserve the right to provide replacement parts(s) or where this is not possible a complete replacement for a damaged product.

Please note that a collection cannot be arranged without a customer signature. This will be arranged at your convenience. You may, on occasion, be asked to dispose of the garden furniture.

Who Pays for the Return Costs?

This depends on the reason for the return. If a product is incorrect, faulty or damaged we will cover the costs of the return and the cost of delivering a replacement. If the product is unwanted, then we will not cover the cost of the return and it is up to you to return the product to us in re-saleable condition. Once we have received the unwanted item back, we will inspect the product to ensure it is not damaged and then issue a refund for the value of the product minus delivery/collection costs.

Which Address Should I Use When Returning an Item?

Credit / Debit Card

A refund to your Credit / Debit card takes between 3 / 5 working days after the refund has been approved.

Please also view our 'FAQs' page.

Structural Guarantee

All cast aluminium and rattan garden furniture are guaranteed for a period of 2 years from the date of full payment against any structural defect resulting from faulty materials or workmanship of the cast aluminium or tubular metal parts, this does not include normal wear and tear (any powder coating or paintwork is guaranteed for 1 year). All plastic or resin patio parts and furniture carry a 2-year manufacturers' structural warranty. The colour of plastic furniture is affected eventually by UV rays and is not covered by our guarantee. All other products e.g., pergolas, gazebos, parasols, bases, weather covers, BBQs, garden lighting, cushions and scatter cushions are guaranteed for 1 year against any structural fault, this excludes colour change. All of our guarantees do not cover any of our garden products used in a contract environment (non-domestic), i.e., in hotels, bars, hostelries, inns, taverns, restaurants, holiday lets, rented accommodation, campsites etc.

After 28 days from purchase, it is the responsibility (this includes both cost and effort) of the customer to return and collect any goods to the address below in the event of a guarantee claim. In the event of any claim the customer must provide proof of purchase in the form of the original sales invoice or the payment method.

Our guarantees are only applicable to private individuals who purchased goods for domestic use. Where the goods are used other than for domestic purposes, including without limitation, communal use and/or commercial use, our guarantees will not apply. Our guarantees shall not apply to persons acquiring goods second hand or at auction.

Our 2-year structural guarantee does not include cover against moving parts (mechanisms, castors, drawers, upholstery) which can deteriorate with use. These parts are guaranteed for 1 year against failure during normal domestic use.

FREE items do not qualify for any guarantee.

e.g., If you get a FREE product(s) with any Chiltern Living offer, this free product(s) will not be subject to any guarantee or warranty.

Product Use and Care Advice

All parasols, pergolas, gazebos and sunshades must be correctly secured before use. Also, these garden products should never be left up in windy or inclement weather conditions. These products are not covered by our guarantee if damaged because of incorrect fixing or bad weather.

Any parasol that is returned will be sent to the manufacturer for a cause of damage assessment, if the reason for the damage is in dispute.

Rattan furniture whether natural or synthetic is hand woven with fibre strands. Occasionally there may be strand ends that appear whilst rattan furniture is in use. This is not a fault and can be easily rectified by reworking the strand so that the end is tucked back within the frame or weave. If this problem persists, please email your comments and a photograph to sales@chilternoutdoorliving.co.uk and we will be able to help.

Painted cast aluminium, if scratched or chipped should be touched up in with hammerite paint to prevent oxidisation – aluminium cannot rust but a white oxide will form – if this is not repaired the oxide will spread under the powder coating which will eventually cause flaking.

As all of our hand cast aluminium furniture is handmade, due to the hand casting process there may be from time to time, slight variances in the finish of individual products.

Cushions

All cushions are supplied with a one-year manufacturers guarantee as standard. Chiltern Living cannot be held responsible for cushion fabrics and filings which have been damaged or marked by being left outside in wet conditions or stored incorrectly.

Our cushions are designed for indoor and outdoor use and resistant to light showers. To maintain appearance and shape we recommend you store cushions inside when not in use. Covers can be easily cleaned by gently washing them in warm water and mild detergent. The UV protective coating on the covers will protect against fading. However, prolonged exposure to direct sunlight will eventually cause the material to fade. Strong cleaning agents such as bleach can corrode the coating down and thus cause damage to the covers. We strongly recommend strong cleaning agents are NOT used when cleaning cushions or furniture fabric.

