Terms & Conditions
We ask you to read these terms and conditions fully before placing your order. You agree that you have fully read, understood and agree to our terms and conditions. Mountain Hardwoods is a trading name of Norfolk Oak Limited. All orders placed with and accepted by Norfolk Oak Limited are bound by these terms and conditions.
Definitions: In these Conditions the "Company" means Norfolk Oak Limited. The "Customer" means the customer of the Company. The "Contract" means any contract for sale of goods by the Company to the Customer. The "Goods" means any goods forming the subject of this contract including materials incorporated in them. “We” means Norfolk Oak Limited.
Norfolk Oak Limited customers who shop online must be 18 years or over.
Goods are not sold on a trial basis. An order is not deemed to be accepted by Norfolk Oak Limited as a contract until we have sent an invoice stating acceptance via post or email. We will not charge your credit card until you are fully aware of the total value of your order. Your order will benefit from the full consumer rights offered in the UK and by your credit card provider. When you make a purchase online or by telephone from Norfolk Oak Limited, you are entering into a legally binding contract with the company and are accepting our terms of sale.
Norfolk Oak Limited always makes every effort to deliver goods within the delivery option requested at the time the order was placed. However we cannot guarantee this, and we will not accept any liability if your order is delivered outside any previously agreed time or date. We recommend that you only arrange for tradesmen to carry out work on your behalf after your goods have actually been delivered. We will not be not responsible for any losses incurred for late delivery no matter howsoever caused. If any goods are delivered damaged, we are not liable for any losses you may incur. We will endeavour to replace or repair the items as quickly as possible. Goods are prepared for the customer according to our workshop schedule. If the customer delays delivery or collection after the worktops have been made, storage of the goods is entirely at the customers’ risk. Norfolk Oak will not be liable for any damage no matter how caused. Norfolk Oak will endevour to store the items carefully, however the customer agrees that timber, as a natural product, timber is subject to movement and may move during the period of storage. The customer expressly agrees that Norfolk Oak is not liable for any such movement . Please note that someone will be required to sign for and carefully check the goods; if no one is available to help unload and / or sign for the goods, re-delivery will result in a re-delivery charge equal to the original cost of delivery, unless the inability to deliver prejudices further deliveries, in which case Norfolk Oak Limited reserve the right to charge the customer for the cost of other redeliveries which we were unable to make due to the inability to deliver. Norfolk Oak deliveries are made by one man only. Help must be provided by the Customer for unloading, and the delivery service is to the kerb side only. Where Norfolk Oak informs the customer that the worktops are particularly heavy and require multiple helpers, it is the customer's responsibility to provide the correct number of suitable helpers to help carry the worktop. In order to provide good customer service, drivers are permitted to help carry worktops in to a customer's house, however this is on the strict understanding that neither Norfolk Oak nor the delivery driver have any liability whatsoever in attempting to help the customer. This help is at the discretion of the driver, and forms no part of the contracted delivery service. Transfer of liability for the worktop passes to the customer once the worktop is safely out of the delivery vehicle. Norfolk Oak will not accept any liability for damage to the worktop, the customer's property, or any personal injury to the customer or any third party. The customer agrees there will be someone competent available to help with the unloading of the worktops or other goods. Since the customer warrants that any helpers are suitable for the unloading process, Norfolk Oak will not accept any liability for any injury arrising from any delivery. Worktops can be extremely heavy; it is the customer’s responsibility to ensure the designated helper is strong enough / fit enough to help with the delivery. It is the customers responsibility to ensure the unloading area and drop off point are suitable. Norfolk Oak Ltd cannot be held liable for any injury to persons unloading the delivery no matter how caused.
All goods must be inspected for damage or shortfall on delivery in the presence of the delivery driver. Any loss or damage must be clearly written on the delivery note and we must be informed the SAME DAY. No claims for damage can be made after this. Goods will not be left without a valid signature from the Customer or a responsible person elected by the Customer who must be 18 or over. The Customer will become responsible for the goods and any subsequent loss, damage or destruction of the goods upon signing. If you are in any doubt, then please do not accept delivery. Where goods are delivered by courier, it is essential the goods are unwrapped and checked for damage. If the goods are signed for in good condition then Norfolk Oak Ltd cannot be held liable for any damage.
Norfolk Oak Limited reserves the right to revise prices and details at any time without notice. If we list a product at the wrong price due to a typographical or other error, we have the right to refuse or cancel any orders placed prior to the order being delivered. We will not adjust any prices without informing clients first, and will allow you to withdraw your order at no cost to yourself and; if applicable, a full refund will be given. Goods are subject to availability. If any items of your order are out of stock or available we will advise you immediately of the expected delay in delivery. We reserve the right to substitute out of stock items with a more expensive product at our discretion.
