Terms & conditions

These terms apply alongside your accepted quotation or order, installation agreement and warranty guide. Your product-specific quotation and specification take priority where they contain an expressly agreed detail. Nothing in your quotation, specification or these terms reduces your right to cancel under section 12 or your legal rights.

1. Quotations, prices and orders

Quotations are valid for 30 days unless stated otherwise. Prices shown to consumers include VAT at the current rate and are the total price you pay. Consumer prices shown on this website include professional installation where expressly described. Trade catalogue prices are protected supply-only prices and are available only to approved accounts. Delivery, specialist access, groundwork and non-standard installation requirements are confirmed separately.

2. Payments

Unless your accepted quotation states otherwise, a 50% payment is required before goods are ordered and the balance is payable in full before installation. If you cancel under section 12, we refund this payment as explained there. Any £49 reservation payment already made is refundable on request. For orders over £10,000 we advise, but do not require, a survey deposit of £500 plus VAT (£600 in total), which comes off your balance if you go ahead (see section 12.11). Ownership of goods transfers only once identified to your order and paid for in full.

3. Site information and installation

You must provide accurate measurements, photographs, access information and details of the proposed base or foundations. The installation area must be level, structurally suitable, accessible and clear before our team arrives. You are responsible for permissions, boundaries, concealed services and ensuring any decking or raised structure has correctly positioned structural support.

If installation cannot proceed because access, measurements, the base, foundations or site preparation are unsuitable or inaccurate, we may charge reasonable additional costs, including an abortive-visit charge of up to £600 including VAT where the customer is responsible.

4. Foundations and fixing

The customer is responsible for the suitability and integrity of any existing patio, slab, decking, base or foundation unless its construction is expressly included in our quotation. Failure of the base or fixing substrate, movement, cracking, settlement or damage to existing surfaces is excluded. Alteration, relocation, drilling, additional loads, unauthorised electrical work or third-party modification may invalidate the applicable warranty.

5. Weather and use

Pergolas are open-sided outdoor structures and are not sold as watertight buildings. Wind-driven rain, condensation, gutter overflow and water ingress can occur. Roof louvres and screens must be operated in accordance with the supplied guidance. Blinds and screens are sun, shade and privacy products and must be retracted in strong winds. The roof should be left in the recommended safe position when the pergola is unattended or during severe weather.

6. Installation dates

Dates are estimates and may change because of weather, access, supplier delays, transport or circumstances outside our reasonable control. We will keep you informed and arrange the next reasonable date where work must be rescheduled.

7. Warranties

Unless a longer manufacturer warranty is confirmed in writing, structural product warranties are: Siena aluminium pergolas five years, Riva metal pergolas three years, and pergola accessories two years. Our workmanship warranty is five years. Warranties exclude normal wear, cosmetic variation, weather exposure, misuse, lack of maintenance, unsuitable or moving bases and foundations, accidental damage, unauthorised alteration and failure to follow operating guidance.

8. Inspection, snagging and complaints

Please inspect the installation promptly. Non-urgent snagging should be reported through the project WhatsApp group or in writing within seven days, with photographs where helpful. This does not affect your legal rights or your right to cancel under section 12. We must be given a reasonable opportunity to inspect and rectify an accepted issue before a third party undertakes work.

9. Trade accounts

Trade applications are subject to approval and may be declined, suspended or withdrawn. Login details must be kept confidential. Protected prices must not be republished or shared outside the approved business. Product availability, compatibility, delivery and lead times are confirmed per order. Supplier names and internal costs do not form part of the customer-facing trade catalogue.

10. Visualiser and website information

AI concepts and website images are illustrative only and are not measured drawings, engineering designs, planning advice or contractual specifications. Dimensions, colours, access, ground conditions, finishes and final pricing are confirmed separately in writing.

11. Contact and written communications

Written communications and the accepted quotation record the agreed scope. For questions, call 01902 202087 or email info@spencersoutdoorliving.co.uk.

