Terms & Conditions

Terms & Conditions

Last updated: July 2026

These Terms and Conditions apply to the use of the Fencing Supplies London website and to orders placed with Fencing Supplies London, whether placed online, over the phone, by email or in person.

By using our website or placing an order with us, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order.

These Terms and Conditions should be read alongside our Delivery Information, Returns and Refund Policy, Privacy Policy and any other policies displayed on our website.

About Fencing Supplies London

Fencing Supplies London supplies fencing, timber, concrete products, landscaping materials and related accessories to retail, trade and commercial customers.

Our business identity, correspondence address and contact details are shown on our website and on relevant order documentation.

If you need to contact us regarding an order, product, delivery, collection or return, please use the details shown on our Contact Us page.

Definitions

Within these Terms and Conditions:

• “We”, “us” and “our” means the business operating as Fencing Supplies London.
• “You” and “customer” means the person, business or organisation placing an order with us.
• “Goods” means products supplied by Fencing Supplies London.
• “Website” means the Fencing Supplies London website.
• “Consumer” means an individual purchasing goods wholly or mainly for personal use and not for business, trade or professional purposes.
• “Business customer” or “trade customer” means a customer purchasing goods wholly or mainly for business, trade, resale, construction, landscaping, installation or commercial purposes.

Use of Our Website

You agree to use our website only for lawful purposes and in a way that does not damage, interrupt, overload or interfere with the operation or security of the website.

You must not attempt to gain unauthorised access to the website, its server, customer accounts, administrative systems or any connected database or service.

We may update, change, remove, restrict or suspend any part of our website where reasonably necessary, including for maintenance, security, technical or commercial reasons.

We take reasonable care to keep product information, prices, stock availability and delivery information accurate. However, errors may occasionally occur, and we reserve the right to correct errors or omissions.

Product Information

We make reasonable efforts to describe and display our products accurately.

Product images are provided for illustration purposes. Colours, finishes, grain patterns, treatment shades, dimensions and general appearance may vary from the images displayed on our website.

Measurements, sizes, weights and product specifications are approximate unless expressly stated otherwise and may be subject to normal manufacturing tolerances.

Where products are manufactured or supplied by third parties, descriptions, specifications, technical information and guarantees may be based on information provided by the relevant manufacturer or supplier.

Product packaging, labels, finishes and specifications may be updated by a manufacturer without prior notice, provided the product remains substantially equivalent to the item ordered.

Natural Product Characteristics

Many of the goods we supply are natural, outdoor, landscaping or heavy-duty construction products. Natural variations and ordinary manufacturing characteristics will not necessarily amount to faults.

Timber products may display characteristics including:

• Knots and knot holes
• Splits, shakes and checking
• Grain and colour variation
• Resin or sap
• Movement, twisting, bowing or warping
• Saw, handling and treatment marks
• Changes caused by moisture content and weather exposure

Pressure-treated timber can vary in colour when first supplied and will normally weather over time when exposed to outdoor conditions.

Concrete products may contain minor chips, surface marks, air holes, colour variation, mould marks, hairline surface cracks and efflorescence. Efflorescence is a naturally occurring white bloom that may appear on concrete and is not normally considered a structural fault.

Composite products may be subject to colour variation, weathering, expansion and contraction. Composite materials must be stored and installed in accordance with the relevant manufacturer’s instructions.

These provisions do not exclude your rights where goods are faulty, unsafe, not as described, not of satisfactory quality or not fit for a purpose made known to us.

Product Suitability

It is the customer’s responsibility to check that the goods ordered are suitable for the intended project, installation method, site conditions, measurements and required finish.

Any general product guidance provided by Fencing Supplies London is given in good faith and is based on the information supplied by the customer.

We cannot accept responsibility for errors resulting from incorrect measurements, incomplete information, unsuitable ground conditions, planning restrictions or installation requirements that were not made known to us.

Customers should obtain advice from a suitably qualified installer, engineer or other professional where they are unsure about structural requirements, planning requirements, ground conditions or installation methods.

Placing an Order

When you submit an order, you are making an offer to purchase the goods listed in that order.

An automated order acknowledgement confirms that we have received your order but does not necessarily mean that the order has been accepted.

A contract is formed when we confirm that the order has been accepted, begin preparing the goods for fulfilment, confirm dispatch or confirm that the order is ready for collection.

