Terms & Conditions

01Who we are

Forest & Stone is the trading name of Forest and Stone Ltd, a company registered in England and Wales (company number 16410667). Our registered office is Highfields, New Road, Fundenhall, Norwich, Norfolk NR16 1HG, and our workshop is in Tharston, South Norfolk. Our VAT number is GB 493 6782 37.

You can reach us at info@forestandstone.co.uk or on 01603 339230.

02About these terms

These terms apply to every quotation we give and every piece of work we carry out for you. Together with your written quotation and the drawings you sign off, they make up our agreement. If anything in your quotation differs from these terms, the quotation takes priority.

They are written for homeowners. If you are buying for a business, please ask us, as some of the consumer rights described here won't apply.

03Consultation, survey and design

Our first conversation and visit to see your space are free. If you'd like us to go on to produce detailed designs before placing an order, there is a design fee of £300. If you go ahead with your order, the full £300 is taken off the price.

The drawings and designs we produce remain our work. Please don't use them to have the pieces made by someone else without our written agreement.

04Quotations and prices

Your quotation sets out exactly what we will make and fit, and the price. It is valid for 14 days and is based on the measurements and information we had at the time.

All prices include VAT at the current rate.

Unless your quotation says otherwise, it does not include building work, plastering, decorating, flooring, electrical or plumbing work, appliances, or removing and disposing of existing units.

05Your order and design sign-off

Our agreement starts when you sign your quotation and we receive your deposit. Before we start making anything, we will carry out a final check-measure and ask you to sign off the final drawings, finishes and hardware.

Please check these carefully, as we will build exactly to them. If you want to change something after sign-off we will tell you in writing what it means for the price and timing before we go ahead.

06Payment

• A 10% deposit when you place your order.
• 40% when you sign off the final drawings, before we start making.
• 40% before we deliver and install.
• The remaining 10% when the work is complete.

Invoices are due within 7 days, by bank transfer. If a payment is late we may pause work until it is made.

Everything we make remains ours until it has been paid for in full. Once items are delivered to your home they are your responsibility to look after.

07Timescales

We will give you an expected lead time when you order and keep you updated as your pieces are made. Because each piece is made by hand, dates are estimates. We are not responsible for delays caused by things outside our reasonable control, such as supplier shortages, severe weather or illness, but we will tell you as soon as we know and agree a new date with you.

If we are significantly late for reasons within our control, you may cancel and we will refund what you have paid for anything not yet delivered.

08Preparing your home

To fit on schedule we'll need:

• clear, safe access to the room, and somewhere nearby to park and unload;
• the room ready for us: plastered, dry, and with any first-fix electrics and plumbing finished;
• use of power and water while we work;
• to know about any hidden pipes, cables or structural issues you're aware of.

If we arrive and can't start because the room isn't ready, we may charge for the wasted visit and will agree a new date with you.

09Natural materials

We work with real timber and stone. No two pieces are the same, so grain, colour and veining will vary from samples and photographs. Timber also moves slightly with changes in temperature and humidity. This is the nature of the material and is not a defect.

Hand-painted finishes can show subtle brush and tone variation. We will always show you samples before you sign off.

10Specialists and other trades

If any part of your project, such as stone worktops, electrical, plumbing or gas work, is carried out by a specialist we work with, we will say so in your quotation.

If you arrange your own builders or tradespeople, we will work alongside them, but we are not responsible for their work or for delays they cause.

11Your right to cancel

If you place your order at home, by phone or by email rather than at our workshop, the law gives you 14 days from the day you sign to change your mind and cancel without giving a reason. To cancel, just tell us clearly by email or in writing. We can send you a cancellation form if you'd like one, but you don't have to use it.

Because your pieces are made to your own measurements and specification, this right does not apply to items we have started making to your design. We won't begin making them within those 14 days unless you ask us to in writing.

If you cancel after this, we may keep enough of what you have paid to cover the reasonable costs we have actually incurred, such as design work, materials bought for your project and work already done. We will show you how we have worked this out and refund the rest.

12Our guarantee

We guarantee the cabinetry and joinery we make for 3 years from completion against faults in materials and workmanship. If a fault appears, we will repair or replace the affected part.

The guarantee doesn't cover normal wear and tear, accidental damage, damage from water, heat or misuse, alterations made by others, or natural movement within normal limits. Appliances, sinks, taps and hardware are covered by their manufacturers' warranties, which we will pass on to you.

This guarantee is in addition to your legal rights, not instead of them.

13If something isn't right

Please tell us as soon as you can, ideally with a photograph. We will arrange to come and look and put it right.

You also have legal rights: under the Consumer Rights Act 2015, what we make must be as described, of satisfactory quality and fit for purpose, and our work must be done with reasonable care and skill. For more on these rights, contact Citizens Advice.

14Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this agreement or failing to use reasonable care and skill. We are not responsible for business losses, as our work is for domestic use.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

15Photographs of your project

We may ask if we can photograph your finished room for our website and social media. We will only do so with your permission, and we never show your address or anything that identifies your home.

16Complaints and the law

If you are unhappy with anything, please contact us first and we will do our best to put it right.

These terms are governed by the law of England and Wales, and either of us can bring legal proceedings in the courts of England and Wales.