Terms & Conditions

Overview

This website is operated by Steel Wood Avenue. Throughout the site, the terms “we”, “us” and “our” refer to Steel Wood Avenue. By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”, “Terms & Conditions”), including those additional terms, conditions, and policies referenced herein or available by hyperlink.

Please read these Terms of Service carefully before accessing or using our website or placing an order. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.

We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website without prior notice. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

If you have any questions relating to these terms and conditions before placing an order, please email us at steelwoodavenue@gmail.com.

 

1. Placing An Order & Contract Formation

  • Order Information: When you place an order, we require your name, telephone number, email address, and address details. This information is required to process your request and to allow our couriers to schedule delivery time slots. All prices on our website are shown and charged in GBP (£).
  • Contract Acceptance: Once you place an order, we will send you an order confirmation email detailing your items. This email does not constitute acceptance of your order. Your order is an offer to buy, which is only accepted by us when we send you a formal dispatch confirmation email.
  • Right of Refusal: Steel Wood Avenue reserves the right to reject or cancel any offer of purchase at any point. Reasons we may be unable to fulfil an order include:

- The product is out of stock or materials are unavailable.

- We are unable to authorise your payment.

- There is an identified product description or pricing error.

- Our delivery networks are disrupted by exceptional conditions beyond our control (e.g., hazardous weather, accidents).

  • Pricing Errors: If a product is listed at an incorrect price due to a typographical or supplier error, we reserve the right to refuse or cancel orders placed for that product, even if your card has been charged. If your card has been charged, we will immediately issue a full refund.
  • Order Amendments: Once an order has been dispatched, we cannot guarantee any amendments, including cancellations, delivery delays, or address changes.

 

2. Product Variation & Material Disclaimer

  • Handmade Character: All items are individually handmade from materials such as reclaimed scaffold boards. No two pieces will ever be exactly alike. Variations in finish, colour, grain, size, and texture are inherent features of rustic, industrial furniture and are not considered faults.
  • Natural Traits: By purchasing from us, you accept that our timber contains characterful traits, including bandsaw or machining marks, small planer "chip-outs," knots, cracks, shakes, and natural colour variations. We use wood filler where necessary to stabilise gaps and holes while preserving this authentic aesthetic. These traits do not qualify for discounts, alterations, or returns.
  • Custom Finishes: If you prefer a smoother, flatter, or less rustic finish, you must explicitly request this at the time of ordering so we can provide a custom quote.
  • Personal Preference: We do not accept returns, offer refunds, or make free alterations based on customer preference regarding grain patterns, knots, medullary rays, live-edge shapes, or natural colour variations.

 

3. Environmental Factors & Wood Movement

  • Climate Reactions: All of our timber is dried to a moisture content of approximately 10%. However, wood remains a natural, living material that reacts to its environment.
  • Home Conditions: Very dry or hot environments may cause the wood to shrink or crack further; highly humid or wet environments may cause the timber to warp and joints to separate.
  • Limitation of Liability: Steel Wood Avenue cannot be held responsible for natural wood movement or structural changes caused by environmental factors once delivery has been successfully made.
  • Suitability: Unless explicitly stated in writing, all products are strictly intended for indoor use and are completely unsuitable for outdoor spaces, bathrooms, or wet rooms.

 

4. Measurements, Tolerances & Custom Specifications

  • Finished Sizes: All dimensions provided on our website or in communications represent finished board sizes.
  • Manufacturing Tolerances: Due to the nature of solid wood and hand-sanding, a manufacturing tolerance of ±25mm (approx. 5%) must be expected, particularly regarding the height and depth of a piece. Hardware components like nuts, bolts, or welds may also protrude slightly.
  • Exact Fitments: If an item needs to fit an exact space (such as a built-in alcove), you must explicitly inform us of this requirement at the point of ordering. We cannot accept responsibility for items that do not fit if the dimensions fall within our standard 5% tolerance.
  • Bespoke Functionality: When manufacturing to client drawings or specifications, we do not assume responsibility for structural functionality, stability, or unexpected wood movement unless a paid prototype or sample testing phase was agreed upon. If design flaws emerge during production, we reserve the right to alter the design and charge accordingly.

 

5. Installation, Safety & Customer Modifications

  • Wall Tethering: For structural safety, we strongly recommend that all shelving, cabinets, and chest of drawers be securely anchored to a wall. Please specify during checkout if you require pre-drilled holes or specific fixing advice.
  • Customer Responsibility: When fixing furniture to a wall, floor, or surface, it is your absolute responsibility to check the suitability of your property and wall type. Steel Wood Avenue is not liable for structural damage, property damage, or personal injury caused during or as a result of fitting. We highly recommend hiring an experienced tradesperson.
  • Modifications: We accept no responsibility for stability issues or damage caused by customer modifications, including fitting your own legs to our table tops or using custom hardware.
  • Safe Operation: Never climb, lean against, or hang from your furniture. To avoid making items top-heavy, always store heavier goods in the lowest compartments of shelving and cabinet units. Freestanding furniture is used entirely at the customer’s own risk.