We reserve the right to refuse or cancel an order where reasonably necessary, including where:

• Goods are unavailable
• A price or product information error has occurred
• Payment has not been authorised or received
• Delivery cannot reasonably or safely be completed
• The order exceeds operational or vehicle capacity
• The order appears fraudulent, suspicious or unauthorised
• The customer has provided incomplete or incorrect information

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled goods.

Checking Your Order Details

Customers are responsible for checking all order details carefully before completing checkout or confirming an order.

This includes:

• Product types and descriptions
• Measurements and sizes
• Quantities
• Colours and finishes
• Delivery or collection method
• Delivery and billing addresses
• Telephone and email details
• Any special delivery or access instructions

Once an order has entered our picking, manufacturing, preparation or delivery process, it may not be possible to add, remove or change items.

If additional goods are required after an order has been placed, a separate order may need to be placed and a separate delivery charge may apply.

Delivery addresses may not be changed once an order has entered preparation or has been allocated to a delivery route.

If you notice an error after ordering, please contact us as soon as possible. We will try to help, but changes cannot be guaranteed.

Stock Availability

All goods are subject to availability.

Our website may not always display live or completely up-to-date stock quantities. Stock levels can change quickly, particularly during busy periods.

If an item becomes unavailable after an order has been placed, we may contact you to offer one or more of the following options:

• A suitable alternative product
• Waiting for replacement stock
• A split delivery where practical
• Removal and refund of the unavailable item
• Cancellation and refund of the affected order

We will not substitute a materially different product without your agreement.

Prices and VAT

All prices displayed on our website are in pounds sterling.

Prices may be displayed including VAT, excluding VAT or both, depending on the relevant website page, account type or customer group.

The applicable price and VAT amount will be shown during checkout or on the quotation, order confirmation or invoice.

We reserve the right to change prices at any time before an order is accepted.

Price changes will not normally affect orders that have already been accepted and paid for, except where there has been an obvious and genuine pricing error.

If goods are displayed at an incorrect price, we may cancel the affected item or contact you to ask whether you wish to proceed at the correct price.

Trade Prices, Promotions and Discounts

Trade prices, account prices, quotations, discount codes and promotional offers are provided at our discretion and may be changed, suspended or withdrawn.

Trade pricing may differ between website orders, account orders, telephone orders, quotations and purchases made at a trade counter or collection point.

Discount codes must be entered or provided before an order is completed. They cannot normally be applied retrospectively.

Discounts, promotional offers and special prices cannot be combined unless we expressly state otherwise.

Discounts may exclude certain products, product groups, delivery charges or special-order goods.

Payment

Payment must be made in full when the order is placed unless alternative payment terms have been agreed by us in writing.

We may withhold goods, delay preparation, suspend delivery or cancel an order if payment has not been received in full or is later reversed, disputed or recalled.

Ownership of the goods remains with us until full cleared payment has been received.

Risk in the goods will pass in accordance with the Risk and Responsibility section below.

Security and Fraud Checks

We reserve the right to carry out reasonable security and fraud checks on any order.

We may request additional information to verify the customer, order, payment method, billing address or delivery address.

We may delay, refuse or cancel an order where we reasonably believe it may be fraudulent, suspicious, unauthorised or connected with unlawful activity.

Delivery

Deliveries are subject to our Delivery Information page, which forms part of these Terms and Conditions.

Delivery charges are calculated according to factors including the delivery postcode, order value, delivery zone, product type and any special delivery requirements.

Delivery dates, delivery windows and lead times are estimates unless we have expressly agreed a guaranteed service in writing.

We recommend that customers do not book installers, landscapers, tradespeople, plant hire or other third parties until all goods have arrived and have been checked.

We will not be responsible for avoidable costs resulting from third parties being booked before goods have arrived, except where such losses cannot legally be excluded.

Kerbside Delivery

Unless otherwise agreed in writing, deliveries are completed on a kerbside delivery basis.

Our driver will unload the goods at the nearest safe and reasonably accessible location at the delivery address.

Drivers cannot normally carry goods:

• Through houses, garages or other buildings
• Through side gates or narrow access routes
• Over walls, fencing or other obstacles
• Into rear gardens
• Up or down steps
• Across long distances
• To the final installation position

The final unloading location is at the driver’s discretion and will depend on vehicle access, product weight, ground conditions, available space and health and safety considerations.

