Guarantees & Warrantys

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Warranties, guarantees and liabilities

For most people, the purchase of a garden building is a major investment and naturally customers want to know what guarantee comes with their purchase. 

Most companies will offer a guarantee between 12months and 10 years. Gardenplex buildings come with a structural 10 year guarantee* as we believe our customers deserve the very best as we only source high quality materials which have been installed with excellent craftmanship.  

*Please refer to our terms and conditions for further details. 

Goods and services will conform to the contract specification and the services will be carried out with due skill and care. 

Any warranty or guarantee given by us in respect of the goods and/or services shall be subject to the condition that we shall be under no liability in respect of any defects in the goods and/or services arising from any drawing design or specification supplied by you. 

Any warranty or guarantee given by us in respect of the goods and/or services shall be subject to the conditions that we shall be under no liability under any warranty condition or guarantee if the there is any outstanding amount to be paid by you. 

We cannot accept any liability for the cost of any repairs to a defective product unless we are given adequate opportunity to carry out any necessary remedial work. 

We shall not be liable for any defects, loss, damage or injury resulting from your negligence or arising from lack of proper maintenance and improper use, accidents resulting from alterations or faulty workmanship on the part of others (excepting our agents or employees but not any independent contractors). For the avoidance of doubt, we shall not be liable for any defects injury loss or damage caused by independent contractors recommended or referred to you by us. 

We will make good any damage to your property caused by us during installation or performance of our services. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover in the course of installation and/or performance by us. We are also not responsible for any damage to your property caused by independent contractors. 

We will pass onto you the full benefit of any manufacturer's or supplier's guarantee available in respect of the goods and/or services. In the event that a manufacturer or supplier ceases trading we shall not be liable for the unexpired part of any manufacturer's or supplier's guarantee. 

You shall be responsible for any reasonable charges by us in connection with any inspection carried out by us at your request following the report of any alleged defect by you. This does include circumstances where we are liable under any warranty or guarantee given by us. 

We guarantee to repair where we deem at our absolute discretion it to be practicable and appropriate (and if not to replace) any faulty structural component which has developed a significant fault due to defective materials or workmanship supplied by us (but not independent contractors) during any guarantee period. 

You must notify us of any claim under the terms of any guarantee within 28 days of discovery of the fault. In the interest of certainty please do so by writing to us at Gardenplex, The Brickworks, Brick Kiln Lane, ST4 7BS. We strongly recommend that this is done by recorded delivery. 

Any guarantee given does not extend to electrical, non-structural or specialist items installed, where the manufacturer's normal guarantee would apply, or to any work carried out or affected by work carried out by third parties other than our employees or agents. 

Any sealed double glazing units supplied and installed by us which are covered by a guarantee will be guaranteed if a unit develops faults (including the incidence of condensation between the panes of the sealed units) during the guarantee period. However, no guarantee is given otherwise concerning the incidence, prevention or elimination of condensation. 

We cannot and do not under any circumstances guarantee a specific delivery date or time or the specific date or time for the commencement or completion of any installation work. 

Cancellation and returns: 

All of our structures are built to the specification of our customers and are therefore, bespoke orders.  

Should you wish to cancel your order prior to manufacture, you must notify us immediately, writing to us at Gardenplex, The Brickworks, Brick Kiln Lane, ST4 7BS. In the interest of certainty, we strongly recommend that any cancellation notice is sent by recorded delivery. Any monies paid by you will be refunded (without interest). However, if we have started the manufacturer of your bespoke order, (including the order of materials), you will not be able to cancel your order. Bespoke orders are not covered by the distance selling regulations.  

Where a refund is to be paid, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will usually process the refund due to you as soon as possible but always within 30 days of the day we received your cancellation or the day we confirmed to you via e-mail that you were entitled to a refund for delivery of the defective product. 

Terms and Conditions 

The following terminology applies to these Terms and Conditions and any or all Agreements: "Client", "Customer", "You" and "Your" refers to you, the person accepting the terms of the ‘Company’ and conditions. "The Company", "Ourselves", "We" and "Us", refers to our Company. "Party", "Parties", or "Us", refers to both the Client and ourselves, or either the Client or ourselves. 

It is the customer's responsibility to inform us should their property be on the Statutory List of Buildings of Special Architectural or Historic Interest or reside in an area of outstanding natural beauty or conservation area. We should be notified of any other charges that exist on the property. 

It is the customers responsibility to inform us of any manhole covers or other utility access points that may affect the siting of any of our garden structures. 

