HAVEN TIMBER

TERMS AND CONDITIONS OF SALE

Haven Timber Holdings Ltd trading as Haven Timber

Last updated: 10 August 2024

These Terms and Conditions apply to the sale and supply of goods by Haven Timber Holdings Ltd trading as Haven Timber ("Haven Timber").

Please read these Terms and Conditions carefully before placing an order.

Nothing in these Terms and Conditions is intended to exclude, restrict or reduce any statutory right or remedy which cannot lawfully be excluded or restricted.

1. ABOUT HAVEN TIMBER

1.1 Haven Timber is the trading name of Haven Timber Holdings Ltd, a private limited company registered in England and Wales.

1.2 Our company details are:

Haven Timber Holdings Ltd trading as Haven Timber

Company Number: 08203843

VAT Number: 151 9427 09

Registered Office:
141 Englishcombe Lane
Bath
England
BA2 2EL

Trading Address:
Haven Timber
Farleigh Road
Norton St Philip
Bath
BA2 7NG

Telephone: 01225 720140

Email: sales@haventimber.co.uk

2. CUSTOMER TYPES

2.1 Consumer

A "Consumer" means an individual purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.

2.2 Business Customer

A "Business Customer" means any person, sole trader, partnership, company or other organisation purchasing goods wholly or mainly for trade, business, craft or professional purposes.

2.3 Approved Trade Account Customer

An "Approved Trade Account Customer" means a Business Customer who has been expressly approved by Haven Timber to operate a Haven Timber cash trade account or credit trade account.

2.4 A person purchasing goods for business purposes does not become a Consumer merely because they pay immediately, use a personal payment method or do not hold an Approved Trade Account.

2.5 Terms specifically referring to Consumers apply only to Consumers.

2.6 Terms referring to Business Customers also apply to Approved Trade Account Customers unless expressly stated otherwise.

3. ORDERS

3.1 Customers are responsible for checking all details of an order before confirming it.

3.2 This includes checking, where applicable:

(a) product;

(b) quantity;

(c) dimensions;

(d) timber grade;

(e) treatment;

(f) specification;

(g) colour or finish;

(h) handing or orientation;

(i) options and accessories; and

(j) suitability for the intended project.

3.3 Haven Timber may decline an order where:

(a) goods are unavailable;

(b) a supplier or manufacturer is unable to supply them;

(c) an obvious pricing or description error has occurred;

(d) required payment has not been received;

(e) a Business Customer has exceeded an agreed credit limit;

(f) a Business Customer has overdue invoices; or

(g) there is another reasonable commercial reason for doing so.

3.4 If Haven Timber is unable to fulfil an accepted order which has already been paid for, we will contact the customer and provide an appropriate refund unless the customer agrees to an alternative product or other arrangement.

4. QUOTATIONS AND MONTHLY PRICE CHANGES

4.1 Unless otherwise stated in writing, Haven Timber quotations are valid only until the last calendar day of the month in which the quotation is issued.

4.2 Haven Timber reviews its selling prices and any price changes are normally applied with effect from the 1st day of each calendar month.

4.3 A quotation which has not been accepted before the end of the month in which it was issued expires automatically.

4.4 An order placed after the quotation has expired will be subject to the prices and product availability applying at the time the new order is accepted.

4.5 A quotation does not reserve, allocate or set aside stock.

4.6 Goods remain subject to availability until Haven Timber has accepted the order and any required payment has been received.

4.7 A quotation based upon measurements, quantities or specifications supplied by the customer is dependent upon the accuracy of that information.

5. PRICES

5.1 Unless otherwise stated, prices offered to Consumers include VAT at the applicable rate.

5.2 Business and trade prices may be quoted excluding VAT, in which case VAT will be added at the applicable rate.

5.3 Prices may change before an order has been accepted.

5.4 Once an order has been accepted, the agreed price will normally apply unless:

(a) the customer subsequently requests a change;

(b) additional work or goods are requested; or

(c) there has been an obvious pricing error.

5.5 Haven Timber takes reasonable care to ensure prices are accurate but is not obliged to supply goods at a price which is clearly and obviously incorrect.

6. PAYMENT

6.1 Unless an Approved Trade Account Customer has agreed credit facilities, payment is required in full before goods are released, collected, delivered or ordered from a supplier or manufacturer.

6.2 Payment may be made using a method accepted by Haven Timber, including a secure payment link sent by email or text message.

6.3 Special-order, bespoke, made-to-measure and garden-building orders normally require full payment in advance unless Haven Timber expressly agrees otherwise in writing.

7. CUSTOMER-REQUESTED CHANGES

7.1 If a customer asks Haven Timber to change an order after it has been accepted, Haven Timber will advise whether the requested change is possible.

7.2 Where the requested change causes additional supplier, manufacturer, cutting, handling, transport, delivery or other reasonable costs, those additional costs may be charged to the customer.

7.3 Where reasonably practicable, Haven Timber will advise the customer of the additional cost before carrying out the requested change.

8. MEASUREMENTS AND QUANTITIES

8.1 Customers are responsible for checking measurements and quantities before ordering.

8.2 Haven Timber staff are happy to provide general product information and practical assistance.

8.3 Unless expressly agreed otherwise in writing, Haven Timber does not provide:

(a) architectural services;

(b) structural engineering;

(c) surveying;

(d) professional design;

(e) site surveys;

(f) structural calculations; or

(g) professional estimating services.

8.4 Where Haven Timber staff assist with quantities based upon measurements or information supplied by a customer, contractor or installer, that assistance is based upon the information supplied.

8.5 The customer remains responsible for checking the final quantities and measurements.

8.6 Haven Timber is not responsible for incorrect measurements or information supplied by the customer or an independent tradesperson.

9. PRODUCT SUITABILITY

9.1 Customers are responsible for ensuring products selected are suitable for their intended application.

9.2 General assistance from Haven Timber staff does not constitute architectural, structural, engineering or other professional advice.

9.3 Where structural loading, building regulations, planning permission or other specialist considerations apply, the customer should obtain appropriate professional advice.

10. TIMBER AS A NATURAL PRODUCT

10.1 Timber is a natural material and no two pieces will necessarily be identical.

10.2 Natural characteristics may include:

(a) knots;

(b) grain variation;

(c) colour variation;

(d) resin;

(e) shakes;

(f) checking;

(g) splits;

(h) minor wane; and

(i) other naturally occurring characteristics.

10.3 Timber naturally responds to moisture, humidity, temperature and environmental conditions.

10.4 Natural movement may include:

(a) expansion;

(b) contraction;

(c) shrinkage;

(d) swelling;

(e) bowing;

(f) twisting;

(g) cupping;

(h) warping;

(i) checking; and

(j) splitting.

10.5 The existence of these characteristics does not necessarily mean timber is defective.

10.6 Whether a characteristic is acceptable will depend upon matters including the type and grade of timber, its intended purpose and its condition when supplied.

10.7 Nothing in this section affects statutory Consumer rights where timber was not of satisfactory quality, was not as described or otherwise did not conform to the contract when supplied.

11. TREATED TIMBER AND MOISTURE

11.1 Pressure-treated timber may vary in colour both within individual pieces and between batches.

11.2 Treatment may result in temporary surface moisture, staining, crystallisation, preservative residue or other treatment-related characteristics.

11.3 Timber moisture content will vary and recently treated timber may have a higher moisture content than untreated or kiln-dried products.

11.4 As timber dries and acclimatises, natural movement, checking and dimensional change may occur.

11.5 These characteristics do not necessarily indicate a defect.

12. TIMBER DIMENSIONS

12.1 Timber dimensions may be nominal.

12.2 Where timber dimensions are preceded by "ex", this normally refers to the nominal dimensions before machining or finishing.

