Sales Terms & Conditions

These are the terms on which we sell our buildings to you. They explain how your order works — from quote to deposit, manufacture, delivery and installation — and set out your rights and ours. We've written them in plain English, and nothing in them affects your statutory rights under the Consumer Rights Act 2015.

Please read them carefully before you place an order. By paying a deposit, you confirm you have read and accept these terms.

1. Who we are

• VeltHaven Ltd ("VeltHaven", "we", "us", "our")
• Registered in England & Wales, company number: 17261887
• Registered office: Office 19313, 182–184 High Street North, East Ham, London, E6 2JA, United Kingdom
• Email: legal@velthaven.co.uk

"You" / "your" means the customer placing the order.

2. About our products

We design, manufacture and install bespoke garden buildings and garages, made to your chosen specification. Because each building is made to order, the terms below — particularly on cancellation (section 11) — are built around when manufacture begins.

These terms apply to buildings you design in our configurator. Ready Designs, changes to a Ready Design, and buildings we design for you are sold on an individual written offer, which sets out its own payment and cancellation terms.

These Sales Terms work alongside our Website Terms of Use, Privacy Policy, Cookie Policy, Warranty & Aftercare Policy, Installation Terms and Deposit & Cancellation Policy. Where this document refers to those, they form part of your contract with us.

3. Quotations and configurator estimates

• Prices shown on our website and built up in our online configurator are estimates to help you plan. They are not a binding offer.
• A configurator estimate becomes a firm price when you proceed to checkout, where your price is confirmed and fixed (subject to section 9 on non-standard sites).
• Written quotations we give you are valid for the period stated on them; if no period is stated, for 30 days.
• Our AI assistant answers telephone calls, live chat and social media messages to help you choose. It gives general information; your price and specification are the ones confirmed at checkout and in your order confirmation. If anything the assistant told you differs from your checkout summary, please tell us before you pay and we'll put it right. Calls are recorded and transcribed — see our Privacy Policy, and our Website Terms of Use for what the assistant can and cannot do. This does not affect your rights under the Consumer Rights Act 2015.

4. How your order is formed

1. You choose your building and options and proceed to checkout.
2. You pay the deposit (section 7). This secures your order and locks in your price.
3. We send you an order confirmation by email with your unique order reference (VH-ORDER-####).

A binding contract is formed when we send you that order confirmation. Please check it carefully and tell us promptly if anything is wrong.

5. Prices

• Your price is the one confirmed at checkout and in your order confirmation.
• Prices include the standard specification described for your chosen building. Optional extras and any non-standard site works (section 9) are priced separately and agreed before manufacture.
• Smart Security's mobile connectivity. If you add the Smart Security Collection, its price includes the first 12 months of the system's own mobile data connectivity. After that, you continue the SIM service yourself, in your own name, directly with the network provider — there is no ongoing connectivity fee from VeltHaven.
• We may correct obvious pricing errors. If a genuine error materially affects your order, we'll contact you before proceeding, and you may confirm at the corrected price or cancel for a full refund of any deposit paid.

6. Custom-made / bespoke products — your cancellation rights

Our buildings are made to your specifications. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28), the standard 14-day "distance selling" right to cancel does not apply to goods that are made to your specifications or clearly personalised.

To be fair and transparent, we give you a voluntary right to a full deposit refund any time before you pay your balance and before manufacture begins (see section 11 and our Deposit & Cancellation Policy).

None of this affects your statutory rights if a building is later found to be faulty, not as described, or not of satisfactory quality (section 12).

7. Payment

Currency and price. Prices are in pounds sterling (GBP). The price shown is the total price you pay for what it covers, including delivery and installation on a standard site; the base and any paid extras are priced separately, as set out in your order.

How you pay. Your deposit is paid securely online, at our online checkout (by card or Pay by Bank) or by the secure payment link we send you — both are handled for us by Revolut. Your balance is paid separately by bank transfer to our UK business bank account, with the details in your balance invoice. Your unique reference (VH-ORDER-####) is in both.

