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Terms & Conditions

This website is operated by Alexandra Retail Limited, a company incorporated in England and Wales with company number 06571655 referred to as (“Alexandra Retail, we or us”).

Registered Office:

Alexandra Retail Ltd, Hampton House, Weston Road, Crewe, Cheshire, CW1 6JS

As a user of this website, you acknowledge that any use of this website including any transactions you make are subject to our terms and conditions below (which include any other sections e.g. Delivery & Returns Policy and the Privacy Policy).


  • read through these terms and conditions carefully before using this website;
  • print a copy for future reference;
  • read our Privacy Policy regarding your personal information and
  • read our Delivery and Returns Policy regarding delivery of your product and returning your product


 1.1 We reserve the right to change these terms and conditions at any time.  Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

1.2 We will do our utmost to ensure that availability of the website will be uninterrupted and that transmissions will be error-free.  However, due to the nature of the Internet, this cannot be guaranteed.  Also your access to the website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services.  We will attempt to limit the frequency and duration of any such suspension or restriction.

1.3 This website or any portion of this website may not be reproduced, duplicated, copied, sold, resold or otherwise exploited for any commercial purpose without our express written consent.  You may not frame or use framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Alexandra Retail and its affiliates without express written consent.  You may not use any Meta Tags or any other “hidden text” utilising Alexandra Retail’ or its affiliates’ names or trademark without the express written consent of Alexandra Retail. 

1.4 You must not use the website in any way that causes, or is likely to cause, the website or access to it to be interrupted, damaged or impaired in any way.

1.5 You understand that you, and not Alexandra Retail are responsible for all electronic communications and content sent from your computer to us and you must use the website for lawful purposes only.

1.6 You must not use the website for any of the following:

  • for fraudulent purposes, or in connection with a criminal offence or other unlawful activity
  • to send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing; or in breach of copyright, trademark, confidence, privacy or any other right; or is otherwise injurious to third parties; or objectionable; or which consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any “spam”
  • to cause annoyance, inconvenience or needless anxiety.

1.7 This website is only for supply of products to customers in mainland UK addresses. Certain areas of the UK will be subject to additional charges over and above the price of the product as displayed on our website which includes our standard delivery charge only.

 1.8 You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website 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.

1.9 You acknowledge and agree that the material and content contained within this website is made available for your personal non-commercial use only and that you may only download such material and content for the purpose of using this website.  You further acknowledge that any other use of the material and content of this website is strictly prohibited and 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. 

1.10 This website has links to external sites operated by other parties and we cannot be held liable for the accuracy or suitability of any information held on these websites. We cannot be held liable for any loss or damage to you as a result of visiting these websites.


2.1 These terms and conditions shall apply to all contracts for the supply of goods by us to you.

2.2 Upon receipt of your order we will send to you an order acknowledgement email detailing the goods you have ordered.  Please note that this email is not an order confirmation or order acceptance from Alexandra Retail.

2.3 No contract exists for the sale of any goods until the goods have been despatched to you or you have been informed of their despatch. 

2.4 These terms and conditions in conjunction with the details in your order confirmation cannot be amended by any verbal communication unless any such amendment has been agreed in writing by both parties.


3.1 The price of the goods ordered will be as shown on our website at the time the order is placed and are quoted in Pounds Sterling. The price includes VAT and delivery to areas of the UK mainland defined by our Standard Delivery. Delivery to areas not part of our Standard Delivery may require you to pay an additional delivery charge, or may be undeliverable. Further details relating to our Standard Delivery can be found on our Delivery and Returns web page.

3.2 The goods are subject to availability. If on receipt of your order the goods ordered are not available in stock, we will inform you as soon as possible, and refund or re-credit any sum that has been paid or debited from your credit card for the goods.

3.3 Every effort is made to ensure that prices shown on our website are accurate. We have the right to correct the price after your order and inform you as soon as possible and offer you the option of reconfirming the order at the corrected price or cancelling the order. If you decide to cancel, we will refund or re-credit any sum that has been paid or debited from your credit card for the goods.

3.4 While every effort is made to provide accurate descriptions and photographs on the web site our suppliers do have the right to amend the product from time to time. If you are buying a product to fulfill a specific purpose you must check with our Customer Services to ensure that the product is capable of fulfilling your requirements. The images displayed on our website are provided by our suppliers and any colours can only be used as a guide.

3.5 All sizes quoted in descriptions are nominal sizes and are taken from information given to us by our suppliers. While we take all reasonable care in providing this information we cannot be held responsible for any issues arising from inaccuracies in this information. If you have a specific requirement that need accurate measurements please contact us and we can liaise with our suppliers to ensure that the measurements are accurate.