12.3 Finished dimensions may therefore be smaller than the stated nominal or "ex" dimensions.

12.4 Reasonable manufacturing and natural timber tolerances may apply.

13. STORAGE OF TIMBER AFTER SUPPLY

13.1 Once timber has been collected or delivered and risk has passed, the customer is responsible for storing it appropriately.

13.2 Appropriate storage may include:

(a) adequate support;

(b) suitable stacking;

(c) sufficient ventilation;

(d) protection from excessive or uneven moisture;

(e) protection from inappropriate weather exposure; and

(f) appropriate acclimatisation where required.

13.3 Haven Timber is not responsible for subsequent movement, distortion, deterioration or damage caused by unsuitable storage, environmental conditions, inappropriate handling, incorrect installation or inadequate maintenance after risk has passed.

13.4 This does not affect statutory Consumer rights concerning the condition of the goods when supplied.

14. INSPECTION BEFORE USE OR INSTALLATION

14.1 Customers and installers should inspect goods before they are cut, drilled, treated, painted, altered, installed or otherwise incorporated into a project.

14.2 If goods appear incorrect, damaged or potentially defective, customers should contact Haven Timber promptly.

14.3 Haven Timber may reasonably request:

(a) photographs;

(b) measurements;

(c) product or batch information;

(d) proof of purchase; or

(e) an opportunity to inspect the goods.

14.4 Where reasonably practicable, disputed goods should be retained until Haven Timber has had a reasonable opportunity to inspect them.

14.5 Cutting, altering or installing goods does not automatically remove statutory Consumer rights, although it may affect the evidence available to determine the cause of a reported problem.

15. CHANGE-OF-MIND RETURNS – GOODS PURCHASED IN PERSON

15.1 Consumers do not have a general statutory right to return satisfactory goods bought in person merely because they have changed their mind.

15.2 Due to the nature of the products Haven Timber supplies, we do not generally accept change-of-mind returns after goods have been collected or delivered.

15.3 In particular, we do not normally accept change-of-mind returns of:

(a) timber which has left our control;

(b) concrete products;

(c) post mix;

(d) cut-to-size goods;

(e) made-to-measure goods;

(f) bespoke or personalised goods;

(g) Special-Order Goods where cancellation or return is unavailable;

(h) goods which have been installed;

(i) goods which have been cut, drilled, treated, altered or used;

(j) goods damaged after supply; or

(k) goods affected by unsuitable storage or environmental conditions.

15.4 This section applies to change-of-mind returns only and does not affect statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.

16. ORDERS ALREADY PICKED OR PREPARED

16.1 Where an order has already been picked, assembled or prepared for collection or delivery and the customer asks Haven Timber to cancel or materially alter it, Haven Timber may charge a 10% restocking and handling charge where legally permitted.

16.2 The charge will not be applied to a Consumer where doing so would interfere with a statutory cancellation or refund right.

16.3 For Business Customers, the charge may be applied in addition to reasonable supplier cancellation, collection or handling costs.

17. DISTANCE SALES TO CONSUMERS

17.1 This section applies where a Consumer contract is concluded entirely at a distance, including by telephone, email or another remote method, and applicable distance-selling legislation applies.

17.2 Where a statutory right to cancel applies, the Consumer will normally have 14 days following receipt of the goods in which to cancel without giving a reason.

17.3 Consumers wishing to cancel should make a clear statement to Haven Timber that they wish to exercise their right to cancel.

17.4 Statutory exceptions apply to certain goods, including qualifying goods genuinely made to the Consumer's specifications or clearly personalised.

17.5 A standard product does not automatically become bespoke merely because Haven Timber orders it from a supplier following the customer's order.

17.6 Nothing in Haven Timber's general returns policy overrides a statutory distance-selling cancellation right.

18. CARE OF GOODS DURING A DISTANCE-SALE CANCELLATION PERIOD

18.1 A Consumer who receives goods under a distance contract is responsible for taking reasonable care of those goods while they remain in their possession.

18.2 The Consumer may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly equivalent to the examination which could reasonably take place in a shop.

18.3 Where the Consumer handles, uses or stores goods beyond what is reasonably necessary for that purpose and the value of the goods is reduced as a result, Haven Timber may make a deduction from the refund for the resulting reduction in value where the law permits.

18.4 Any deduction will reflect the actual reduction in value and will not be imposed as a penalty.

18.5 In relation to timber and other moisture-sensitive goods, a reduction in value may arise where, following delivery, the goods have been:

(a) stored inadequately;

(b) left unsupported;

(c) exposed unnecessarily to rain, standing water or other unsuitable moisture;

(d) exposed to unsuitable environmental conditions;

(e) allowed to warp, twist or otherwise deteriorate because of inappropriate storage;

(f) cut;

(g) drilled;

(h) treated;

(i) painted;

(j) installed;

(k) modified; or

(l) otherwise handled beyond what was reasonably necessary to inspect them.

18.6 Haven Timber may inspect returned goods before determining whether a lawful deduction for diminished value is appropriate.

18.7 Haven Timber will not make such a deduction where applicable Consumer law does not permit it.

18.8 This section concerns change-of-mind cancellation and does not reduce a Consumer's rights where goods were faulty, misdescribed or otherwise did not conform to the contract when supplied.

19. RETURNING GOODS FOLLOWING A DISTANCE-SALE CANCELLATION

19.1 Unless Haven Timber has agreed to collect the goods or applicable law requires otherwise, a Consumer who exercises a statutory distance-sale cancellation right is responsible for returning the goods to Haven Timber.

19.2 The Consumer must return the goods without undue delay and within the period required by applicable Consumer law after notifying Haven Timber of the cancellation.

19.3 Where Haven Timber informed the Consumer before the contract was concluded that the Consumer would be responsible for the cost of returning cancelled goods, the Consumer is responsible for the direct cost of return.

19.4 Many products sold by Haven Timber are long, heavy, bulky or unsuitable for ordinary postal return.

19.5 Customers may therefore need to arrange a suitable vehicle, carrier or other appropriate transport at their own cost.

19.6 Where required by applicable distance-selling rules, Haven Timber will provide the Consumer before the contract is concluded with information about the direct cost of return or a reasonable estimate of that cost where the goods cannot normally be returned by post.

19.7 The Consumer is responsible for taking reasonable steps to ensure returned goods are adequately protected and safely transported.

19.8 Haven Timber may, at its discretion, offer a collection service.

19.9 Where Haven Timber collects goods following a change-of-mind distance cancellation, Haven Timber may charge or deduct the reasonable direct cost of collection where:

(a) that responsibility was properly disclosed before the contract; and

(b) applicable law permits it.

19.10 These return-cost provisions do not apply in the same manner where goods are being returned because they are faulty, misdescribed or otherwise do not conform to the contract. In those circumstances the Consumer's statutory rights apply.

20. REFUNDS FOLLOWING DISTANCE CANCELLATION

20.1 Where a Consumer validly cancels a qualifying distance contract, Haven Timber will make any refund required by law within the applicable statutory period.

20.2 Haven Timber may, where permitted by law, wait until:

(a) the returned goods have been received; or

(b) the Consumer has supplied evidence that the goods have been returned,

whichever occurs first.

20.3 Any lawful deduction for diminished value will be explained to the Consumer.

20.4 Haven Timber will not impose an arbitrary restocking fee on a Consumer exercising a statutory distance cancellation right.

21. CUT-TO-SIZE, MADE-TO-MEASURE AND BESPOKE GOODS

21.1 Customers must carefully check all measurements and specifications before ordering goods which will be cut, manufactured, altered or made specifically for them.

