Terms of service

Woodlark Terms of Sale

These terms apply to every order placed on woodlarkgardenluxury.co.uk from 12 November 2026. Orders placed before then are covered by the terms that applied when you ordered. Your statutory rights are not affected.

1. About us

1.1 Woodlark Garden Luxury is a trading name of Woodlark Ecommerce Ltd, a company registered in England and Wales under company number 14266822. Our registered office is Unit 7157, 5 Brayford Square, London E1 0SG. Our VAT number is GB 426 6322 05.

1.2 You can contact us at sales@woodlarkgardenluxury.co.uk or on 020 3835 8311. If we need to contact you, we will use the email address or telephone number you gave with your order.

1.3 These terms apply to consumers buying for personal use. If you are buying for a business, please ask for our trade terms.

2. Our products

2.1 We take care to show our products accurately, but colours on screen vary, and natural materials such as cast stone, timber and stone vary in tone and texture from piece to piece. Small variations of this kind are not a fault.

2.2 Dimensions and weights are approximate. Please check the product page and dimension drawing before ordering, particularly for access, fitting and planning.

2.3 Some products are made to your measurements or specification, such as pergolas configured to size. These are described as made to measure on the product page or in your quotation, and different cancellation rules apply to them (clause 7.10).

3. Orders

3.1 Our acceptance of your order takes place when we email you to confirm it is being processed, at which point a contract exists between us. The automatic order confirmation is not acceptance.

3.2 If we cannot accept your order, for example because of a stock shortage, a pricing error or an address we cannot deliver to, we will tell you and refund any payment in full within 14 days.

3.3 If a product sells out after you order, we will contact you before dispatch. You may wait for our next delivery, switch to another product, or cancel for a full refund.

4. Prices and payment

4.1 Prices are in pounds sterling and include VAT at the current rate. Delivery charges, if any, are shown at checkout before you pay.

4.2 If we discover an obvious error in the price of a product you have ordered, we will contact you before dispatch. You may confirm the order at the correct price or cancel it for a full refund. We are not obliged to supply at an obviously incorrect price.

4.3 We take payment when you place your order. Products remain our property until we have received payment in full.

5. Delivery

5.1 Delivery is free to mainland England, Wales and Scotland, unless the product page or checkout says otherwise. Free delivery does not cover the Scottish Highlands and Islands, offshore islands, Northern Ireland, the Isle of Man or the Channel Islands. These are postcodes AB31 to AB38, AB44 to AB56, FK17 to FK21, HS, IV, KA27 to KA28, KW, PA20 to PA49, PA60 to PA78, PH4 to PH50, ZE, PO30 to PO41 (Isle of Wight), TR21 to TR25 (Isles of Scilly), BT, IM, JE and GY. Please ask us for a quotation before ordering. If an order is placed for delivery to one of these areas, we will contact you with the delivery charge before dispatch, and you may pay it or cancel for a full refund.

5.2 The expected delivery time is shown on each product page. We will deliver within 30 days of accepting your order unless we agree a different date with you. If we expect to miss the time shown, we will tell you promptly and you may cancel for a full refund.

5.3 Delivery is kerbside. The driver will unload at the nearest accessible point at the front of your property, usually a driveway, but will not carry items inside, upstairs or into the garden. Larger items arrive on a pallet, so please have help available.

5.4 Please tell us at checkout about anything that may affect delivery, such as narrow access, steps, restricted parking or weight limits. If delivery fails because no one is available at the agreed time, or access is not as described, we may charge the direct cost of a second attempt.

5.5 Please check your delivery for visible damage before signing. If the packaging is damaged, note it on the driver's paperwork and tell us within 48 hours with photos. This helps us resolve the claim with the carrier quickly; it does not reduce your rights under clause 8.

5.6 Products are your responsibility from the time they are delivered to you or to someone you nominate.

5.7 Optional services such as two-person delivery, assembly or rubbish removal are shown and priced at checkout, and carried out on the day of delivery.

6. Your right to cancel

6.1 You may cancel your order at any time before it is dispatched, for a full refund.

6.2 After delivery, you may cancel for any reason within 30 days of the day after you, or someone you nominate, receive the goods. If your order arrives in several deliveries, the 30 days run from the day after the last delivery. This is longer than the 14 days the law requires.

6.3 To cancel, tell us clearly by emailing sales@woodlarkgardenluxury.co.uk, or use the model cancellation form at the end of these terms. You do not have to give a reason.

6.4 This right is in addition to your rights if goods are faulty, damaged or not as described (clause 8). Some goods cannot be cancelled once ordered (clause 7.10).

7. Returns and refunds

7.1 You must return the goods, or make them available for collection, within 14 days of telling us you are cancelling.

7.2 If you change your mind, you pay the cost of returning the goods. This applies whenever you cancel for a reason other than a fault, damage in transit or an incorrect item. When goods are faulty, damaged or incorrect, we pay all return costs (clause 8).

7.3 Smaller items that can go by post or parcel courier may be sent back to the address we give you, using a tracked and insured service at your own cost. Please keep proof of postage.

7.4 Larger items cannot be returned by post. We will arrange collection by our logistics partner and deduct the charge below from your refund. Each charge is our direct cost of collection, with no mark-up, and is set out here and in our Refund policy before you order.

Product	Collection charge
Woodlark bioethanol fire pit	£68 per fire pit
Pergolas (not installed), garden furniture, outdoor kitchens and other items delivered on a pallet	£159 per collection

7.5 Please return goods in their original packaging where possible, secure enough for a courier to carry, with all parts, accessories and instructions. If a collection cannot go ahead because goods are not ready or packed as agreed, we may charge the direct cost of a second attempt.

