Highland Wood Ltd – Terms and Conditions
Last updated: 20/10/2025
1. Introduction
1.1 This website (“Website”) is operated by Highland Wood Ltd, a company registered in Scotland. These Terms and Conditions (“Terms”) set out the basis upon which we sell and supply our handmade wooden products (“Goods”) to you.
1.2 By placing an order through this Website, you agree to be bound by these Terms. Please read them carefully before ordering. If you do not agree with these Terms, you must not proceed with your purchase.
2. Use of Our Website
2.1 All content on this Website, including text, images, product designs, and graphics, is protected by copyright, trademarks and other intellectual property rights. These remain the property of Highland Wood Ltd or our licensors.
2.2 You may download or print content for your own personal, non-commercial use only. You may not reproduce, modify, copy, distribute, or use Website materials for commercial purposes without our written permission.
2.3 You must not reproduce or replicate any Highland Wood product or design, in whole or in part, without express written consent.
2.4 If you create an account on our Website, you are responsible for maintaining the confidentiality of your username and password and for all activities carried out under your account.
3. Terms of Sale
3.1 Payment: We accept most major debit and credit cards, PayPal, and other approved electronic payment methods. By placing an order, you authorise payment to be taken before dispatch.
3.2 Product Variations: Our products are handmade using natural timber. Colour, grain, and finish may vary slightly from images shown. Monitor displays and lighting conditions can also affect appearance. These natural variations do not constitute faults.
3.3 Dimensions: All sizes and weights are approximate and may vary slightly due to timber characteristics.
3.4 Natural Timber Characteristics: Our timber may include natural knots, cracks, waney edges, curves, feathered edges, sanding marks, and minor surface variations. Timber continues to move for several months after purchase depending on temperature and humidity. Such movement, including small splits or cracks, is natural and not a defect.
3.5 Opening on Delivery: Items must be opened immediately upon delivery to allow airflow. Prolonged storage in packaging can cause moisture buildup or mould. We cannot accept liability for issues resulting from delayed unpacking.
3.6 Suitability: It is your responsibility to ensure that any product purchased is suitable for its intended use and environment. Product descriptions and measurements are provided to help you determine suitability.
4. Data Protection and Communication
4.1 We process your personal information securely and in accordance with the UK GDPR and the Data Protection Act 2018. Full details are available in our Privacy Policy.
4.2 By contacting us or making a purchase, you agree that we may communicate with you electronically (e.g., by email). Electronic communications satisfy any legal requirement that communications be in writing.
4.3 Any content, photographs, or reviews submitted by you may be used by Highland Wood Ltd for marketing or promotional purposes, both online and offline, without compensation.
4.4 You agree that any review or feedback you post will be honest, accurate, and lawful. We reserve the right to edit or remove any review at our discretion.
5. Bespoke and Custom Orders
5.1 Bespoke and made-to-order products are crafted to your specific requirements and are non-refundable unless defective or damaged on arrival.
5.2 You are responsible for checking that all custom dimensions, design details, and special instructions are correct before manufacture begins.
5.3 Bespoke products are guaranteed to be free from manufacturing defects, subject to reasonable wear and tear in a normal domestic setting.
6. Cancellations and Amendments
6.1 You may cancel or amend your order before it has been dispatched by contacting us via our Contact Page.
6.2 If your order has already been dispatched, you may still cancel, but you will be responsible for return postage costs. Once we receive the Goods back in original condition, we will issue a refund (excluding delivery costs).
7. Returns and Refunds
7.1 You have the right to return Goods within 14 days from the date you receive them, in accordance with the Consumer Contracts Regulations 2013. Bespoke items are excluded.
7.2 To request a return, please use our Contact Page and include your order number and reason for return.
7.3 Returned items must be in original, unused condition with packaging and proof of purchase. You are responsible for the cost and risk of returning Goods unless they are faulty or incorrect.
7.4 We reserve the right to deduct any costs for collection, damage, or missing parts from your refund if applicable.
8. Delivery
8.1 We deliver using reputable couriers. You are responsible for notifying us of any access restrictions before purchase (e.g., narrow lanes or remote postcodes) which may incur extra costs.
8.2 Delivery times stated on our Website are estimates. We aim to deliver within 30 days of order confirmation, unless otherwise agreed. Delays may occur during busy periods or due to circumstances beyond our control.
8.3 You must inspect your order immediately upon delivery. Any visible damage must be reported within 48 hours, with photos provided if possible.
8.4 If you miss a delivery, it is your responsibility to rearrange it. If a parcel is returned to us after failed attempts, you may be charged for redelivery.
8.5 For large or heavy items, a valid contact number is required to arrange delivery. Failure to provide one may result in delays.
8.6 We cannot guarantee Christmas delivery for orders placed after the published cut-off date.
9. Complaints and Faults
9.1 All complaints must be submitted using our Contact Page, quoting your order number and providing photographs where relevant.
9.2 We will assess whether the issue relates to natural timber features or an actual manufacturing fault.
9.3 If a product is deemed faulty, we may at our discretion repair, replace, or refund the item. We do not cover installation, assembly, or third-party costs.
9.4 Issues resulting from incorrect installation, misuse, or modification are not covered.
10. Limitation of Liability
10.1 Except for death or personal injury caused by our negligence, Highland Wood Ltd shall not be liable for any indirect, incidental, or consequential losses.
10.2 We are not responsible for delays caused by factors outside our control, including (but not limited to) extreme weather, courier delays, or material shortages.
10.3 If such a delay (“Force Majeure”) continues for more than 30 days, either party may cancel the contract with written notice.
10.4 Our total liability for any claim shall not exceed the total price paid for the Goods in question.
11. Rights Reserved
11.1 We reserve the right to update or modify these Terms at any time without prior notice. Continued use of our Website constitutes acceptance of the revised Terms.
11.2 We reserve the right to refuse service, terminate accounts, or cancel orders if we believe a customer has violated these Terms or acted abusively towards staff.
11.3 Prices may change due to factors beyond our control (e.g., timber cost increases). If this happens after you’ve placed an order, we will contact you before proceeding, giving you the option to cancel.
12. Governing Law
12.1 These Terms and any dispute arising from them are governed by the laws of Scotland, and both parties submit to the exclusive jurisdiction of the Scottish courts.
13. Contact Us
If you have any questions about these Terms, please visit our Contact Page.