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Terms & Conditions


1. About Us

This website is operated by Simply Timber, a trading name of Substruo Limited.

Registered Office:

128 City Road

London

EC1V 2NX

United Kingdom

Company Number: 14138382

VAT Number: GB440999754

References in these Terms to “we”, “us”, and “our” refer to Substruo Limited trading as Simply Timber.

By accessing this website or placing an order with us, you agree to be bound by these Terms & Conditions.

2. Products

We supply timber, sheet materials, fencing products, landscaping products, fixings, tools, and related building materials through our website.

All product images, dimensions, descriptions, specifications, and colours are provided for illustrative purposes only. Timber is a natural product and variations may occur including, but not limited to:

  • grain;
  • colour;
  • knots;
  • moisture content;
  • finish;
  • warping;
  • shrinkage; and
  • surface texture.

Minor variations and natural characteristics shall not constitute defects.

Finished sizes may differ from nominal sizes due to machining, planing, treatment, and manufacturing processes.

We reserve the right to substitute products with equivalent products of equal or greater quality where necessary due to supplier availability, manufacturing changes, or stock shortages.

All products are subject to availability.

3. Pricing & VAT

All prices displayed on this website are exclusive of VAT unless expressly stated otherwise.

VAT will be added at the applicable rate during checkout.

A fixed delivery charge of £25.00 plus VAT applies to standard deliveries unless otherwise stated at checkout.

Delivery charges are displayed separately before payment is completed.

We reserve the right to amend pricing at any time prior to acceptance of an order.

In the event of a pricing or listing error, we reserve the right to cancel the order and provide a full refund.

4. Orders

All orders are subject to acceptance and availability.

After placing an order, you will receive an order confirmation email. This email acknowledges receipt of your order but does not constitute acceptance.

A legally binding contract is formed only when:

  • payment has been authorised; and
  • we dispatch the goods or confirm dispatch.

We reserve the right to:

  • refuse any order;
  • limit quantities;
  • cancel orders due to stock shortages, pricing errors, suspected fraud, or delivery restrictions.

5. Payment

Payment must be made in full before dispatch unless otherwise agreed in writing.

We accept the payment methods displayed at checkout.

All transactions are processed securely through third-party payment providers.

We do not store full payment card details.

6. Delivery

We currently deliver within England and selected UK regions.

Deliveries are typically made using transit vans, flatbed vehicles, crane vehicles, or larger commercial delivery vehicles depending on the size and weight of the order.

Customers are responsible for ensuring that the delivery location is safely and legally accessible for the delivery vehicle required. This includes ensuring:

  • adequate road width and turning access;
  • suitable hard-standing surfaces;
  • no height, width, or weight restrictions preventing access;
  • safe unloading conditions; and
  • no low-hanging trees, structures, or overhead cables that could obstruct delivery vehicles or lifting equipment.

For bulky, heavy, or crane-offloaded deliveries, there must be sufficient clear access and no overhead obstructions, including power lines, telephone cables, or similar hazards, at the delivery location.

If delivery cannot be completed safely due to restricted access or overhead obstructions, delivery may be aborted and additional delivery charges may apply.

We reserve the right to refuse or amend delivery where access restrictions make delivery unsafe or impractical.

Kerbside delivery only is provided unless otherwise agreed in writing. Drivers are not required to carry goods through properties, into gardens, upstairs, or across unsafe or unsuitable ground conditions.

For products marked as “customer offload required” or similar, the customer must:

  • be present at the time of delivery; and
  • provide suitable equipment, machinery, labour, or assistance necessary to safely unload the goods.

If suitable offloading assistance or equipment is not available upon arrival, delivery may be refused and additional delivery charges may apply for redelivery.

Customers or their authorised representatives should be available to inspect and accept delivery. If nobody is present and safe delivery is not possible, the order may be returned and redelivery charges may apply.

Estimated delivery dates and times are provided for guidance only and are not guaranteed.

We shall not be liable for delays caused by traffic, weather, supplier issues, vehicle breakdowns, courier delays, or other circumstances outside our reasonable control.

Risk in the goods passes to the customer upon delivery.

Title to Goods

Ownership of the goods shall not pass to the customer until payment has been received in full and cleared funds have been received by Substruo Limited.

7. Inspection & Shortages

Customers must inspect goods upon delivery.

Any shortages, damages, or incorrect goods must be reported within 48 hours of delivery.

Photographic evidence may be required.

Failure to notify us within this timeframe may affect entitlement to replacement or refund.

8. Returns & Cancellations

Consumer Customers

If you are purchasing as a consumer, you may have rights under the Consumer Contracts Regulations 2013.

Consumers have the right to cancel eligible orders within 14 days of receiving the goods in accordance with applicable consumer legislation.

Returned goods must be unused and in resalable condition unless being returned due to fault or damage.

Customers are responsible for return delivery costs unless goods are faulty or incorrectly supplied.

The following items are non-returnable unless faulty:

  • cut-to-size materials;
  • bespoke or made-to-order products;
  • special-order items; and
  • treated or perishable products prepared specifically for the customer.

Refunds will be processed after inspection of returned goods.

We reserve the right to reduce refunds where returned goods show signs of use, damage, machining, cutting, staining, weather exposure, treatment, or handling beyond what is necessary to inspect the goods.

Original delivery charges may be non-refundable where permitted by law.

Business Customers

Orders placed in the course of business are non-cancellable and non-returnable unless agreed otherwise in writing.

Substruo Limited may, at its sole discretion, accept returns from business customers subject to a handling and restocking charge of up to 30% of the order value.

9. Timber & Natural Product Disclaimer

Timber is a natural material and may:

  • split;
  • warp;
  • twist;
  • shrink;
  • swell; and
  • contain knots, sap, resin, or natural imperfections.

These characteristics are natural properties of timber and shall not constitute defects.

Customers are responsible for ensuring timber is:

  • properly stored;
  • acclimatised;
  • sealed;
  • treated where appropriate; and
  • installed correctly.

We accept no liability for issues arising from improper storage, treatment, handling, installation, or site conditions after delivery.

10. Product Suitability

Customers are responsible for ensuring products are suitable for their intended use and application.

Any technical advice or recommendations provided by us are given in good faith but without liability.

Structural applications should always be approved by a qualified professional where appropriate.

11. Liability

Nothing in these Terms excludes or limits liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation; or
  • any liability that cannot lawfully be excluded or limited.

Subject to the above:

  • our total liability shall not exceed the total amount paid for the relevant order; and
  • we shall not be liable for indirect, consequential, incidental, or economic losses including loss of profits, business, contracts, opportunity, or anticipated savings.

12. Force Majeure

We shall not be liable for failure or delay caused by events outside our reasonable control including:

  • supplier shortages;
  • transport disruption;
  • severe weather;
  • industrial disputes;
  • acts of God;
  • government restrictions;
  • utility failures; or
  • system or website failures.

13. Website Use

All content on this website, including text, graphics, logos, images, and product information, is owned by or licensed to Substruo Limited.

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

While we make reasonable efforts to ensure website accuracy, we do not guarantee that product descriptions, stock levels, specifications, pricing, or other website content is error-free, complete, or current.

We reserve the right to suspend, withdraw, or amend website access at any time without notice.

14. Privacy & Cookies

Use of this website is also governed by our:

Please review these policies before using the website.

15. Governing Law

These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales.

Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Contact Information

Simply Timber

Substruo Limited

128 City Road

London

EC1V 2NX

United Kingdom

Website: www.simplytimber.co.uk