 

6. Order Cancellation, Returns & Restocking Fees

  • Standard Orders (Non-Bespoke): Standard catalogue items ordered in the exact styles and sizes listed on our website may be returned for a refund up to 14 days after receipt.
  • Bespoke / Made-to-Order items: Because our furniture is built to order and customised to your specifications, these products fall outside the UK Distance Selling Regulations. Bespoke and made-to-order items cannot be cancelled or refunded after a 2-day cooling-off period from the date the order was placed.
  • Bespoke Deposits: If a deposit was taken to secure bespoke materials and work has already commenced after the 2-day cooling-off window, the deposit is completely non-refundable. Any additional costs we have incurred up to that point will be invoiced to you.
  • Return Conditions & Restocking Fees: If we agree, at our absolute discretion, to accept a return on a standard item, you are responsible for paying all return delivery/collection fees, alongside a 25% restocking fee.
  • Sale & Clearance Items: Clearance or sale items are strictly non-returnable. If an exchange is agreed upon, you must cover all return shipping costs and provide a new shipping label. The 25% restocking fee does not apply to direct exchanges.
  • Return Damage Penalties: Items must be returned securely packaged. Any items damaged in transit back to us will incur deduction charges from your final refund:

- Chipped powder coating on metal parts: 10% deduction

- Small dents or surface scratches to timber: 15% deduction

- Large structural dents, deep scratches, or cracks: 25% deduction

- Unsalvageable or broken items: 100% deduction (No refund)

 

 

7. Delivery Terms & Surcharges

  • Standard Service: Our standard delivery is a 1-man service to the UK mainland. You or an appointed person must be present to assist the driver with large, heavy furniture items. If an order requires multiple people to lift safely and you have not arranged assistance, our drivers reserve the right to refuse delivery for safety reasons.
  • Delivery Surcharges: Free delivery applies exclusively to standard UK mainland destinations. Delivery surcharges apply to remote regions, including but not limited to postcodes: AB, IV, PH, PA, DD, TR, PL, TQ, CA, TD, EH, G, DG, KA, ML, FK, KY, LL (excluding 13-14), and SY23/24/25. Please contact us to calculate shipping before purchasing if you live in these areas or the Scottish Highlands.
  • Delivery Windows: All delivery dates and time frames provided are estimates only. While we work closely with our third-party couriers, we are not liable for direct or indirect losses caused by delayed deliveries, missed courier slots, or arbitrary dates demanded by the buyer.
  • Failed Deliveries: Any delivery attempts that fail due to restricted property access, narrow stairwells, or customer absence will be charged entirely to the customer, alongside the costs of any required furniture alterations or re-delivery fees.
  • Damage Claims: You must inspect your goods immediately upon arrival. Any transit damage or faults must be reported to us in writing with photos within 24 hours of delivery. Claims made after 24 hours cannot be logged with our couriers and will not be compensated.

 

8. International & U.S. Shipping

  • DDU (Delivered Duty Unpaid): All international orders are shipped DDU. The buyer is solely responsible for paying any customs duties, import taxes, clearance fees, or handling charges levied by their destination country.
  • Unpaid Import Fees: If an international shipment is rejected or returned to us because the customer refused to pay local customs fees, all return shipping fees and carrier handling costs will be deducted from the customer's product refund.
  • United States Shipments: All parcels shipped to the United States are subject to mandatory customs checks, duties, and local taxes, regardless of the invoice value. These are determined by U.S. Customs and must be paid by the buyer upon arrival. Expect extended delivery timelines due to these customs clearances.
  • Shipping Restrictions: Some heavy, oversized, or restricted items cannot be sent internationally. If your order contains an item restricted by your country, we will cancel the order and issue a full refund.

 

9. Disclaimers, Website Errors & Indemnification

  • Force Majeure: We cannot offer refunds, compensation, or contractual reimbursements for order delays caused by acts of God, natural disasters, floods, pandemics, government-enforced lockdowns, wars, or other unforeseen global emergencies.
  • Website Continuity: We make all reasonable efforts to maintain a fast, secure website, but we do not warrant that your use of our site will be completely uninterrupted or error-free. We are not responsible for data corruption or system errors caused during file downloads or site navigation.
  • Third-Party Links: Hyperlinks leading away from our site connect to third-party services. Even if affiliated, we possess no control over their independent privacy policies, terms, or data collection practices, and you visit them entirely at your own risk.
  • Limitation of Liability: To the maximum extent permitted by law, Steel Wood Avenue, its directors, and its employees shall not be liable for any indirect, special, incidental, or consequential damages, financial losses, loss of profits, or property damage arising out of or in connection with the use of our website, the installation of our products, or the resale of our goods. Nothing in these terms limits liability for personal injury or death arising directly from our proven negligence or fraudulent misrepresentation.
  • Indemnification: You agree to protect, defend, and hold harmless Steel Wood Avenue from any claims, losses, expenses, damages, and legal costs (including reasonable legal fees) resulting from your violation of these Terms of Service or any negligent activity linked to your account.
  • Copyright Notice: All content, designs, descriptions, and imagery on this website belong explicitly to Steel Wood Avenue and are protected under international copyright law. You may view and save pages for personal buying reference only; reproduction, modification, distribution, or commercial reuse of our media without prior written consent is strictly prohibited.
  • Governing Law: The use of this website, our digital services, and all purchase contracts shall be governed by and construed in accordance with English law. Any disputes arising under these terms shall be subject to the jurisdiction of the English courts.