Deposit. A deposit is payable at our online checkout, or by the secure payment link we send you, to secure your order and lock your price. The amount depends on the price of your building. The extras packages you choose — Move-In Ready Electrical, Showroom Finish, Climate Comfort, Smart Security and EV Charging — are supplied as separate packages with their own cancellation rights, and are invoiced with your balance rather than deposited against:

Balance. The balance (your total order value minus the deposit) is due within 7 business days of paying your deposit. If you have asked us to manage your base, your balance is not due until 7 business days after we send you the firm quote for it, if that is later. We'll send you a balance invoice with our bank transfer details and your order reference.

Paying your balance is your written instruction to VeltHaven to proceed with manufacture. Once we receive your balance, we order materials and begin building your building to your specification.

If we do not receive your balance by the due date, we'll get in touch; we may release your production slot and the price hold until payment is made. You can still claim a full deposit refund up to the point you pay your balance (section 11).

8. Title and risk

• Risk in the building passes to you on delivery.
• Ownership (title) passes to you once we have received payment in full.

9. Your site, and non-standard site works

After checkout we'll ask you to send photographs of your site so we can plan delivery and installation. If your site needs non-standard preparation (for example, levelling, restricted access, or bespoke foundation work), we'll send you a separate quote for those works.

If you ask us to manage your base, we give you a guide price from your photos and a firm quote after our contractor's site visit, before your balance is due (see our Delivery & Installation Policy, section 4).

• Any non-standard extras must be agreed in writing before manufacture begins. We will not invoice for site extras after delivery.
• If you choose not to accept the extras quote, you may cancel in line with section 11.
• You are responsible for the accuracy of the information and photographs you give us about your site.

Foundations, groundwork, planning and access responsibilities are set out in sections 10 and 13 and in our Installation Terms.

10. Delivery and access

• Delivery and installation are included in the price of your building. If your site is in a remote location or has restricted access, additional costs may apply — we will always agree these with you in advance (see section 9).
• We aim to deliver and install within our typical windows (see our Installation Terms), and estimated windows are given as a guide. We will deliver and install within 8 weeks of receiving full payment, unless we agree a different date with you in writing (see section 14).
• You are responsible for ensuring safe, suitable access to your site — including adequate road width, turning space, and any crane access required — and for telling us about any access restrictions before manufacture begins or delivery is booked.
• If delivery or installation cannot be completed because of undisclosed access problems, unsuitable site conditions, or no one being available to take delivery, we may charge reasonable additional costs for storage, re-delivery, or a failed visit.

Installation services and your cancellation rights. Your price includes installation services — erecting your building, and installing any extras you've chosen (Move-In Ready Electrical, Showroom Finish, Climate Comfort, Smart Security, EV Charging). Installation usually takes place within your cancellation period, so we begin each installation job only at your express request, given at checkout. If you cancel after an installation job has started, you pay for the work carried out up to the time you tell us, in proportion to the price of that job — the full price of the job if it is complete (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 36(4)). The materials of each extras package (for example the climate unit, cameras, Showroom Finish materials) are standard goods: you can cancel them within 14 days of delivery, and we collect them from you free of charge and refund the materials portion of the package price. Full detail is in our Deposit & Cancellation Policy.

11. Cancellations and refunds

This section summarises our Deposit & Cancellation Policy, which applies in full.

• Before you pay your balance (and before manufacture begins): you may cancel for any reason and receive a full refund of your deposit.
• After you pay your balance (manufacture has begun): because your building is made to your specification, it cannot be cancelled or refunded once we have started making it, except where you have a remedy under consumer law (section 12). In genuinely exceptional circumstances (for example, serious illness or planning refusal outside your control), please contact us — we will consider each case reasonably.

Once we confirm your cancellation, refunds are made to your original payment method — Revolut, who process our payments, can take up to 10 business days to get the money back to your account.