Under the distance selling regulations, a private customer has the right to return standard size goods within seven days of the goods being received without giving a reason. As the manufacturer, Norfolk Oak do not stock any standard sizes. Therefore, regardless of size and dimensions, all worktops, upstands, timber and machined products are bespoke made, and cut specifically to your order. These orders are therefore not subject to the right of return under the distance selling regulations. For any items which are stocked and are a standard size, a private customer is fully covered by the distance selling regulations, details of which will provided on request. These rights do not apply to business purchases. Goods returned must be in a saleable as new condition and returned in their original packaging. Shrink wrapped and factory packaged goods must be returned unopened. The Customer must arrange transportation and pay all costs involved in transporting the goods back to the warehouse from which they came. The goods must be insured whilst in transit for the full value of their cost price, goods received damaged after return will not receive a refund from the Company and the Customer shall pursue their carrier for reimbursement and or return. Returns made under this provision must be agreed in writing or by email by both parties before the goods are returned. Once a returns note has been issued, the goods must be returned within seven days. No refunds will be given until the safe return of the goods. The exception to this right of return is bespoke items. Any item which has been custom made, i.e. is considered ‘bespoke’, cut to order, or subject to any works by Norfolk Oak Limited prior to dispatch to the customer may not be returned. Once any work has been carried out, the customer may not cancel the order even if the goods have not yet been dispatched by Norfolk Oak Limited.
All works undertaken by Norfolk Oak Limited have a + / - 2 millimetre margin for error per cut. All timber reacts differently when cut. When undertaking work on a customer’s worktop, the customer accepts that unforeseen variations in the timber may result in minor breakouts or machine marks. In order to minimize any possible effects of this, Norfolk Oak may, at its discretion, chose to modify or amend any cutouts or sizes as it sees fit to best deal with the situation. Further, where necessary, Norfolk Oak may use filler in order to repair such damage. The customer accepts that it is these variations in density and hardness of timber are a natural part of the product, and not the fault of Norfolk Oak. Naturally Norfolk Oak warrant that it takes all reasonable steps to avoid damage of this, or any other, nature. In certain circumstances, flaws and faults within the timber may be exposed during the manufacturing process. The customer accepts this is a natural feature of the timber, and not the fault of Norfolk Oak. Norfolk Oak will do their best to remedy the situation, but cannot be liable for any defects exposed in this way. The statutory right of cancellation does not apply to orders which are made to measure or in any way cut or altered to your requirements. If custom or bespoke orders are faulty, Norfolk Oak Limited reserve the right to take corrective action, which may involve the return of the faulty item to our workshops for repair. We may, at our discretion, replace the item. You agree to let Norfolk Oak perform corrective work at your premises if we deem that suitable. If we decide the worktops need to be returned to the workshop for corrective action, the customer will organise and be responsible for the removal. Any cost of removal and or re-installation will be borne by the customer, no matter what the reason, even if the worktop is faulty.
No claims for damages / discrepancies can be made by the customer after installation, as installation of our materials constitutes acceptance of the product in its current state. Similarly, we will not accept any claims for damages / discrepancies once the customer has performed any work on the worktops, including cutting, shaping, finishing or oiling. Any work carried out on the worktops constitutes immediate acceptance of the worktops. As custom-made orders (e.g. worktops cut to size, sink hole cutouts etc.) are not cancellable, you must make sure that the information and materials (e.g. plans, designs, lists and sizes of products required) provided by you and those provided by us (e.g. items listed in our quotation) are correct and suitable for your use before you place an order with us. We will confirm all sizes, dimensions and other relevant information by email, with a diagram if necessary. It is incumbent on the customer to confirm these as soon as possible. If we have not had email confirmation of the diagrams / sizes, then we reserve the right to delay delivery, or to produce the order to the latest diagrams / dimensions. We cannot be held liable if these dimensions are subsequently found to be incorrect.