21.2 Once cutting or manufacture has commenced, changes may not be possible.

21.3 Where goods are genuinely made to a Consumer's specifications or clearly personalised, statutory change-of-mind cancellation rights may not apply.

21.4 Cut-to-size, made-to-measure and bespoke goods cannot normally be returned merely because the customer has changed their mind.

21.5 This does not affect rights relating to faulty, misdescribed or otherwise non-conforming goods.

22. NON-STOCK AND SPECIAL-ORDER GOODS

22.1 Some products sold by Haven Timber are not routinely held in stock and must be obtained specifically from a supplier or manufacturer.

22.2 These are referred to as Special-Order Goods.

22.3 Full payment is normally required before Haven Timber places a Special Order.

22.4 Customers must carefully check the specification before confirming a Special Order.

22.5 Once Haven Timber has committed to purchasing the goods, our supplier may refuse cancellation or return.

22.6 For Business Customers, Special-Order Goods are non-cancellable and non-returnable once Haven Timber has placed the order with its supplier unless Haven Timber expressly agrees otherwise.

22.7 For Consumers, cancellation rights depend upon the circumstances and applicable Consumer law.

22.8 Where a Consumer has no statutory cancellation right, or asks to cancel outside any applicable statutory cancellation period, Haven Timber may decline cancellation or may recover reasonable unrecoverable costs actually incurred.

22.9 The fact that an item is non-stock does not by itself remove a Consumer's statutory cancellation or other rights.

23. CLEARANCE, SECONDS AND EX-DISPLAY GOODS

23.1 Clearance, seconds and ex-display goods may be reduced in price because of cosmetic marks, weathering, discolouration, minor damage, discontinued specification or other stated imperfections.

23.2 Where a particular defect, imperfection or characteristic is clearly disclosed to the customer before purchase, that disclosed characteristic will not itself constitute a failure to conform merely because it is present.

23.3 Customers should inspect clearance, seconds and ex-display goods carefully before purchase wherever reasonably possible.

23.4 These goods are not normally accepted for change-of-mind returns.

23.5 Nothing in this section removes a Consumer's statutory rights relating to an undisclosed fault, inaccurate description or other failure to conform to the contract.

24. CONCRETE PRODUCTS AND POST MIX

24.1 Concrete products and post mix may be susceptible to damage or deterioration through transportation, handling, weather exposure, water, frost and unsuitable storage.

24.2 Haven Timber therefore does not accept change-of-mind returns of concrete products or post mix after collection or delivery.

24.3 Customers should inspect concrete products promptly and store them appropriately.

24.4 Normal manufacturing marks, minor colour variations and other minor cosmetic characteristics do not necessarily constitute defects.

24.5 Nothing in this section removes statutory Consumer rights where the goods did not conform to the contract when supplied.

25. TIMBER GATES

25.1 Timber gates are natural timber products and may expand, contract or move in response to changing moisture and environmental conditions.

25.2 Correct installation is essential.

25.3 Gates must be installed onto posts which are:

(a) suitable for the gate;

(b) of adequate dimensions;

(c) structurally sound;

(d) correctly aligned;

(e) properly installed; and

(f) sufficiently stable to support the gate.

25.4 An existing gate post should not be assumed suitable merely because it previously supported another gate.

25.5 The customer or installer is responsible for assessing the suitability of existing posts before installation.

25.6 Hinges, catches and other ironmongery must be appropriate and correctly installed.

25.7 Appropriate clearance must be allowed for normal timber movement.

25.8 Problems such as sagging, binding, twisting or apparent distortion may be caused or contributed to by unsuitable posts, ground movement, incorrect alignment, inappropriate ironmongery, inadequate clearance, installation workmanship, environmental exposure or inadequate maintenance.

25.9 Timber gates may require periodic adjustment and ongoing maintenance.

25.10 Haven Timber is not responsible for problems caused by incorrect installation, unsuitable supporting structures, unsuitable fittings or circumstances arising after supply which are outside Haven Timber's control.

25.11 Nothing in this section affects statutory rights where the gate itself did not conform to the contract when supplied.

26. INDEPENDENT TRADESPEOPLE AND INSTALLERS

26.1 Unless expressly agreed otherwise in writing, Haven Timber supplies goods only and does not provide installation services.

26.2 A builder, fencing contractor, landscaper, carpenter, shed installer or other tradesperson independently engaged by a customer is not an employee, agent or representative of Haven Timber merely because they purchase materials from Haven Timber.

26.3 Haven Timber is not responsible for an independent tradesperson's:

(a) workmanship;

(b) measurements;

(c) installation;

(d) design decisions;

(e) product selection;

(f) advice;

(g) site preparation; or

(h) acts or omissions.

26.4 This provision does not apply where Haven Timber has expressly contracted to provide the relevant service itself.

27. GOODS PURCHASED BY A CONTRACTOR FOR THEIR CLIENT

27.1 Where a Business Customer purchases goods from Haven Timber for installation or supply to their own customer, Haven Timber's contract of sale is with the Business Customer who placed the order unless expressly agreed otherwise.

27.2 Delivery to an end customer's property does not by itself make that property owner the purchaser under Haven Timber's contract.

27.3 Where an Approved Trade Account Customer places the order, invoices will normally be issued to that trade-account holder.

27.4 Any separate agreement between the Business Customer and their own client concerning labour, installation, measurements, design or supply-and-fit work is separate from Haven Timber's sale of the goods.

27.5 Nothing in this section removes any independent statutory right another person may have under applicable law.

GARDEN BUILDINGS

28. GARDEN BUILDING ORDERS

28.1 Sections 28 to 35 apply to sheds, summerhouses, playhouses, garden rooms and other timber garden buildings.

28.2 Garden buildings are commonly ordered specifically following the customer's choice of model, size and options.

28.3 Full payment is required before the order is placed with the manufacturer unless Haven Timber expressly agrees otherwise.

28.4 Before confirming the order, customers must carefully check:

(a) model;

(b) dimensions;

(c) door position;

(d) window position;

(e) treatment;

(f) cladding specification;

(g) roofing specification;

(h) veranda or other features;

(i) optional extras; and

(j) made-to-measure requirements.

28.5 Once the order has been placed with the manufacturer or production has commenced, amendments may not be possible.

28.6 For Business Customers, garden-building orders placed with the manufacturer are non-cancellable and non-returnable unless Haven Timber expressly agrees otherwise.

28.7 For Consumers, statutory cancellation rights apply where applicable.

28.8 A genuinely bespoke or customised building may fall within a statutory exception to the normal distance-sale cancellation right.

28.9 A standard garden building does not automatically become bespoke merely because it is ordered from the manufacturer following the customer's order.

28.10 A garden building cannot be returned merely because the customer subsequently discovers that their available space, access, base or intended use is unsuitable where checking those matters was the customer's responsibility.

28.11 Nothing in this section affects rights where the building is faulty, misdescribed or otherwise does not conform to the contract.

29. GARDEN BUILDING ACCESS AND SITE CHECKS

29.1 Before ordering, customers are responsible for ensuring:

(a) there is sufficient space for the building;

(b) there is adequate delivery access;

(c) panels and components can physically reach the installation area;

(d) gates, paths and passages are sufficiently wide;

(e) corners can be negotiated;

(f) steps and level changes are manageable;

(g) overhead restrictions do not prevent access; and

(h) the proposed site is suitable.

29.2 Haven Timber is not responsible for incorrect site or access measurements supplied by the customer.

30. GARDEN BUILDING BASE

30.1 A garden building requires an appropriate firm, stable and level base of the correct dimensions.

30.2 Unless Haven Timber has expressly contracted to supply or construct the base, preparation and suitability of the base are the customer's responsibility.