12. Your right to cancel

Please read this section carefully. It explains your legal right to change your mind. In this section, "we", "us" and "our" mean Spencer’s Outdoor Living Limited, and "you" means the customer. It applies to customers buying as consumers (wholly or mainly outside their trade, business, craft or profession).

12.1 Your right in brief. If you order from us by phone, by email or online, or you agree your order at your home or anywhere else away from our business premises, you have the right to cancel your contract within 14 days without giving any reason. This right is given by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

12.2 Which orders have the right to cancel.

(a) Orders by phone, email or online have the right to cancel.

(b) Orders agreed at your home, including during a home visit or survey by one of our team, or where you make your offer to us at your home, have the right to cancel.

(c) If we approach you away from our premises. If one of our team approaches you personally away from our business premises (for example at your home or at an event) and the contract is then made at our showroom immediately afterwards, you still have the right to cancel.

(d) Orders placed in person at our showroom. If you place your order in person at our showroom, other than as described in (c), the 14-day right to cancel does not apply. We will tell you this before you order. Your legal rights if anything is faulty, not as described or not installed correctly still apply in full.

12.3 When the 14 days start and end.

(a) Supply and installation of a pergola or other goods. The cancellation period ends 14 days after the day we finish installing the goods at your property (or, if we deliver without installing, 14 days after delivery). If the goods are delivered or installed over more than one visit, the 14 days run from the last visit.

(b) You can also cancel at any time before installation, from the moment you place your order.

(c) Service-only contracts, such as a survey and design paid for by a survey deposit, or a separate servicing visit: the cancellation period ends 14 days after the day the contract is made.

12.4 How to cancel. Tell us clearly that you have decided to cancel. You can email us at info@spencersoutdoorliving.co.uk, phone 01902 202087, or write to Spencer’s Outdoor Living Limited, Office 30 Greenbox, Westonhall Road, Stoke Prior, Bromsgrove, B60 4AL. You can use the Model Cancellation Form below, but you do not have to. If you cancel by email, we will acknowledge it promptly by email. To meet the deadline, you only need to send your message before the 14 days end.

12.5 Your refund. If you cancel, we will refund all payments we have received from you for the cancelled contract, including any deposit, balance, survey deposit and delivery charges, less only the amounts set out in sections 12.7, 12.8 and 12.10.

(a) We will refund you within 14 days of the day you tell us you are cancelling. Because we offer to collect the goods ourselves, we will not wait until we have collected them before refunding you.

(b) We refund using the same payment method you used, unless you expressly agree otherwise. We do not charge a fee for the refund.

(c) We will show you how any deduction is worked out. If we have not yet collected the goods when your refund is due, we will deduct our estimate (no more than £600 including VAT) and refund any difference within 14 days of collection once the actual cost is known.

12.6 If you want us to start within the 14 days (express request). The survey, design work, ordering your goods and installation would normally all happen before the 14 days end. We will only start them within the cancellation period if you ask us to, by ticking the separate box when you order (it is never ticked in advance) or by confirming in writing. If you do:

(a) you keep your right to cancel;

(b) if you cancel after we have started a service, you pay an amount in proportion to the service we provided up to the time you told us you were cancelling, compared with the full service. We will show you how we worked it out;

(c) you pay nothing for a service provided within the cancellation period if you did not make an express request, or if we did not give you the information in this section before you ordered.

12.7 If you cancel after installation: the installation work. If you made an express request (section 12.6) and cancel after we have installed the goods, you pay an amount in proportion to the installation service we provided, compared with the full installation service. We work this out from the installation charge shown in your quotation or specification. If installation was finished, this is the full installation charge. If that charge is excessive, we will use the market value of the installation work instead.

12.8 If you cancel after delivery or installation: taking down and collecting the goods.

(a) We will collect the goods and, where installed, our own team will take them down. We will agree a collection date with you within 14 days of your cancellation, and you must give us reasonable access.