Delivery Access

Customers must ensure that safe and suitable access is available for our delivery vehicle.

You must tell us before delivery about any relevant access restrictions, including:

• Narrow roads
• Low bridges or low branches
• Weight or width restrictions
• Parking or loading restrictions
• Red routes
• Private or unmade roads
• Gated entrances
• Steep or unsuitable driveways
• Restricted turning space
• Building-site access requirements

If delivery cannot be completed because of unsuitable access, incorrect information, an unavailable unloading area or another matter outside our reasonable control, a redelivery charge and any reasonable associated costs may apply.

Heavy and Bulky Goods

Many products supplied by Fencing Supplies London are large, heavy or difficult to handle, including fence panels, concrete posts, concrete gravel boards, timber posts, sleepers, timber and bagged materials.

Customers must ensure that adequate space is available for the goods to be unloaded and stored safely.

For particularly heavy or bulky orders, we may require a suitable person to be present to assist with unloading.

If unloading assistance has been agreed or reasonably required and nobody is available, the driver may refuse to unload where continuing would be unsafe.

A redelivery charge and other reasonable costs may apply where delivery cannot be completed for this reason.

Delivery Without the Customer Present

Where it is safe and reasonable to do so, we may complete delivery without anyone being present at the property.

Where the customer has requested or authorised delivery without attendance, the driver may leave the goods in a safe and suitable location at the delivery address.

If there is no safe unloading location, access is obstructed or the delivery cannot reasonably be completed, the goods may be returned and a redelivery charge may apply.

Risk and Responsibility

For consumer orders, responsibility for the goods normally passes when the goods are delivered into the physical possession of the customer or a person nominated by the customer.

For business and trade orders, risk passes when the goods are delivered to the stated delivery address, unloaded at the agreed location or collected from our premises.

Where the customer has expressly authorised the goods to be left without attendance, responsibility passes once the delivery has been completed at the authorised location.

We may use delivery photographs, signed delivery notes, driver records, order records and vehicle tracking information as evidence of delivery.

Collections

Collection orders are separate from delivery orders.

Customers must wait until they have received confirmation that the order is ready before travelling to collect it.

Customers are responsible for bringing a suitable vehicle and for ensuring that goods can be transported safely and legally.

Customers are responsible for checking that their load is adequately supported, restrained and secured before leaving the collection location.

We reserve the right to refuse or stop loading where we reasonably believe that the vehicle is unsuitable, overloaded or incapable of transporting the goods safely.

Consumer Cancellation Rights

This section applies to consumers who purchase goods online, by telephone or by email under a distance contract.

Subject to the legal exceptions, a consumer may cancel a distance order from the date the contract is formed until 14 days after the day on which the consumer, or a person nominated by the consumer, receives the goods.

Where an order contains multiple goods delivered on different days, the cancellation period normally ends 14 days after the day on which the final goods are received.

To cancel, the customer must clearly tell us of the decision to cancel before the cancellation period expires.

The goods must then be returned or handed back without undue delay and no later than 14 days after the customer informed us of the cancellation.

Unless the goods are faulty, damaged or incorrect, the customer is responsible for the direct cost of returning cancelled goods where this was explained before purchase.

Due to the size and weight of fencing, timber and concrete products, return transport costs may be substantial.

The customer may inspect goods to the same extent reasonably permitted in a shop. We may make a lawful deduction from the refund where handling beyond this has reduced the value of the goods.

Goods Excluded From Change-of-Mind Cancellation

The statutory right to cancel may not apply to certain goods, including:

• Goods made to the customer’s specifications
• Made-to-measure or personalised products
• Products cut, drilled, altered or modified at the customer’s request
• Goods that become inseparably mixed with other items after delivery
• Other goods covered by a legal cancellation exemption

This does not affect the customer’s rights where excluded goods are faulty, not as described or otherwise fail to meet applicable legal requirements.

In-Person Purchases

Customers do not automatically have a legal right to return goods purchased in person solely because they have changed their mind.

Any change-of-mind return for goods purchased in person will be subject to our Returns and Refund Policy and accepted at our discretion, without affecting legal rights relating to faulty or misdescribed goods.

Business and Trade Cancellations

Business and trade customers do not receive consumer distance-selling cancellation rights.