7.6 Handling and use. You may examine the goods as you would in a shop. If they have been assembled, installed, lit, fuelled, used or otherwise handled beyond what is needed to establish their nature and condition, we may reduce your refund to reflect the loss in value. Where goods cannot be resold as new, that reduction may be substantial. We do not charge restocking fees.

7.7 Refunds. We will refund the price you paid, including the standard delivery charge if you paid one, within 14 days of receiving the goods back or of you providing evidence that you have sent them, whichever is earlier. If you chose a faster or premium delivery, we refund only the cost of standard delivery. We refund to the payment method you used.

7.8 Services such as two-person delivery, assembly, installation or rubbish removal are not refundable once fully carried out at your request.

7.9 Please return any free gift with the goods, unused. If it is not returned, we may deduct its retail value from your refund.

7.10 Made-to-measure goods. The right to cancel does not apply to goods made to your specification or clearly personalised, including pergolas configured to your measurements, made-to-size screens, glazing and fabrics. You may cancel these for a full refund until we confirm your specification with the manufacturer; we will tell you when that happens. After that, your rights under clause 8 still apply if the goods are faulty or not as specified.

8. Faulty, damaged or incorrect goods

8.1 We are under a legal duty to supply goods that are of satisfactory quality, fit for purpose and as described. This summary of your key legal rights under the Consumer Rights Act 2015 is not a substitute for them:

Up to 30 days: if your goods are faulty, you can get an immediate refund.
Up to six months: if your goods cannot be repaired or replaced, you are entitled to a full refund in most cases.
Up to six years: if your goods do not last a reasonable length of time, you may be entitled to some money back.

8.2 If you think an item is faulty, damaged in transit or not what you ordered, email us with your order number, a description and photos. Please report transit damage within 48 hours of delivery where you can, as it helps us claim from the carrier; reporting later does not remove your rights.

8.3 Please check every part before assembly or installation begins, and tell us about any fault before installation is finished. A fault reported only after installation can be harder to tell apart from an installation problem.

8.4 Please do not attempt a repair, or let anyone else attempt one, before we have assessed the fault. A repair attempt can make the fault harder to diagnose.

8.5 Where goods are faulty, damaged or incorrect, we will arrange and pay for collection, and refund, repair or replace them in line with your rights. We will also refund any delivery charges and reasonable costs you incur in returning them.

9. Woodlark guarantees

9.1 In addition to your legal rights, we guarantee the following against manufacturing defects from the date of delivery:

Product	Guarantee
Pergola frames and structure	5 years
Pergola motors, electrics, lighting, blinds and fabrics	2 years
Woodlark bioethanol fire pit bodies and burners	2 years
Other products	1 year, unless the product page states a longer manufacturer's guarantee

9.2 Under these guarantees we will supply replacement parts or, where a part cannot fix the defect, a replacement product. The guarantees do not cover the labour to remove or fit parts, except where the law requires us to meet that cost.

9.3 The guarantees do not cover normal weathering and wear, discolouration from heat or sunlight, surface rust on untreated steel, damage from misuse, accident, incorrect installation, use of the wrong fuel, lack of the maintenance set out in the instructions, or alterations not approved by us.

9.4 To claim, email us with your order number, photos and a description of the defect. Our guarantees do not limit your statutory rights.

10. Installation

10.1 We supply goods; we do not install them. Where a product needs installing, such as a pergola, you are responsible for arranging a suitably qualified installer, any planning permission or building regulations approval, and a suitable base or fixing surface.

10.2 If we recommend or introduce an installer, they are an independent business contracting directly with you. They are not our employee or agent, and we are not responsible for their workmanship, advice, charges or delays. Any claim about installation work should be made against the installer.

10.3 Installation must follow the manufacturer's instructions. Damage or defects caused by installation are not manufacturing defects.

11. Our liability to you

11.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We are not responsible for loss or damage that is not foreseeable.

11.2 We supply our products for domestic and private use. We are not liable for any loss of profit, loss of business, business interruption or loss of business opportunity.

11.3 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your legal rights in relation to the goods, including the right to receive goods that are as described, of satisfactory quality and fit for purpose.

11.4 Please read and follow the safety instructions for every product, particularly fire pits, which must only be used outdoors, refuelled when cold and kept away from anything flammable.

12. General

12.1 Complaints. If you are unhappy, email sales@woodlarkgardenluxury.co.uk. We aim to respond within five working days.

12.2 Events outside our control. We are not responsible for delays caused by events outside our reasonable control, such as shipping disruption, port closures or extreme weather. We will tell you promptly and take steps to minimise the delay. If the delay is substantial, you may cancel for a full refund of anything not yet delivered.

12.3 Changes to these terms. We may revise these terms. The version that applies to your order is the one on our website when you placed it.

12.4 Law. These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of the place where you live.

12.5 If a court finds part of these terms invalid, the rest continues to apply.

13. Using this website

This website is operated by Woodlark Ecommerce Ltd (company number 14266822), Unit 7157, 5 Brayford Square, London E1 0SG. Buying from us is covered by the Terms of Sale above.
We work to keep the information on this site accurate and up to date, including prices, dimensions and stock, but it may contain errors. Clause 4.2 covers pricing errors on orders.
Our buying guides, blog articles and FAQs are general information, not professional advice. Check planning, building regulations and installation requirements for your own property.
The text, photography, drawings and designs on this site belong to Woodlark Ecommerce Ltd or our licensors. You may view and share them for personal use, but not copy them for commercial use without our written permission. Trade partners receive a separate licence for our product images and copy.
Links to other websites are for convenience; we are not responsible for their content.
How we use your personal data is set out in our Privacy Policy, and our use of cookies in our Cookie Policy.
Our store runs on Shopify, which processes orders and payments on our behalf.