Illustrations, descriptions, weights and measurements shall be taken by the buyer as a guide only, and are not binding in detail. The company reserves the right without notice and without affecting the validity of the contract to make such changes in materials, dimensions and design as are reasonable and desirable. Colour accuracy of the products viewed on our website cannot be guaranteed due to vagaries of the image reproduction process. Wood is a natural product and has all manner of colour variations, and we cannot guarantee any replication of colour from piece to piece. We go to great lengths to remove nearly all flaws in the surface of our worktops. However wood is a natural product, and removal of every single flaw with render the timber characterless. Accordingly, the customer accepts there may be some flaws, such as small knots, small shakes (slight cracks which are a natural element of the timber), and other minor flaws which Norfolk Oak consider will not impair the performance of the worktop, in the top surface of the worktop. In order to make the best use of the timber, there may be larger flaws on the underside of the worktop, including manufacturing defects. These do not constitute a faulty product. Whilst Norfolk Oak Ltd go to great lengths to ensure the timber has been correctly dried, movement in solid timber cannot be prevented. After fitting, small cracks may appear a few millimetres in width. This is entirely normal and is regarded as part of the natural beauty of the timber. These cracks can be easily filled with a special coloured wax filler. These cracks and movements do not constitute any fault with the timber or worktop construction; for the sake of clarity, timber is a natural product and will move / change over time and the customer expressly accepts this.
Timber as a natural product.
Wood is a natural product and has all manner of colour variations, and whilst we go to great lengths to colour match as much as possible, we cannot guarantee any replication of colour from piece to piece. We also go to great lengths to remove nearly all flaws in the surface of our worktops. However wood is a natural product, and removal of every single flaw would render the timber characterless. Accordingly, the customer accepts there may be some flaws, such as small knots, small shakes (slight cracks which are a natural element of the timber), and other minor flaws which Norfolk Oak consider will not impair the performance of the worktop, in the top surface of the worktop. In order to make the best use of the timber, there may be larger flaws on the underside of the worktop, including manufacturing defects. These do not constitute a faulty product. Whilst Norfolk Oak Ltd go to great lengths to ensure the timber has been correctly dried, movement in solid timber cannot be prevented. After fitting, small cracks may appear a few millimetres in width. This is entirely normal and is regarded as part of the natural beauty of the timber. These cracks can be easily filled with a special coloured wax filler. These cracks and movements do not constitute any fault with the timber or worktop construction; for the sake of clarity, timber is a natural product and will move / change over time and the customer expressly understands and accepts this. End Grain blocks and worktops. End grain, by its very nature, is much susceptible to movement based on atmospheric conditions. This is entirely normal and to be expected. Small cracks may appear, sometimes along glue line, which does not imply a manufacturing fault, it is just the way the material moves. Where there are cut outs leaving narrow sections of worktop, these may crack all the way through. Whilst Norfolk Oak go to great lengths to avoid this, the client accepts that the very nature of the raw material sometimes makes this unavoidable.
Norfolk Oak Ltd cannot be held liable for any mishandling, lack of initial oiling, inappropriate storage or improper maintenance. Norfolk Oak Ltd recommends only Liberon Finishing Oil. The customer agrees to take the correct installation and maintenance oiling as detailed by us in our oiling instructions. Failure to follow this will most likely lead to damage, and Norfolk Oak Ltd cannot be liable for any damage in these circumstances. Any images and samples should be treated as approximations only. Types of construction, stave widths, lengths and thickness may vary from the sample or from piece to piece. There may be occasions where the worktops are heavily sanded by Norfolk Oak Ltd in order to present the best aspect of the timber. This means in some circumstances worktops may be less than 45 mm thick. If this is the case, Norfolk Oak will sand all the worktops for that customer to same thickness to provide a consistent product.
All design, text and imagery on www.mountainhardwoods.co.uk is the copyright of Norfolk Oak Limited and our site may not be altered in any way or republished without express prior consent from Norfolk Oak Limited. Norfolk Oak are the copyright holders for all of their images and text. These images and text strings are produced in house at great expense, and reflect the exceptionally high quality of our products. A £ 500 plus VAT charge for unauthorised use of any and each image and or text string from our website or other publication will be applied to any company or individual who copies any of our images or text strings without written consent. After this initial charge, a further £ 500 plus VAT annual licence usage fee will apply to each and every distinct image and text string. The minimum charge period for the licence is one year. Any company or individual who copies any such images or text without our written consent accepts that by copying the above they will liable for all fees in full on demand. These charges will be applied whether the images and or text strings are removed or not. Each licence for each image or text string is distinct, and grants the holder single use only of the said image or text string. Copyright remains with Norfolk Oak, and all associated rights likewise remain with Norfolk Oak. No images may be sold on or assigned to or by any third party.
Norfolk Oak Limited reserves the right to: (a) Alter these Terms and Conditions upon giving you advance notice. (b) Decline service to any individual customer. The above Terms and Conditions shall not affect your statutory rights as a consumer. The contract between us shall in all respects be governed by and construed and interpreted in accordance with the laws of England and the parties hereby submit to the exclusive jurisdiction of the English courts.