30.3 The base should be complete and ready before installation.

30.4 An unsuitable, unstable, uneven or incorrectly sized base may cause building movement, distortion, panel misalignment, doors or windows sticking, uneven gaps, roofing problems, water ingress or premature deterioration.

30.5 Haven Timber is not responsible for problems caused by an unsuitable or incorrectly prepared base where Haven Timber did not undertake responsibility for preparing that base.

31. GARDEN BUILDING INSTALLATION

31.1 Unless expressly stated otherwise in writing, garden-building installation is not included.

31.2 The customer is responsible for:

(a) installing the building correctly in accordance with manufacturer instructions; or

(b) engaging a suitably competent tradesperson to install it.

31.3 Haven Timber is not responsible for installation independently undertaken by the customer or their contractor.

32. GARDEN BUILDING TIMBER MOVEMENT

32.1 Garden buildings are predominantly manufactured from natural timber.

32.2 The natural timber provisions in these Terms apply to garden buildings.

32.3 Natural movement, shrinkage, expansion, checking, knots, grain and colour variation and minor cosmetic changes should be expected.

32.4 These characteristics do not automatically mean that a building is defective.

33. GARDEN BUILDING MAINTENANCE

33.1 Timber garden buildings require ongoing maintenance.

33.2 Customers must follow the manufacturer's treatment and maintenance recommendations.

33.3 Maintenance may include:

(a) applying and reapplying suitable timber treatment;

(b) checking and maintaining roof coverings;

(c) checking seals;

(d) checking and adjusting doors and windows;

(e) checking fixings;

(f) maintaining ventilation;

(g) preventing soil or vegetation from remaining against the building;

(h) maintaining suitable drainage; and

(i) addressing damage promptly.

33.4 Failure to properly maintain a building may reduce its service life and may affect a manufacturer warranty.

33.5 Haven Timber is not responsible for deterioration caused by failure to carry out reasonable maintenance.

34. GARDEN BUILDING CONDENSATION AND VENTILATION

34.1 A standard timber garden building is not constructed or insulated to the same standard as a residential dwelling unless expressly specified otherwise.

34.2 Temperature and humidity changes can cause condensation.

34.3 Customers are responsible for reasonable ventilation and for the way in which the building and its contents are used.

34.4 Condensation caused by environmental conditions, contents stored inside or insufficient ventilation does not necessarily indicate a defect.

35. GARDEN BUILDING ROOFING

35.1 Roof coverings must be correctly installed and appropriately maintained.

35.2 Felt and other roof coverings are exposed to weather and may require repair, maintenance or replacement during the life of the building.

35.3 Customers should periodically inspect the roof and should inspect it following severe weather.

35.4 Damage or deterioration should be addressed promptly to prevent water ingress.

DELIVERY

36. DELIVERY DATES AND LEAD TIMES

36.1 Unless expressly confirmed by Haven Timber in writing as guaranteed, delivery dates and lead times are estimates.

36.2 Special-Order Goods and garden buildings may depend upon supplier or manufacturer availability and production schedules.

36.3 Supplier and manufacturer lead times can change.

36.4 Haven Timber will make reasonable efforts to inform customers of significant delays of which we become aware.

36.5 Consumers retain statutory rights concerning delivery times.

36.6 Nothing in these Terms prevents a Consumer exercising any statutory right arising where an agreed delivery date is essential, where goods are not delivered within an agreed period or where applicable law otherwise gives the Consumer a right to terminate because of delay.

37. ARRANGING TRADESPEOPLE AROUND DELIVERY

37.1 Unless a delivery date and time has been expressly guaranteed in writing, customers should not incur costs by arranging paid labour, installers, machinery hire or other time-sensitive services solely in reliance upon an estimated delivery date or arrival time.

37.2 Subject to applicable law, Haven Timber will not be responsible for avoidable third-party costs incurred solely in reliance upon an estimated delivery date or time which Haven Timber did not guarantee.

38. DELIVERY DELAYS OUTSIDE OUR REASONABLE CONTROL

38.1 Delivery may occasionally be delayed by circumstances outside Haven Timber's reasonable control, including:

(a) severe weather;

(b) flooding;

(c) road closures;

(d) traffic accidents;

(e) exceptional congestion;

(f) vehicle breakdown;

(g) supplier or manufacturer delays;

(h) material shortages;

(i) industrial action;

(j) fire; or

(k) comparable unforeseen circumstances.

38.2 Haven Timber will take reasonable steps to minimise the effect of such delays and arrange delivery as soon as reasonably practicable.

38.3 Nothing in this section removes a Consumer's statutory rights relating to delayed delivery.

39. DELIVERY TIMES DURING THE DAY

39.1 Unless expressly guaranteed, a delivery time or delivery window is approximate.

39.2 Drivers may be delayed by traffic, unloading at earlier deliveries, unexpected access difficulties, road conditions, weather, vehicle issues and other circumstances encountered on the delivery route.

39.3 Haven Timber will make reasonable efforts to complete delivery on the agreed delivery day.

40. DELIVERY ACCESS

40.1 Customers must ensure that the delivery address has safe, suitable and reasonable access for the required delivery vehicle.

40.2 Customers must tell Haven Timber about known material access restrictions when arranging delivery.

40.3 Restrictions may include narrow roads, parked vehicles, gateways, limited turning space, low bridges, overhead cables, trees, weight restrictions, steep gradients, unstable or soft ground and restricted access times.

40.4 The driver has final responsibility for determining whether access and unloading can be undertaken safely.

40.5 Haven Timber will not require a driver to enter or unload in an area which, in the driver's reasonable judgement, could create an unacceptable risk to people, property, the vehicle or the goods.

41. DELIVERY POINT

41.1 Unless expressly agreed otherwise, Haven Timber will unload goods at the nearest safe and reasonably accessible point at the delivery address.

41.2 Delivery does not ordinarily include carrying goods through a house or building, into a rear garden, over walls or fences, up or down significant steps or to another location which cannot safely and reasonably be accessed.

42. UNATTENDED DELIVERIES

42.1 Customers may authorise Haven Timber to leave goods without anybody being present.

42.2 Customers should provide clear instructions about where goods should be left.

42.3 Where goods are delivered in accordance with the customer's instructions, responsibility for their subsequent safeguarding and storage passes to the customer once delivery is completed.

42.4 Haven Timber is not responsible for subsequent theft, weather damage, deterioration, unsuitable storage or handling by third parties.

42.5 Nothing in this section affects statutory rights concerning the condition of the goods when delivered.

43. FAILED DELIVERY AND REDELIVERY

43.1 Haven Timber may be unable to complete delivery where:

(a) access is unsafe;

(b) access is blocked;

(c) gates are locked;

(d) delivery information is incorrect;

(e) material access restrictions were not disclosed;

(f) somebody needs to be present but nobody is available; or

(g) another circumstance within the customer's reasonable control prevents delivery.

43.2 The goods may be returned to Haven Timber.

43.3 Haven Timber may charge a reasonable additional delivery and handling charge before redelivery.

43.4 Any charge to a Consumer will reflect reasonable additional costs and remain subject to applicable Consumer law.

44. RISK IN GOODS

44.1 For Consumers, risk passes in accordance with applicable Consumer law, normally when the Consumer or a person identified by the Consumer takes physical possession of the goods.

44.2 Where a Consumer collects goods, risk passes when the goods are collected.

44.3 For Business Customers, risk passes when goods are collected or delivered to the agreed delivery point.

44.4 Once risk has passed, the customer is responsible for subsequent handling, protection and appropriate storage.

45. DAMAGE, SHORTAGES AND INCORRECT GOODS

45.1 Customers should inspect goods promptly following collection or delivery.

45.2 Where visible damage, a shortage or an incorrect product is discovered, customers are asked to notify Haven Timber within 24 hours wherever reasonably possible.