If you cancel the materials of an extras package, we collect them free of charge (Deposit & Cancellation Policy, section 6).

12. Faulty goods and your statutory rights

Your rights under the Consumer Rights Act 2015 apply in full. Your building must be of satisfactory quality, fit for purpose, and as described. If it is faulty, damaged on delivery, or not as described, you are entitled to a repair, replacement, or — where those are not possible or fail — a refund or price reduction.

Please inspect your building on delivery and tell us about any visible damage or shortage as soon as possible, ideally within 48 hours of delivery, with photographs, so we can put it right quickly. Reporting promptly helps us, but does not limit your statutory rights.

13. Planning permission, building regulations and foundations

• Planning permission and building regulations are your responsibility. Many of our buildings may fall within "permitted development", but rules vary and depend on your property and location (for example conservation areas or listed buildings). We can offer general guidance, but you must check with your Local Planning Authority and obtain any approvals needed. We recommend doing this before manufacture begins.
• Foundations and groundwork must meet our specification before installation. Unless you have purchased managed groundwork from us, providing a suitable, level base with adequate drainage is your responsibility. If the base does not meet specification on the day, installation may not be able to proceed and additional charges may apply. Full detail is in our Installation Terms.

14. Timescales

We'll give you estimated windows for manufacture, delivery and installation, and we will deliver and install within 8 weeks of receiving full payment unless we agree a different date with you in writing. We are not liable for delays caused by events outside our reasonable control (section 16), by weather, or by issues with your site, access, or approvals — in those cases we'll agree a revised date with you rather than being in breach of the delivery commitment.

15. Warranty

Your building is covered by our Warranty & Aftercare Policy, in summary:

• Garages and garden rooms: VeltHaven 10-Year Structural Warranty (2 years full warranty + structural cover to year 10).

Warranty cover is subject to the exclusions and maintenance requirements in the Warranty & Aftercare Policy, and does not affect your statutory rights.

16. Our liability

Nothing in these terms limits or excludes our liability where it would be unlawful to do so — including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or under the Consumer Rights Act 2015.

Subject to that:

• we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable;
• we are not liable for delays or failures caused by events outside our reasonable control, or by your site, access, foundations, or approvals; and
• we do not exclude or limit our liability to you as a consumer in any way that the law does not allow.

17. Events outside our control (force majeure)

We are not liable for failure or delay in performing our obligations where this is caused by events outside our reasonable control — such as extreme weather, supply-chain failures, material shortages, fire, flood, or industrial action. If such an event happens, we'll contact you as soon as possible and take reasonable steps to minimise the delay.

18. Complaints and dispute resolution

We want every customer to be happy. If something isn't right, please contact us at legal@velthaven.co.uk with your order reference and we will work to resolve it promptly.

If we cannot resolve your complaint between us, you may wish to use an Alternative Dispute Resolution (ADR) provider — an independent service that helps settle disputes without going to court. We are not currently a member of an ADR scheme and are not obliged to use one, but we will always try to resolve any dispute with you directly and fairly. You can also get free, impartial advice from Citizens Advice (citizensadvice.org.uk) or bring a claim through the courts. None of this affects your statutory rights.

19. General

• We may transfer our rights and obligations under these terms to another organisation; this will not affect your rights. You may only transfer your rights or obligations with our written agreement.
• If any part of these terms is found to be unenforceable, the rest remain in force.
• These terms, together with your order confirmation and the policies referred to in section 2, are the entire agreement between us about your order. This does not exclude anything we told you before you ordered that the law treats as part of your contract.
• Any change to your order must be agreed in writing.

20. Governing law

These terms and your order are governed by the law of England and Wales, subject to the non-exclusive jurisdiction of the courts of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you may also bring proceedings in the courts of the UK nation where you live.

21. Contact us

• Email: legal@velthaven.co.uk
• Phone: 07400 096372
• VeltHaven Ltd, Office 19313, 182–184 High Street North, East Ham, London, E6 2JA
• Companies House: 17261887