Cancellation requests from business and trade customers are subject to our agreement and may be refused where goods have already been ordered, allocated, manufactured, cut, altered, prepared or dispatched.

Special-order items, made-to-order goods, bespoke goods and materials obtained specifically for a business or trade customer cannot normally be cancelled after we have committed to supplying them.

Reasonable cancellation, administration, restocking, collection or transport costs may be deducted where a business cancellation is accepted.

Returns

Returns are subject to our Returns and Refund Policy.

Change-of-mind goods must be returned clean, unused, uninstalled, undamaged and, where applicable, in their original packaging.

We may refuse a discretionary return or make a lawful deduction where goods have been:

• Installed, fitted or used
• Cut, drilled, painted, stained or altered
• Damaged after delivery
• Stored or handled incorrectly
• Returned with missing parts or packaging
• Reduced in value through unnecessary handling

Customers arranging their own return are responsible for packaging, protecting and transporting goods safely.

The customer remains responsible for returned goods until they have been received by us.

Damaged, Missing or Incorrect Goods

Please inspect goods as soon as reasonably possible following delivery or collection.

Damaged, missing or incorrect goods should be reported to us as soon as possible and preferably within 48 hours, so that we can investigate promptly.

When reporting an issue, please provide:

• Your order number
• A clear explanation of the issue
• Details of affected quantities
• Clear photographs or video where relevant
• Photographs of packaging and delivery condition where applicable

Do not install, cut, alter, paint or use goods that you believe are damaged, faulty or incorrect until we have had a reasonable opportunity to review the issue.

A request to report visible issues within 48 hours does not remove any statutory consumer rights.

Faulty Goods and Consumer Rights

Consumer goods must be of satisfactory quality, fit for any particular purpose made known to us and match their description.

Where consumer goods do not meet these requirements, the customer may be entitled to legal remedies including rejection, repair, replacement, a price reduction or refund depending on the circumstances and the time that has passed.

Consumers may have a short-term right to reject qualifying faulty goods within 30 days of delivery.

After the short-term rejection period, the customer may normally be entitled to request a repair or replacement before seeking a price reduction or final right to reject, subject to applicable law.

We may ask for photographs, videos, measurements, batch information or other reasonable evidence to help assess an alleged fault.

We are not responsible for problems caused solely by:

• Incorrect or unsuitable installation
• Failure to follow manufacturer instructions
• Misuse or accidental damage
• Normal wear, natural movement or weathering
• Unsuitable site or ground conditions
• Poor maintenance
• Incorrect storage or handling after delivery
• Alterations made after supply

Nothing in this section limits the customer’s statutory rights.

Refunds

Approved refunds will normally be made to the original payment method.

Where a consumer validly cancels a distance order, we will refund the price paid for the cancelled goods and the cost of our least expensive standard delivery option, where legally required.

Any additional amount paid for an enhanced, express or specially requested delivery service may not be refundable beyond the cost of standard delivery.

We may withhold a cancellation refund until we have received the returned goods or the customer provides satisfactory evidence that they have been returned, whichever occurs first.

Applicable cancellation refunds will be processed without undue delay and normally within 14 days after the relevant returned goods or evidence of return has been received.

Banking and payment-provider processing times are outside our control and may affect when the money appears in the customer’s account.

Where a refund is lawfully reduced because goods have been unnecessarily handled, damaged or reduced in value, we will explain the reason for the deduction.

Manufacturer Guarantees and Warranties

Some goods may include a manufacturer’s guarantee or warranty.

Manufacturer guarantees are provided subject to the relevant manufacturer’s terms, exclusions, registration requirements, installation requirements and claims process.

Customers may be required to provide proof of purchase, product codes, photographs, installation information or maintenance records when making a warranty claim.

A manufacturer guarantee is additional to, and does not replace or restrict, applicable statutory consumer rights.

Installation

Unless expressly agreed in writing, Fencing Supplies London supplies goods only and does not provide installation services.

Customers are responsible for arranging competent installation and ensuring that products are installed safely and in accordance with applicable instructions, standards and site requirements.

Goods should be checked before installation begins.

Installing, cutting or altering visibly damaged or incorrect goods may affect the remedies reasonably available, except where the customer could not reasonably have discovered the issue beforehand.

Product Care, Handling and Storage

Customers are responsible for storing and handling goods correctly following delivery or collection.