Rattan Weave and Frame

All framework is constructed of powder coated seamless welded aluminium. This is not only strong but offers greater resistance to corrosion and requires little maintenance. Our rattan is hand woven and is resistant to fading from UV light. It is easily maintained with mild detergent and a damp cloth. The use of a pressure washer can be used to remove stubborn dirt. Over time some strands may become loose, they can be tucked back in and restore your furniture to its original condition.

Tables and Glass Tops

We only use tempered glass that complies with UK safety regulations. Bleach or other corrosive or abrasive cleaning agents can damage the glass, as such, we recommend against the use of such products. We recommend where at all possible try to position your table where it is not exposed to direct sunlight. We also recommend the use of table coverings (e.g., tablecloths, mats, coasters) if the table is exposed to direct sunlight. Avoid leaving glass tableware (glasses, dishes etc.) on glass tables in prolonged sunlight which could result in damaging the weave, which would invalidate your warranty on this part of the set. We again recommend using place mats or a table cloth in extreme sunlight conditions. Do not place heavy or sharp objects on the table top which can also cause undue stress to the glass surface. Although the glass is scratch resistant it is, however, vulnerable to direct heat as this can cause problems. The rattan under the glass will sag when heat is applied, this is designed to do this and once cooled it will return to shape. By using a parasol, you can limit the amount the rattan warps in direct sunlight, creating shade can prevent excessive sagging. To protect your furniture's longevity we strongly recommend when not in use all furniture should be covered by the appropriate weather cover

Cushion Boxes

Whilst our cushion boxes are the perfect way of storing your cushions, and can be used with the weatherproof cover, we do not recommend that cushions or any fabric items be left indefinitely in the boxes in outside areas. To preserve the quality and integrity of cushions/fabric items we do recommend that they are periodically taken out and aired, also that when experiencing extremes of temperature, that your cushions/fabric items are stored in a warm, dry, ventilated area.

General

We may assign, transfer, or subcontract any or all of our rights and obligations under these terms and conditions at any time.

We may alter these terms and conditions from time to time and post the new version on our website, following which all use of our website will be governed by that current version. You must check the terms and conditions on the website regularly or on each visit to our site.

These terms and conditions together with the privacy policy, any order form and payment method instructions, if any, are the whole agreement between you and us. If any provision or terms of these terms and conditions shall become or be declared illegal, invalid or unenforceable for any reason whatsoever, such term or provision shall be divisible from the other terms and conditions and shall be deemed to be deleted from them. These terms and conditions and your use of our website are governed by English law and you submit to the non-exclusive jurisdiction of the English court. Except in respect of a payment obligation, neither you nor Chiltern Living will be held liable for any failure to perform any obligation to the other due to causes beyond your or Chiltern Living respective reasonable control. Failure or delay by either party enforcing an obligation or exercising a right under these Terms and Conditions does not constitute a waiver of that obligation or right.

These terms and conditions do not confer any rights on any person or party (other than you and/or us) pursuant to the Contracts (Rights of Third Parties) Act 1999. Please note that our website is available only to individuals that can form legally binding contracts under applicable law. You must be over 18 years to purchase the Products, using the payment methods displayed on our website. If you do not qualify you may not use our website.

Chiltern Living shall be under no liability for any delay or failure to deliver products or otherwise perform any obligation as specified in these terms and conditions if the same is wholly or partly caused whether directly or indirectly by circumstances beyond its reasonable control.

Notwithstanding the any of above, Chiltern Living's liability (whether in contract, tort or otherwise) for loss or damage shall in any event be limited to a sum equal to the amount paid or payable by you for the product(s) in respect of one incident or series of incidents attributable to the same cause. This of course does not affect your statutory rights as a consumer and does not affect your contract cancellation rights.

All items bought by companies or individuals for trade or resale purposes will not have any warranty other than that provided by the original manufacturer.

Chiltern Living.

12/12/2025

All prices are in GBP. Copyright 2025 Chiltern Living.