45.3 Prompt notification helps Haven Timber investigate the issue with staff, drivers, suppliers and manufacturers.

45.4 A Consumer does not lose statutory rights merely because they fail to report an issue within 24 hours.

45.5 Business Customers must report apparent shortages, visible transit damage or obvious incorrect deliveries within 24 hours where reasonably practicable.

45.6 Nothing in this section excludes liability where it cannot lawfully be excluded.

COLLECTION AND STORAGE

46. CUSTOMER COLLECTIONS

46.1 Customers collecting goods must provide a vehicle reasonably suitable for the size, length, weight and nature of the goods.

46.2 Haven Timber may refuse to load a vehicle where staff reasonably consider loading would be unsafe or unlawful.

46.3 The driver of the collecting vehicle remains responsible for ensuring the vehicle and load comply with applicable road-traffic and load-securing requirements.

46.4 Assistance from Haven Timber staff with loading does not transfer responsibility for safe transportation to Haven Timber after the vehicle leaves our premises.

47. UNCOLLECTED ORDERS AND STORAGE

47.1 Where goods have been ordered, picked, prepared or made available for collection, the customer should collect them within the agreed collection period.

47.2 Unless another collection date has been agreed, Haven Timber will normally store a completed or prepared order free of charge for up to 14 days after notifying the customer that it is ready for collection.

47.3 If goods remain uncollected after 14 days, Haven Timber may notify the customer that reasonable storage and handling charges will apply.

47.4 Any storage charge will be reasonable having regard to the nature, quantity and size of the goods and the cost and inconvenience of continuing to store them.

47.5 Haven Timber may require outstanding storage, handling and other amounts properly due in relation to the order to be paid before the goods are released, where legally permitted.

47.6 If goods remain uncollected for a prolonged period despite reasonable attempts to contact the customer, Haven Timber may give the customer a final reasonable period in which to collect them and may thereafter exercise any rights available under applicable law.

47.7 Haven Timber will not automatically treat Consumer goods as abandoned merely because the 14-day free-storage period has expired.

47.8 Bespoke, cut-to-size and Special-Order Goods remain subject to the applicable cancellation and return provisions even if the customer fails to collect them.

BUSINESS AND TRADE CUSTOMERS

48. BUSINESS CUSTOMER RETURNS

48.1 Business Customers do not have a general right to return goods because:

(a) goods are no longer required;

(b) too many were ordered;

(c) their own customer has cancelled;

(d) measurements were incorrect; or

(e) they have otherwise changed their mind.

48.2 Business Customer returns require Haven Timber's prior agreement.

48.3 Special-Order, bespoke, altered and cut-to-size goods supplied to a Business Customer are non-returnable unless Haven Timber expressly agrees otherwise.

48.4 Acceptance of a return on one occasion does not create an obligation to accept future returns.

49. APPROVED TRADE ACCOUNTS

49.1 Trade accounts are provided only following Haven Timber's approval.

49.2 Haven Timber may provide cash trade accounts and credit trade accounts.

49.3 Haven Timber may set and review credit limits.

49.4 Credit facilities may be reduced, suspended or withdrawn where:

(a) invoices are overdue;

(b) a credit limit has been exceeded;

(c) there is reasonable concern about creditworthiness; or

(d) Haven Timber reasonably considers continued credit inappropriate.

50. TRADE CREDIT TERMS

50.1 Unless different terms have been expressly agreed in writing, approved credit accounts are payable at the end of the month.

50.2 Account holders must pay invoices by the agreed due date.

50.3 Haven Timber may place an overdue account on stop and refuse further credit sales until outstanding amounts are paid.

51. LATE COMMERCIAL PAYMENTS

51.1 Where an overdue Business Customer debt falls within applicable late-commercial-payment legislation, Haven Timber reserves the right to claim:

(a) statutory interest;

(b) statutory fixed-sum compensation; and

(c) any additional reasonable recovery costs permitted by law.

51.2 Haven Timber may exercise these rights without losing any other right to recover the debt.

52. NO SET-OFF – BUSINESS CUSTOMERS

52.1 Unless Haven Timber agrees otherwise in writing or the law requires otherwise, Business Customers must pay invoices without deduction, withholding or set-off because of a separate disputed claim.

52.2 A genuine dispute concerning one item or invoice does not automatically entitle a Business Customer to withhold unrelated amounts properly due to Haven Timber.

53. AUTHORITY TO USE A TRADE ACCOUNT

53.1 An Approved Trade Account Customer is responsible for orders placed or collected by individuals whom the account holder has authorised, expressly or through its normal business arrangements.

53.2 The account holder should notify Haven Timber promptly if an individual is no longer authorised to use the account.

54. BUSINESS CUSTOMER DEFAULT AND INSOLVENCY

54.1 Subject to applicable law, Haven Timber may suspend further supply, withdraw credit facilities, require payment before further supply or cancel outstanding unfulfilled Business Customer orders where the Business Customer:

(a) materially breaches its contract with Haven Timber;

(b) fails to pay sums when due;

(c) exceeds an agreed credit limit;

(d) becomes insolvent or appears unable to pay its debts as they fall due;

(e) enters administration, liquidation or an arrangement with creditors; or

(f) becomes subject to circumstances which reasonably give Haven Timber material concern about payment.

54.2 This section operates subject to applicable insolvency law and restrictions on termination or enforcement which may apply.

55. RETENTION OF TITLE – BUSINESS SALES

55.1 For sales to Business Customers, legal ownership of goods remains with Haven Timber until Haven Timber has received payment in full for those goods.

55.2 Risk may pass to the Business Customer before ownership passes.

55.3 Until ownership passes, the Business Customer should, where reasonably practicable, keep unpaid goods identifiable.

55.4 This section operates subject to applicable insolvency and other law.

56. BUSINESS CUSTOMER LIABILITY

56.1 Nothing in these Terms excludes or limits Haven Timber's liability for:

(a) death or personal injury caused by negligence;

(b) fraud or fraudulent misrepresentation; or

(c) any liability which cannot lawfully be excluded or limited.

56.2 Subject to clause 56.1 and applicable law, Haven Timber will not be liable to a Business Customer for indirect or consequential loss.

56.3 To the extent legally permissible and reasonable, this includes loss of profit, loss of business, loss of contracts and wasted labour or plant-hire costs which Haven Timber did not expressly agree to accept as part of the contract.

56.4 Business Customers should not commit labour, machinery or other expenditure on the assumption that an estimated delivery date or time is guaranteed.

56.5 Any limitation or exclusion applying to a Business Customer is subject to applicable legal requirements concerning reasonableness.

GENERAL TERMS

57. PRODUCT PHOTOGRAPHS, SAMPLES AND DISPLAY GOODS

57.1 Website photographs, brochures, samples and display products illustrate the general appearance of products.

57.2 Natural products, particularly timber, will vary.

57.3 Goods supplied may therefore differ from photographs, samples or display items in shade, grain, knots, texture and other natural characteristics.

58. MANUFACTURER SPECIFICATIONS

58.1 Manufacturers may alter product specifications from time to time.

58.2 Haven Timber will make reasonable efforts to supply the product and specification ordered.

58.3 Minor manufacturer changes which do not materially alter the product's purpose, performance or value may occur.

58.4 Material changes affecting a Consumer's contract will be dealt with in accordance with applicable Consumer rights.

59. AVAILABILITY

59.1 All goods are subject to availability.

59.2 Stock levels may change between an enquiry, quotation and confirmed order.

59.3 If an ordered product becomes unavailable, Haven Timber will contact the customer as soon as reasonably practicable.