Timber, panels, posts, sleepers, composite materials, concrete products and other outdoor goods should be adequately supported, safely stacked and protected from unsuitable storage conditions before installation.

Products should not be left unsupported, placed on unsuitable ground or stored in a way that may cause avoidable distortion, breakage, staining or damage.

We are not responsible for deterioration or damage caused after delivery by incorrect storage, mishandling, misuse, avoidable exposure or failure to follow manufacturer guidance.

Quotations

Quotations are based on the product, quantity, delivery and project information available when the quotation is prepared.

Unless expressly stated otherwise, quotations are subject to:

• Stock and supplier availability
• Price changes
• Delivery charges and access requirements
• Product specification changes
• A stated quotation expiry date

A quotation does not reserve goods unless we expressly confirm otherwise.

The customer is responsible for checking that a quotation includes the correct products, dimensions, quantities, colours and delivery details before accepting it.

Website and Administrative Errors

We reserve the right to correct genuine website or administrative errors, including errors relating to pricing, VAT, stock, product descriptions, measurements, images, delivery charges and technical functionality.

If an error materially affects an order, we may contact the customer to explain the issue and offer an amendment, suitable alternative or cancellation and refund.

Our Liability to Consumers

Nothing in these Terms and Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

We are responsible for loss or damage suffered by a consumer where it is a foreseeable result of our breach of contract or failure to use reasonable care and skill.

We are not responsible for loss or damage that was not foreseeable, was not caused by our breach, or could reasonably have been avoided by the customer.

We supply consumer goods for domestic and private use. Where a consumer uses goods for commercial or business purposes, we will not be responsible for business losses including loss of profit, revenue, contracts or opportunity.

Nothing in this section affects a consumer’s statutory rights.

Our Liability to Business and Trade Customers

This section applies only to business and trade customers.

Nothing excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded.

Subject to the paragraph above, we will not be liable to a business customer for indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of opportunity, loss of anticipated savings or loss of goodwill.

Subject to applicable law, our total liability to a business customer arising from an order will not exceed the total amount paid for the goods giving rise to the claim.

Events Outside Our Reasonable Control

We will not be responsible for failure or delay caused by events outside our reasonable control.

Such events may include:

• Severe weather
• Flooding, fire or natural events
• Traffic delays and road closures
• Vehicle or equipment breakdowns
• Supplier or manufacturer delays
• Stock or material shortages
• Industrial action or labour shortages
• Accidents
• Power, telecommunications or system failures
• Government restrictions or legal requirements
• Other circumstances beyond our reasonable control

Where an event outside our control affects an order, we will take reasonable steps to minimise the impact and contact the customer where appropriate.

Intellectual Property

Website content, including text, product descriptions, photographs, logos, graphics, icons, layouts and design elements, belongs to Fencing Supplies London, our licensors or our suppliers unless stated otherwise.

You may not reproduce, republish, distribute, commercially exploit, modify or systematically extract website content without prior written permission.

You may print or save reasonable extracts for personal, non-commercial use.

Privacy and Data Protection

We process personal information in accordance with our Privacy Policy.

Customer information may be used where necessary to process orders, collect payment, arrange delivery, provide customer service, prevent fraud, maintain business records and comply with legal obligations.

Links to Other Websites

Our website may contain links to manufacturer websites, payment providers or other third-party resources.

External websites are operated independently. We are not responsible for their content, accuracy, security, privacy practices or availability.

Complaints

If you are unhappy with goods or services supplied by us, please contact us using the details displayed on our website.

Please provide your order number and sufficient details for us to investigate the matter.

We will try to review and resolve complaints fairly and within a reasonable period.

Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes to our business, website, products, operating procedures or applicable law.

The Terms and Conditions applying to an order will normally be those in effect when the order is placed.

Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in effect.

No Waiver

If we delay or fail to enforce any provision of these Terms and Conditions, this does not mean that we have waived the right to enforce it later.

Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales.

Consumers may bring proceedings in the courts of England and Wales or, where applicable law permits, in the part of the United Kingdom in which they live.

Business and trade customers agree that the courts of England and Wales will have exclusive jurisdiction, unless we agree otherwise in writing.

Contact Us

If you have questions about these Terms and Conditions, please contact Fencing Supplies London using the contact details displayed on our website.