Sales & Services Disclaimer
Last Modified 25/01/2024
Section 1: Stripping & percevied outcomes
• All doors, furniture & architectural item are priced and sold “as seen”. any further work, ie, resizing, sanding, finishing etc.. is classed as “further work” and is chargeable. You will be informed of any additional charges at or before the time of purchase.
• Any item sold that then has any “further work” carried out to it is then deemed to be bespoke and all of the below will apply.
• All “further work” will be priced individually to the purchase price (but on the same invoice in some cases). This includes, but is not limited to - stripping, resizing, sanding, finishing etc…
• The customer is responsible for supplying BTTG with any measurements and we will assume that all sizes given are correct. BTTG will not take any responsibility for any incorrect sizes given to us by the customer or customers builder/carpenter. We will not offer refunds on any items where the customer or customers builder/carpenter has incorrectly measured.
• BTTG offer a service to come and take any measurements and this is a chargeable service. We will then be responsible for the item being made to the correct size. In the rare event of a mistake by BTTG while sizing any item we can only refund on the “further work” portion of the cost and not the initial purchase price of the item as all items are initially sold “as seen” with the “further work” as an additional service. This is unless damage is caused to the item originally purchased.
• We will rectify any issues that may arise from the “further work” carried out by BTTG ONLY if we deem the fault to be our own.
• providing you with technical information and responding to any customer service issue you may have;
(ie, if we have resized a door to measurements that we have taken incorrectly we will rectify this free of charge, but, if we resize a door to the measurements given to us by the customer or the customers on-site builder/carpenter and the measurements are incorrect, we are not liable to rectify free of charge and are within our rights to charge for the rectification).
• When having an item “finished” ie, waxed, stained, varnished or painted we can try to colour match to the customers specifications.
• we cannot guarantee an exact colour match and we will advise on the expected outcome.
• The actual finish may differ to that required by you or advised by us. We cannot be held responsible for not getting an exact match, but we will get as close as we possibly can.
• If any items sold by BTTG either “as seen” or having had “further work” carried out to it by us and are then further altered by the customer or the customers builder/carpenter we are not responsible for the item and cannot offer any refund or free rectification.
• Section 2: Distance selling
• Any item sold via the online store on our website (www.backtothegrain.co.uk) are classed as “distance sold” items.
• Items sold via our online store are still under the jurisdiction of the above points but with some additional rules.
• Please view the terms & conditions regarding “distance selling” by clicking here.
• Section 3: Bespoke items
• Any item that BTTG have been tasked to make from scratch either to a or not to a specification is deemed to be bespoke.
• The customer is responsible for supplying BTTG with any measurements for bespoke items and we will assume that all sizes given are correct. BTTG will not take any responsibility for any incorrect sizes given to us by the customer or customers builder/carpenter. We will not offer refunds on any items where the customer or customers builder/carpenter has incorrectly measured.
• Any item sold “as seen” that then has any “further work” carried out to it is then deemed to be bespoke and all of section 1 will apply.
• BTTG will advise on the end result of any bespoke item. BTTG will make the bespoke item, to the best of our ability, to the specification laid out by the customer.
• If the customers specification changes at any point during the process BTTG hold the right to add additional costs to cover these changes. BTTG will inform the customer of any additional charges before any further work is carried out.
• A deposit of at least 50% of the total bill will be taken before any work is carried out to all bespoke items. As this is non-returnable, BTTG hold the right on whether or not we return a deposit on cancellation of an order once the work has begun.
• Section 4: Expected outcomes & advice
• We will offer advice as to the expected outcome of any items that have “further work” carried out to them.
• This is advice only and should be treated as such.
• BTTG accept no responsibility to the actual outcome (apart from resizing) due to the nature of dealing with a natural material.
• When having items stripped, BTTG can only advise as to what the item is made of or will look like once stripped. We cannot take responsibility if the customer simply does not like the look of their items and all costs on work carried out is still payable.
• When we have applied finishes such as (but not limited to) - varnish/wax/paint/stains etc.... there is a possibility that there will be a lingering smell that these products give off while the item/s dry and settle for a short period of time. We try to use non-toxic products where possible especially on internal items but these non-toxic product can still give off a smell for a period of time. We advise the practice of clean airflow to help reduce & clear these odours.
• Section 5: Completion of work
• On completion of any work carried out by BTTG delivery or collection will be arranged by email or telephone correspondence.
• Any items sold by BTTG must be paid for in full before delivery/customer collection is made.
• Any services or "additional work" carried out by BTTG on completion must be paid for or settled in full before customer collection/delivery is made.
• Delivery of all items is subject to a cost that is dependent on the customers location and can be given on request.
• Once delivered BTTG cannot be held responsible for any damage caused to any item, either sold or bespoke, due to (but not limited to): misuse, abuse, age, natural occurrences like (but not limited to): direct sunlight, items being kept in a cold/hot environment or natural disaster.
• If any of the above do occur, BTTG reserve the right to charge for any services rendered to correct any damage that may arise.
• BTTG can advise on the best environment for any item sold but this is advice only and should be treated as such (see section 4)
• BTTG can rectify any issues to to any of the above points but we will charge for any after-sale work to be carried out.
• BTTG will rectify problems free of charge that arise solely if that problem is caused by BTTG and ONLY before any work is carried out by a third party carpenter/builder.
• BTTG and its staff will be respectful and careful in customers premises but;-
• Due to most items sold or bespoke being of heavy/large/awkward construction, BTTG will not be held responsible for any damage caused to customers interiors, furnishings or household items.
• Unfortunately, due to the nature of moving these items around, it may not be safe for BTTG staff to remove their shoes in a customers home as this could cause slips or trips to occur.
• When on-site, BTTG staff will still adhere to safety standards and steel toe-capped shoes are essential in protecting feet if one of these items is dropped.
• While BTTG staff will be careful, we cannot assume responsibility for dirtied carpets where it is safest to keep shoes on.
• How to contact us
If you have any general questions about our sales and services you can contact us at;
Back To The Grain Ltd,
Brook Street,
Lewes,
East Sussex,
BN7 2BA.
United Kingdom
Mon to Fri: 8am to 5pm ~ Sat: 9am to 1pm
Last Modified 25/01/2024