(b) Pergolas and other installed goods cannot be returned by post, so you pay the reasonable direct cost of us taking down and collecting the goods. This cost is up to £600 including VAT. The actual amount depends on what has to be taken down and collected and on access to your property. It will never be more than £600 including VAT and never more than our actual reasonable cost, and it will be less where our costs are lower (for example where the goods were delivered but not installed). You do not pay this cost if we did not tell you about it before you ordered.

(c) We will make the area safe and tidy when we remove the goods and fill fixing holes we made where reasonably possible. We do not have to remove groundworks you asked for and agreed would stay, such as a concrete base, unless the work was faulty.

(d) Until we collect, please take reasonable care of the goods.

(e) The amounts in sections 12.7 and 12.8 are not a fixed or minimum charge. Apart from any reduction under section 12.10, we do not charge anything else for cancelling.

12.9 Made-to-measure items. The right to cancel does not apply to goods made to your specification or clearly personalised. Because we order them in specifically for you, these are made-to-measure items:

(a) any pergola in a size other than our standard sizes of 3m x 3m, 4m x 3m or 6m x 3m; and

(b) any pergola in a colour other than grey.

We will tell you before you order, on your quotation, specification and payment page, whether your pergola is a made-to-measure item. Pergolas in our standard sizes in grey, including those cut or adjusted to fit on the day of installation, are not made-to-measure items. Even where the right to cancel does not apply, your legal rights for faulty, misdescribed or incorrectly installed goods remain.

12.10 Handling the goods. We may reduce your refund to reflect any loss in value of the goods caused by you handling them more than needed to check their nature, characteristics and how they work. This does not include anything our own team did, normal checking, or short ordinary use to see whether they suit you. We will tell you the amount and how we worked it out.

12.11 Survey and design (survey deposit). For orders over £10,000 we advise, but do not require, a survey and design paid for by a survey deposit of £500 plus VAT (£600 in total). If you go ahead with your order, the £600 comes off your balance. If you do not go ahead, we keep it as our fee for the survey and design, except where this section says we refund it. You can cancel within 14 days of paying it. This is what happens to the £600:

(a) if we have not started the survey, we refund the full £600;

(b) if you asked us to start within the 14 days and we have started but not completed the survey and design, we may keep an amount in proportion to the work done, up to £600, and refund the rest;

(c) if you asked us to start within the 14 days, the survey and design are complete (we have surveyed and sent you your design and specification), and you confirmed you understood you would lose the right to cancel once they were complete, the right to cancel is lost and we keep the £600, except as set out in (e);

(d) if you did not make an express request, or we did not give you this information before you paid, we refund the full £600; and

(e) whether or not the 14 days have passed, we refund the full £600 if the survey shows we cannot install the products you chose and we cannot agree a suitable alternative with you, or if the price we confirm after the survey is higher than your quotation and you decide not to go ahead for that reason.

You do not lose the right to cancel a supply-and-install order just because installation has been completed.

12.12 If we did not tell you about your right to cancel. If we do not give you the information in this section before you order, the cancellation period is extended by up to 12 months.

12.13 Your legal rights. This section does not affect your legal rights under the Consumer Rights Act 2015 if anything we supply or install is faulty, not as described or not installed correctly. For advice, contact Citizens Advice (www.citizensadvice.org.uk, 0808 223 1133) or, in Scotland, Advice Direct Scotland (www.consumeradvice.scot, 0808 164 6000).

Model Cancellation Form

Complete and return this form only if you wish to cancel the contract. You can also cancel by email, phone or letter (section 12.4).

To: Spencer’s Outdoor Living Limited, Office 30 Greenbox, Westonhall Road, Stoke Prior, Bromsgrove, B60 4AL
Email: info@spencersoutdoorliving.co.uk · Phone: 01902 202087

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods* / for the supply of the following service*:

Order or quotation number: ____________________________________________

Description of goods / service: _________________________________________________________

Ordered on* / received on* (date): ________________________

Name of consumer(s): _________________________________________________________

Address of consumer(s): _________________________________________________________

_________________________________________________________

Signature of consumer(s) (only if this form is sent on paper): ______________________________

Date: ________________________

* Delete as appropriate.