3.6 Products that are manufactured from timber are subject to natural environmental processes that can cause the timber to expand or contract and this can cause splits or cracks or blemishes which are natural in such products. Where timber has been subjected to pressure treatment a small coating that resembles fungus may be present. This is not a fungus and is a natural result of the treatment of the timber. The deposit can be removed using normal cleaning processes and cannot be considered a defect. 


4.1 Payment of the price for any goods ordered is due in pounds sterling on ordering the goods.

4.2 No payment shall be deemed to have been received and no order shall be processed or goods delivered until we have received cleared funds or confirmation of a valid credit card payment.

4.3 Payment may be made by credit or debit card. 


5.1 Goods will be delivered to the address given when you place your order, except that deliveries are not made outside mainland UK. Should you wish to subsequently change the delivery address or method of delivery you will also be required to pay an additional charge.  

5.2 If we are unable to supply the goods ordered for any reason, we have the right to cancel the order and we will inform you as soon as possible, and refund or re-credit any sum that has been paid by or debited from your credit card for delivery.

5.3 If there is no one at the address given who is competent to accept delivery of the goods, you will be notified of an alternative delivery date. In such circumstances you may be required to pay an additional charge to cover the re-delivery or storage of the goods. This is subject to a maximum of two delivery attempts in total being made before the contract is treated as void allowing the goods in question to be resold.

5.4 Every effort will be made to deliver the goods within the time specified in the order, any date quoted for delivery is approximate only. However, we will not be liable for any losses suffered through any reasonable or unavoidable delay in delivery. 

5.5 The risk of loss or damage to the goods passes to you when they are delivered or on the date of first attempted delivery.

5.6 Title to any goods you order on this website shall pass to you on delivery of the goods provided that we have received payment in full for the goods.

5.7 You are responsible for checking the goods on delivery and noting any damage on any delivery notes you are asked to sign. In any case you must inform us in writing or e-mail of any damage within three days of receiving the goods if we are to accept that the damage was sustained prior to you accepting the delivery and arrange a replacement with the supplier. Details can be found on our Contact Us web page.

Under the Consumer Rights Act 2015, whereby the customer has 30 days to reject goods that are unsatisfactory quality, unfit for purpose or not as described, for a full refund. After 30 days the consumer must give the retailer an opportunity to repair, but should the repair fail, then the customer can obtain a full refund or partial refund should they wish to retain the goods. After the first 6 months after delivery, the consumer must prove that the goods were faulty at the time of delivery.

5.8 If the type and/or quantity of goods delivered is not what was ordered you are required to inform us in writing or e-mail within three days of delivery of the goods so that we can inform the supplier to arrange a replacement or subsequent delivery. Details can be found on our Contact Us web page.

5.9 We are entitled to both deliver goods in installments or together and each delivery shall constitute a separate contract.

5.10 It is the responsibility of the buyer to dispose of any unwanted packaging that the item ordered comes with (e.g. cardboard box, wooden pallet, etc).


6.1 Under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel the contract at any time up to the end of fourteen days after you receive the goods. 

6.2 To exercise the right of cancellation, you must give written notice, within the time frame defined in 6.1, to us by hand, post or email, at the address, or email address shown below, giving details of the goods ordered, your WEB order reference (quoted on the e-mail acknowledging your order), and (where appropriate) your delivery address.

6.3 If you wish to cancel your order after delivery, for distance sales, Under the Consumer Contacts (Information and Additional Charges) Regulations 2013, the following shall apply:

  • you can arrange to have the goods returned yourself at your cost and responsibility within a period of fourteen days from the cancellation date.
  • you can request that we arrange to have the goods collected. In this case we will charge you for the cost of returning the goods.

If applicable for return, all Goods must be returned prior to any refunds being issued.

6.4 If you exercise the right of cancellation you have a statutory duty to take reasonable care of the goods while in your possession. We would consider the following as you not taking reasonable care and therefore we will be able to claim against you for breaching your statutory duty.

  • For products that are supplied flat packed and/or require assembly by you we would consider the process of starting the assembly as you not taking reasonable care.
  • Any painting, treatment or modification to the product we would consider as you not taking reasonable care.
  • The goods must be suitably packaged to prevent any damage or loss to the goods while being returned. Failure to do so will be considered as you not taking reasonable care.

6.5 Once you have notified us that you are cancelling the contract, we will, within 14 days, refund or re-credit any sum that has been paid or debited from your credit card for the goods less any charges relating to the cost of returning the product and any charges resulting from the goods being damaged while in your possession. If no goods are being returned the 14 days is from the cancellation date. If goods are being returned the 14 days is from the receipt of goods by us or our supplier or by you providing evidence that the goods have been collected.