60. WARRANTIES AND GUARANTEES

60.1 Certain products may carry a manufacturer warranty or guarantee.

60.2 Manufacturer warranties may contain conditions concerning installation, treatment, maintenance, registration, storage and permitted use.

60.3 Customers wishing to rely upon a manufacturer warranty should comply with its applicable requirements.

60.4 A manufacturer warranty is additional to and does not replace statutory Consumer rights.

61. COMPLAINTS AND INSPECTION

61.1 Customers who believe goods are faulty, damaged, incorrect or not as described should contact Haven Timber promptly.

61.2 Haven Timber should be given a reasonable opportunity to investigate the issue.

61.3 Depending upon the circumstances, we may request photographs, measurements, product information or an opportunity to inspect the goods.

61.4 Where reasonably practicable, customers should not dispose of disputed goods before Haven Timber has had a reasonable opportunity to inspect them.

61.5 The appropriate remedy will depend upon the circumstances, the contract and applicable legal rights.

62. EVENTS OUTSIDE HAVEN TIMBER'S REASONABLE CONTROL

62.1 Haven Timber will not be treated as being at fault for a failure caused by circumstances genuinely outside our reasonable control to the extent permitted by law.

62.2 Such circumstances may include severe weather, flooding, fire, road closures, widespread transport disruption, supplier or manufacturer disruption, industrial action and material shortages outside our reasonable control.

62.3 Haven Timber will take reasonable steps to minimise the effects of such circumstances.

62.4 Consumers retain any statutory rights arising because performance has been substantially delayed or becomes impossible.

63. CONSUMER RIGHTS

63.1 Nothing in these Terms is intended to deprive a Consumer of statutory rights.

63.2 Goods supplied to Consumers must satisfy applicable legal requirements, including requirements concerning:

(a) satisfactory quality;

(b) correspondence with description; and

(c) fitness for a particular purpose where the relevant legal requirements are met.

63.3 Nothing in these Terms excludes Haven Timber's legal responsibility for faulty goods, goods which are not as described or another liability which cannot legally be excluded.

63.4 If any provision of these Terms conflicts with a statutory Consumer right which cannot legally be excluded or restricted, the statutory right will prevail.

64. PERSONAL INFORMATION

64.1 Haven Timber processes personal information in accordance with applicable UK data-protection legislation and our Privacy Policy.

65. SEVERABILITY

65.1 If any provision of these Terms is found to be unlawful or unenforceable, that provision will be modified or removed only to the extent necessary.

65.2 The remaining provisions will continue in effect.

66. WAIVER

66.1 If Haven Timber does not enforce a contractual right on one occasion, this does not mean that Haven Timber has permanently waived that right.

67. CHANGES TO THESE TERMS

67.1 Haven Timber may update these Terms and Conditions from time to time.

67.2 The Terms applying to an order will normally be those provided or made available when the relevant contract was entered into.

67.3 A later change to these Terms will not retrospectively alter an existing contract unless agreed by the parties or required by law.

68. GOVERNING LAW AND JURISDICTION

68.1 These Terms and contracts with Haven Timber are governed by the laws of England and Wales.

68.2 Business Customers submit to the jurisdiction of the courts of England and Wales.

68.3 Consumers retain any rights concerning jurisdiction provided by applicable Consumer law.

69. CONTACT HAVEN TIMBER

69.1 Questions concerning orders, products, deliveries, returns, complaints, Special Orders, garden buildings, trade accounts or these Terms should be raised with Haven Timber.

Haven Timber Holdings Ltd trading as Haven Timber

Trading Address:
Farleigh Road
Norton St Philip
Bath
BA2 7NG

Telephone: 01225 720140

Email: sales@haventimber.co.uk

Company Number: 08203843

VAT Number: 151 9427 09

Registered Office:
141 Englishcombe Lane
Bath
England
BA2 2EL

69.2 These Terms should be read together with any applicable written quotation, order confirmation, manufacturer instructions, warranty and any specific terms brought to the customer's attention before the order is placed.



HAVEN TIMBER – PRIVACY & COOKIE POLICY

Haven Timber Holdings Ltd trading as Haven Timber

Last updated: 10 August 2024

Haven Timber Holdings Ltd trading as Haven Timber ("Haven Timber", "we", "us" or "our") respects your privacy and is committed to protecting your personal information.

This Privacy & Cookie Policy explains what personal information we collect, why we collect it, how we use it, who we may share it with, how long we keep it and the rights you have in relation to your personal information.

1. WHO WE ARE

1.1 Haven Timber Holdings Ltd is the data controller responsible for the personal information described in this Privacy & Cookie Policy.

Our details are:

Haven Timber Holdings Ltd trading as Haven Timber

Company Number: 08203843

VAT Number: 151 9427 09

Registered Office:
141 Englishcombe Lane
Bath
England
BA2 2EL

Trading Address:
Haven Timber
Farleigh Road
Norton St Philip
Bath
BA2 7NG

Telephone: 01225 720140

Email: martina@haventimber.co.uk

2. PERSONAL INFORMATION WE MAY COLLECT

2.1 The personal information we collect will depend upon how you interact with Haven Timber.

2.2 We may collect:

Contact information

This may include:

• name;
• home or business address;
• delivery address;
• email address; and
• telephone or mobile number.

Order and transaction information

This may include:

• quotations;
• products ordered;
• order history;
• quantities and specifications;
• collection information;
• delivery details;
• invoices;
• transaction records;
• payment status;
• returns;
• refunds; and
• account balances.

Trade-account information

Where you apply for or operate a Haven Timber trade account, we may collect:

• business or trading name;
• registered or trading address;
• company information;
• sole-trader or partnership information;
• names and contact details of relevant individuals;
• trade references;
• credit information;
• account limits;
• invoice history; and
• payment history.

Payment information

Where you make a payment, information relating to the transaction may be processed by Haven Timber and our payment provider.

We do not normally need to retain your full card details where they are processed securely by our payment provider.

Correspondence

We may retain information contained in:

• emails;
• text messages;
• telephone enquiries;
• website enquiries;
• letters;
• complaints;
• warranty enquiries;
• dispute correspondence; and
• other communications with Haven Timber.

Delivery information

This may include:

• delivery addresses;
• customer contact numbers;
• delivery instructions;
• site-access information;
• photographs where reasonably required in connection with a delivery or complaint; and
• delivery records.

Marketing information

We may record:

• whether you have agreed to receive marketing;
• the type of marketing you receive;
• marketing interactions; and
• requests to unsubscribe.

Website information

When you use our website, we or our website and analytics providers may collect information including:

• IP address;
• browser type;
• device information;
• pages viewed;
• date and time of visits;
• referring website or source;
• cookie identifiers; and
• interactions with our website and advertising.

CCTV

When you visit Haven Timber's premises, you may be recorded by our CCTV system.

3. HOW WE COLLECT PERSONAL INFORMATION

3.1 We may collect information directly from you when you:

• request a quotation;
• place an order;
• make a payment;
• arrange a delivery;
• collect goods;
• contact us;
• make an enquiry;
• make a complaint;
• apply for a trade account;
• apply for credit facilities;
• subscribe to marketing; or
• use our website.

3.2 We may also receive personal information from:

• businesses or representatives acting on your behalf;
• individuals authorised to use a trade account;
• payment providers;
• credit-reference or business-information providers;
• trade-reference providers;
• publicly available business information;
• website and analytics providers; and
• professional advisers or service providers where appropriate.

4. WHY WE USE YOUR PERSONAL INFORMATION

4.1 Quotations, orders and contracts

We may use personal information to:

• prepare quotations;
• process orders;
• confirm orders;
• take payment;
• prepare goods for collection;
• arrange deliveries;
• provide receipts and invoices;
• administer returns and refunds;
• communicate about orders;
• provide customer support;
• deal with product enquiries;
• investigate complaints; and
• administer warranties.

