Bespoke Goods

Our sectional buildings – the concrete, timber and steel framed buildings we manufacture to your chosen size, layout and specification and install for you – are Bespoke Goods. As such, these items are exempt from the usual right to cancel under consumer law. We are therefore unable to accept returns or issue refunds for Bespoke Goods once manufacture has begun.

Carports, gazebos and patio covers (kit products)

Our carport, gazebo and patio cover kits are standard stock products supplied by Palram Canopia. They are delivered palletised in their original packaging for you to assemble, and are not made to order or installed by us. They are therefore not Bespoke Goods, and the 14-day right to cancel set out below does apply to them.

Faulty or damaged parts

• If a part is faulty due to a manufacturing defect, arrives damaged during delivery, or is not what you ordered, we will repair or replace it free of charge and without additional delivery costs. You are never out of pocket for our mistake or a damaged delivery.
• If a part is damaged due to self-installation error, misuse, or modification, we may still be able to provide a repair or replacement, but this may incur a cost at our discretion.

Consumer rights (non-bespoke goods only)

Under the Consumer Contracts Regulations 2013, if you are purchasing as a consumer you have the right to cancel your order for standard (non-bespoke) goods within 14 days of receiving them. Please note:

1. To cancel, you must inform us in writing before the 14-day period expires.
2. Goods must be returned to us within 14 days of notifying us, and you will need to cover the return delivery costs. These are large, palletised items, and kit products usually go back to our supplier's UK warehouse rather than our Bradford works — so please contact us and let us confirm the return address before you arrange any carriage.
3. You will receive a full refund, including the standard delivery cost, within 14 days of the goods reaching us.
4. You are welcome to open the packaging and inspect the goods, just as you could in a shop. If they come back to us assembled, damaged, or otherwise handled beyond what is needed to check them, we may reduce your refund to reflect the loss in value.
5. If the goods are faulty, damaged in transit, or not what you ordered, this does not apply — see 'Faulty or damaged parts' above. We cover the cost of putting it right.
6. This right does not apply to Bespoke Goods, or to goods we have installed for you.

Manufacturer warranties

Our sectional buildings carry Nucrete's own 10-year guarantee. The Palram Canopia kit products carry that manufacturer's warranty instead, supplied with the goods. Either way, your rights to cancel, or to a repair, replacement or refund, are with us as the seller — a manufacturer's warranty is an extra layer on top, and never replaces them.

Clarification before ordering

If you are unsure whether the goods you wish to purchase are classed as Bespoke Goods, please contact our customer services team before placing your order:

• Telephone: 0800 849 9036
• Email: support@nucrete.co.uk

Deposits and cancellations

• Deposits or payments for Bespoke Goods are normally non-refundable once manufacture has begun.
• If you request cancellation before we start production, we may consider a partial refund, less any costs we have already incurred.
• In some cases, we may agree to transfer your deposit to another building of similar value, provided the new order is placed within 12 months. This must be agreed with us in writing.

Services

Payments for services such as demolition or groundwork cannot be refunded once the work has begun.