6.6 If you do not return the goods as required, we may charge you a sum not exceeding the actual costs of recovering the goods.

6.7 You do not have the right to cancel the contract if the order is for goods which by their nature cannot be returned or are liable to deteriorate, expire rapidly or are perishable (for example turf).

6.8 We have the right to cancel the order if

  • the supplier of the goods does not deliver to the area of the UK mainland as specified on the delivery address
  • there are inaccuracies in the price and/or other descriptions on our website which relate to a product you have ordered.
  • there is insufficient stock with our suppliers to fulfil your order


7.1 All goods supplied are warranted free from defects for 12 months from the date of supply.  This warranty does not affect your statutory rights as a consumer.

7.2 This warranty does not apply to any defect in the goods arising from fair wear and tear, willful damage, accident, negligence by you or any third party, use otherwise than as recommended by the manufacturer, failure to follow the manufacturer’s instructions, or any alteration or repair carried out without the manufacturer’s approval.

7.3 If the goods supplied to you develop a defect while under warranty, or you have any other complaint about the goods, you should notify us in writing at the address, fax number or email address shown below.  We will then advise you of our returns policy.


8.1 Nothing in these conditions excludes or limits the liability of Alexandra Retail:  

(a) for death or personal injury caused by Alexandra Retail’ negligence; or

(b) under section 2(3), Consumer Protection Act 1987; or

(c) for any matter which it would be illegal for Alexandra Retail to exclude or attempt to exclude its liability; or

(d) for fraud or fraudulent misrepresentation.

8.2 Subject to condition 8.1:

(a) Alexandra Retail' total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of the contract shall be limited to a replacement of the goods supplied pursuant to that contract or (at our option) a refund of the purchase price relating to that contract; 

(b) Alexandra Retail shall not be liable for loss of profit, loss of business, or depletion of goodwill in each case whether direct, indirect or consequential, or any claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with the contract; and 

(c) Alexandra Retail will use its reasonable endeavours to verify the accuracy of any information on the site but makes no representation or warranty of any kind express or implied statutory or otherwise regarding the contents or availability of the site or that it will be 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 the website and Alexandra Retail accepts no liability of any kind for any loss or damage from action taken or taken in relation on material or information contained on the site.

8.3 This clause 8 does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights.  

8.4 Goods are supplied on the basis that they will be used for domestic use only.  If you are planning to use them for business purposes, Alexandra Retail excludes (to the fullest extent permitted by law) those warranties and conditions relating to fitness of the goods for a particular purpose. Alexandra Retail also withdraws your rights to the statutory cancellation period of 7 business days which is applicable in consumer contracts only.

8.5 Alexandra Retail 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. 

8.6 Alexandra Retail cannot be liable for any issues relating to planning consent or building regulations that arise from erecting buildings purchased via our website.  


9.1 We will take all reasonable precautions to keep the details of your order and payment secure, but unless we are negligent, we will not be liable for unauthorised access to information supplied by you.

9.2 We will only use the information provided by you in accordance with the Privacy Policy.


10.1 If any provision of the contract is found by any court, tribunal or administrative body of competent jurisdiction to be wholly or partly illegal, invalid, void, voidable, unenforceable or unreasonable it shall to the extent of such illegality, invalidity, voidness, voidability, unenforceability or unreasonableness be deemed severable and the remaining provisions of the contract and the remainder of such provision shall continue in full force and effect.

10.2 These terms of sale and the supply of the goods will be subject to English law, and the English courts will have jurisdiction in respect of any dispute arising from the contract.

10.3 You may not assign or sub-contract any of your rights or obligations under these terms and conditions or any related order for products to any third party.

10.4 Alexandra Retail reserves the right to transfer, assign, novate or sub-contract the benefit of the whole or part of any of its rights or obligations under these terms and conditions or any related contract to any third party.

10.5 These terms and conditions do not create or confer any rights or benefits enforceable by any person that is not a party within the meaning of the Contracts (Rights of Third Parties) Act 1999 except that a person who is a permitted successor or assignee under condition 10.4 above of the rights or benefits of these terms and conditions may enforce such rights or benefits.

10.6 No consent from the persons referred to in this condition 10.5 is required for the parties to vary or rescind these terms and conditions (whether or not in any way that varies or extinguishes rights or benefits in favour of such third parties).


Communications to us should be sent:

by post to:-

Alexandra Retail Limited
Hampton House
Weston Road

by email to:-