Our lawful basis will normally be that the processing is necessary to enter into or perform a contract with you.

4.2 Trade accounts and credit facilities

Where you apply for or operate a trade account, we may use personal information to:

• assess applications;
• conduct credit checks;
• obtain trade references;
• decide whether to offer credit;
• establish or review credit limits;
• administer cash and credit accounts;
• issue invoices and statements;
• monitor account usage;
• monitor payment history;
• prevent fraud;
• manage financial risk; and
• pursue overdue debts.

Our lawful basis may include performance of a contract, compliance with legal obligations and our legitimate interests in managing commercial credit responsibly and protecting Haven Timber against fraud and financial loss.

4.3 Deliveries

We may use personal information including names, addresses, telephone numbers and delivery instructions to:

• plan delivery routes;
• contact customers regarding deliveries;
• identify suitable delivery locations;
• record delivery;
• deal with access issues; and
• investigate delivery queries.

This processing is normally necessary to perform our contract with you.

4.4 Customer service, complaints and disputes

We may process personal information to:

• respond to enquiries;
• investigate complaints;
• investigate alleged faults;
• resolve disputes;
• deal with warranty matters;
• obtain or review photographs and other evidence;
• communicate with insurers or professional advisers where appropriate; and
• establish, exercise or defend legal claims.

Our lawful basis may include performance of a contract, compliance with legal obligations and our legitimate interests in properly investigating and resolving complaints and disputes.

4.5 Accounting and legal obligations

We may process and retain information where necessary to:

• maintain accounting records;
• issue invoices;
• maintain tax records;
• comply with company-law obligations;
• comply with regulatory requirements;
• respond to lawful requests from authorities; and
• meet other legal obligations.

4.6 Fraud prevention and security

We may process personal information where reasonably necessary to:

• prevent or investigate fraud;
• prevent theft;
• protect payments;
• protect our premises;
• protect customers and staff;
• protect stock, vehicles and property; and
• investigate unlawful activity.

Our lawful basis is normally our legitimate interest in protecting our customers, staff, business and property or compliance with a legal obligation where applicable.

5. PAYMENT PROCESSING – ADYEN

5.1 Haven Timber uses Adyen to process certain card transactions and payment-link payments.

5.2 When you make a payment, Adyen may process information including:

• payment-card information;
• transaction value;
• transaction date and time;
• payment status;
• device or security information; and
• information required to authenticate or protect the transaction.

5.3 Adyen may also use payment information for fraud detection and payment-security purposes.

5.4 Where Adyen acts independently in relation to certain payment-processing activities, its own privacy terms will apply to that processing.

5.5 Haven Timber does not use full payment-card details for unrelated purposes.

6. DIRECT MARKETING

6.1 Haven Timber may send information about products, promotions, special offers, clearance products, seasonal products and other Haven Timber news by:

• email;
• SMS/text message;
• telephone; or
• post,

where we have an appropriate lawful basis to do so.

6.2 This may be based upon your consent or another lawful basis available to us under applicable marketing and data-protection legislation.

6.3 You can ask us to stop sending direct marketing at any time.

You may do this by:

• using an unsubscribe option provided in the communication;
• replying to a message where appropriate;
• emailing martina@haventimber.co.uk;
• telephoning 01225 720140; or
• asking a member of Haven Timber staff.

6.4 If you unsubscribe from marketing, we may retain enough information to ensure that your request continues to be respected.

6.5 Stopping marketing does not prevent Haven Timber from sending necessary communications concerning:

• an existing order;
• a quotation;
• a delivery;
• an invoice;
• a trade account;
• a complaint;
• a warranty; or
• another service you have requested.

7. CCTV

7.1 Haven Timber operates CCTV at its premises.

7.2 CCTV may record:

• customers;
• visitors;
• staff;
• contractors;
• vehicles; and
• other persons entering or moving around our premises.

7.3 CCTV is used for purposes including:

• protecting customers, staff and visitors;
• preventing and detecting crime;
• protecting stock;
• protecting vehicles, tools and equipment;
• protecting buildings and property;
• investigating accidents and incidents;
• investigating theft or damage; and
• establishing, exercising or defending legal claims.

7.4 Our lawful basis for CCTV processing is normally our legitimate interest in maintaining the safety and security of our premises and protecting people and property.

7.5 CCTV footage is accessible only to persons who have a legitimate reason to access it.

7.6 CCTV footage may be provided to:

• the police;
• insurers;
• legal advisers;
• courts;
• regulatory authorities; or
• other appropriate parties,

where there is a lawful and legitimate reason for disclosure.

7.7 CCTV footage is normally retained for up to 30 days.

7.8 Where particular footage is required in connection with:

• an accident;
• incident;
• complaint;
• theft;
• investigation;
• insurance claim;
• legal dispute;
• law-enforcement request; or
• legal proceedings,

the relevant footage may be retained for longer where reasonably necessary.

8. CREDIT CHECKS

8.1 Haven Timber may carry out credit checks where a Business Customer applies for credit facilities or where we reasonably need to review an existing credit account.

8.2 This may involve obtaining information from:

• credit-reference agencies;
• business-information providers;
• trade-reference providers;
• public business registers; and
• other appropriate commercial sources.

8.3 We may use this information to:

• assess creditworthiness;
• decide whether to offer credit;
• establish a credit limit;
• review a credit limit;
• manage financial risk;
• prevent fraud; and
• protect Haven Timber against bad debt.

8.4 Our lawful basis is normally our legitimate interest in responsibly managing commercial credit and protecting our business from financial loss.

9. WHO WE MAY SHARE PERSONAL INFORMATION WITH

9.1 We only share personal information where reasonably necessary and where we have a lawful basis to do so.

9.2 Depending upon the circumstances, personal information may be shared with:

• Adyen and other payment providers;
• banks and financial institutions;
• accountants;
• bookkeepers;
• auditors;
• insurers;
• legal advisers;
• IT providers;
• website providers;
• Yell;
• hosting providers;
• website analytics providers;
• advertising providers;
• delivery and transport providers;
• credit-reference agencies;
• business-information providers;
• trade-reference providers;
• debt-recovery providers;
• fraud-prevention providers;
• law-enforcement agencies;
• courts;
• regulators;
• HM Revenue & Customs;
• government bodies; and
• other professional or service providers where reasonably necessary.

9.3 We do not routinely provide customer personal information to garden-building manufacturers for delivery or warranty purposes.

9.4 Haven Timber does not sell customer personal information.

10. HOW LONG WE KEEP PERSONAL INFORMATION

10.1 We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting, tax, warranty, debt-recovery and dispute-resolution requirements.

10.2 Different categories of information may therefore have different retention periods.

Order, invoice and accounting information

We may retain order, invoice and transaction records for the period required to comply with applicable accounting and tax requirements and for an appropriate period afterwards where required for legal or dispute purposes.

Trade-account records

Trade-account records may be retained while the account remains active and for an appropriate period afterwards for accounting, debt-recovery, fraud-prevention and legal purposes.

Complaints and disputes

Information relating to complaints, disputed goods, warranties or legal claims may be retained for an appropriate period having regard to the nature of the matter and applicable legal limitation periods.

Marketing records

Marketing information may be retained while you remain subscribed.

Where you unsubscribe, we may retain a minimal suppression record so that we can continue to honour your request not to receive marketing.

CCTV

CCTV footage is normally retained for up to 30 days, unless the footage is required for a specific incident, investigation, complaint, insurance matter or legal claim.

10.3 Personal information will be deleted, anonymised or securely disposed of when we no longer reasonably need it.

11. COOKIES AND SIMILAR TECHNOLOGIES

11.1 Our website uses cookies and similar technologies.

11.2 Cookies are small pieces of information stored on your computer, tablet, smartphone or other device when you visit a website.

11.3 Similar technologies may include:

• pixels;
• tags;
• local storage;
• advertising identifiers; and
• other technologies capable of storing information on or accessing information from your device.

12. ESSENTIAL COOKIES

12.1 Some cookies and technologies are necessary for our website to operate correctly.

12.2 They may be used for purposes including:

• website security;
• basic website functionality;
• remembering privacy or cookie choices;
• maintaining website sessions; and
• providing a feature specifically requested by the user.

12.3 Where the law permits these technologies to be used without consent because they are strictly necessary, we may use them without requesting consent.

13. ANALYTICS

13.1 Haven Timber uses website analytics to help us understand how people use our website.

13.2 Analytics information may help us understand:

• how many people visit the website;
• which pages are most frequently viewed;
• how visitors reach the website;
• how visitors navigate the website;
• which products or information attract interest; and
• how the website performs.

13.3 We use this information to improve the website, our marketing and the customer experience.

13.4 Where analytics technologies require consent, they should only be used after the appropriate consent has been obtained.

14. ADVERTISING AND MARKETING TECHNOLOGIES

14.1 Our website may use advertising and marketing technologies, including third-party tracking or advertising pixels.

14.2 These technologies may be used to:

• measure advertising performance;
• understand whether someone visited our website following an advert;
• understand interactions with our marketing;
• create advertising audiences;
• limit or manage advertising; and
• display advertising which may be more relevant.

14.3 Where consent is required for these technologies, they should not be activated until the visitor has made an appropriate consent choice.

15. COOKIE CONSENT AND CHOICES

15.1 Where applicable law requires consent, Haven Timber will seek consent before non-essential cookies or similar technologies are activated.

15.2 Website visitors should be given a genuine choice concerning non-essential technologies.

15.3 Depending upon the controls available on our website, you may be able to:

• accept non-essential cookies;
• reject non-essential cookies; or
• manage individual categories of cookies.

15.4 You may also be able to control cookies through your web browser.

15.5 Blocking certain cookies may affect website functionality.

16. YELL AND WEBSITE PROVIDERS

16.1 Haven Timber's website is operated using services provided through Yell and other website-service providers.

16.2 Yell and associated providers may process information necessary to:

• host the website;
• provide website functionality;
• provide analytics;
• operate security measures;
• manage cookies; and
• provide related website services.

16.3 The precise technologies used by the website may change as Yell or our other service providers update their platforms.

16.4 Haven Timber will seek to ensure that appropriate cookie controls and privacy information are maintained where required.

17. GOOGLE, META AND OTHER ANALYTICS OR ADVERTISING PROVIDERS

17.1 Haven Timber may use services provided by companies such as Google, Meta/Facebook or other analytics and advertising providers.

17.2 Where these services use cookies, pixels or similar tracking technologies requiring consent, they should be controlled through the website's cookie-consent mechanism.

17.3 These providers may process data in accordance with their own privacy policies and applicable agreements with Haven Timber.

18. INTERNATIONAL TRANSFERS

18.1 Some organisations that provide technology, payment, website, analytics or other services to Haven Timber may process personal information outside the United Kingdom.

18.2 Where personal information is transferred internationally and UK data-protection law requires safeguards, appropriate safeguards will be used.

18.3 These may include:

• an applicable adequacy decision or regulation;
• approved contractual safeguards; or
• another lawful international-transfer mechanism.

19. INFORMATION SECURITY

19.1 Haven Timber takes reasonable organisational and technical measures to protect personal information against:

• unauthorised access;
• accidental loss;
• unlawful disclosure;
• misuse;
• alteration; and
• destruction.

19.2 Access to personal information is limited to people who reasonably require it for their work.

19.3 Where appropriate, third-party service providers processing personal information on our behalf are required to protect that information.

19.4 No electronic system can be guaranteed to be completely secure, but Haven Timber takes reasonable steps appropriate to the information we process.

20. YOUR DATA-PROTECTION RIGHTS

20.1 Depending upon the circumstances and applicable law, you may have the following rights.

Right to be informed

You have the right to receive clear information about how Haven Timber uses your personal information.

Right of access

You may request access to personal information Haven Timber holds about you.

Right to rectification

You may ask us to correct personal information which is inaccurate or incomplete.

Right to erasure

In certain circumstances, you may ask us to delete personal information.

This right is not absolute and does not apply where Haven Timber has a lawful reason or obligation to retain the information.

Right to restrict processing

In certain circumstances, you may ask us to restrict the way we use personal information.

Right to data portability

In certain circumstances, you may have the right to receive personal information in a structured, commonly used and machine-readable format or request that it be transferred to another organisation.

Right to object

You may have the right to object to certain processing based upon legitimate interests.

You have a particular right to object to the use of your personal information for direct marketing.

Right to withdraw consent

Where Haven Timber relies upon consent, you may withdraw that consent at any time.

Withdrawal does not make processing carried out lawfully before withdrawal unlawful.

Rights concerning automated decision-making

Where applicable law gives you rights relating to solely automated decision-making which produces legal or similarly significant effects, those rights will apply.

The previous Yell policy also identified access, correction, deletion, restriction, portability, objection and withdrawal of consent as individual data-protection rights.

21. HOW TO EXERCISE YOUR RIGHTS

21.1 If you wish to exercise a data-protection right or have a question about how Haven Timber uses your personal information, please contact:

Haven Timber Holdings Ltd trading as Haven Timber

Farleigh Road
Norton St Philip
Bath
BA2 7NG

Telephone: 01225 720140

Email: martina@haventimber.co.uk

21.2 We may need to verify your identity before providing personal information or acting upon certain requests.

22. COMPLAINTS TO THE INFORMATION COMMISSIONER'S OFFICE

22.1 If you are unhappy with the way Haven Timber has used or protected your personal information, please contact us so that we have an opportunity to investigate your concerns.

22.2 You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's data-protection regulator.

Current information about the ICO and how to make a complaint is available from the ICO.

The previous policy also recognised the right to complain to the ICO.

23. LINKS TO OTHER WEBSITES

23.1 The Haven Timber website may contain links to websites operated by other organisations.

23.2 Haven Timber is not responsible for the privacy practices, security or content of third-party websites.

23.3 Where you visit another website, you should read the privacy information provided by that organisation.

24. CHILDREN'S INFORMATION

24.1 Haven Timber's website and products are not intended to collect personal information directly from children.

24.2 Where we sell a children's product, such as a playhouse, our contract and communications will be with the adult customer placing the order.

24.3 If we become aware that we have unnecessarily collected personal information directly from a child, we will take appropriate steps to address this.

25. CHANGES TO THIS PRIVACY & COOKIE POLICY

25.1 Haven Timber may update this Privacy & Cookie Policy from time to time.

25.2 Changes may be made to reflect:

• changes to our business;
• changes to our website;
• new service providers;
• changes to the technology we use;
• changes to data-protection or marketing law; or
• regulatory guidance.

25.3 The latest version will be published on the Haven Timber website.

25.4 The date at the top of this policy shows when it was most recently updated.

26. CONTACT DETAILS

For questions about this Privacy & Cookie Policy, your personal information or your data-protection rights, contact:

Haven Timber Holdings Ltd trading as Haven Timber

Trading Address:
Farleigh Road
Norton St Philip
Bath
BA2 7NG

Telephone: 01225 720140

Email: martina@haventimber.co.uk

Company Number: 08203843

VAT Number: 151 9427 09

Registered Office:
141 Englishcombe Lane
Bath
England
BA2 2EL