Any advice given by us with regards planning or regulations is purely advice. You should be independently satisfied that you understand these rules and regulations. Unless otherwise stated, we will accept no responsibility for buildings installed outside these rules and regulations. Whilst we may use other names when marketing our buildings, all our permitted development buildings are known as garden buildings. 

We make every effort to deliver goods within the estimated timescale; however, delays are occasionally inevitable due to unforeseen factors including poor/extreme weather conditions. 


Most of our buildings are constructed in smaller panels which will go through standard doorways. However, for health and safety reasons they will not go over gates or electrical cables, over walls, fences or flat roof garages. If there is no direct paved access to the installation area (base) we cannot be responsible to any damage caused to lawns etc. 


A firm level base of concrete or slabs etc is required for the installation of our buildings. The outside dimensions should be at least the same size as the buildings. We will not install any building on soil or grass and it is the clients responsibility to ensure that a suitable base is ready prior to installation.  

If, at the agreed time of installation it cannot be completed due to there not being a suitable base or appropriate access to the build site then the building will be left uninstalled until this is rectified. As per our payment schedule a 50% charge will be incurred at this point plus additional travelling time for all workmen allocated to the installation. There may be additional charges incurred where other workmen, service providers have been allocated. 

EPDM Roof 

The life expectancy of an EPDM roof is in excess of 50 years and our roofs come with a 10 year guarantee which covers degradation of the rubber membrane. This guarantee does not cover punctures, tears, abrasions which lead to the function of the membrane being compromised. 

It is the customers responsibility to ensure that they maintain the roof by keeping it clear of debris and not placing items on it or against it which may lead to damage. 

If you have any concerns please discuss them with us.  


Our Siberian Larch, Western Red Cedar and Waney Edge boards have a natural resistance to decay of 50+ years and come with a 10 year guarantee.  It is expected that customers maintain their garden building by ensuring there is an adequate airflow around the building and that they undertake weatherproofing when necessary, using a recommended preservative. Please contact us if you would like further details regarding our recommended preservatives. 

Please be aware that there will be natural gradients of colour, knots and other blemishes that are typical of a natural product such as wood. 

Our cladding does come with joins which are weatherproof. If this is something you wish to avoid, please discuss with us as we are only too happy to accommodate. 

Doors and Windows 

All of our doors and windows are supplied with a 10 year colour fast guarantee on the PVC components from the date of delivery to Gardenplex. This covers discolouration but not fading. 

Hardware (including hinges, locks, cylinders and rollers etc) and double glazed units are subject to a 1 year Guarantee from the date delivery.  

Our liability under this warranty is limited to the supply of replacement parts only.    

We do not accept responsibility for any additional work to replace the components, nor will we accept claims for consequential expenditure or loss.  

Failures must not be the result of influences outside our control, such as incorrect use, distortion of frames or building subsidence etc.  

The warranty on the replacement will extend to the end of the original component period.  

All guarantees are subject to adequate routine maintenance of the goods supplied.  


If within 1 year from the date of delivery, the unbroken double glazed unit is, through faulty manufacture, affected by material visual obscuration because of condensation or dust collection within the double glazed unit, we will, subject to compliance with the claims procedure outlined below, supply replacement product without charge. This warranty only provides for free replacement of the product or refund of the original invoice value and does not cover consequential losses or damage. No liability is accepted for personal injury, loss, claims, property damage, or labour, material or other costs howsoever caused or arising and whether direct or indirect.  

This glass warranty is subject to the following conditions:  

  • The customer accepts that the product was undamaged and free from any defects and where this is not the case, notifies Gardenplex within 48 hrs of installation. 
  • The product has not been exposed to contact from wet cement, hard foreign objects, metals and materials likely to cause abrasive damage.  

This glass warranty excludes:  

  • Minor imperfections inherent in architectural glass and caused during the manufacturing process whenever viewed in accordance with the glass and glazing federation 'Visual Quality Standard' for installed insulating glass units constructed from flat transparent glass.  
  • Units displaying the optical phenomenon, occasionally seen as Interference colour bands, known as 'Brewster Fringes'  
  • Distortion caused by the toughening process, i.e. 'roller wave' distortion, and 'haze'.  

This Guarantee does NOT cover the following:  

  1. Adjustments on the hardware.  
  2. Damage caused by third party fitters/installers etc.  
  3. Negligence due to misuse / inadequate maintenance.  
  4. Incorrect fitting of the product, leading to the failure of components (profiles, hinges,  locks etc).  
  5. The inability to produce a recognised Proof of Purchase (actual receipt, bank statement) which is deemed as your warranty documentation.  

Maintenance Guidelines. - These guidelines must be adhered to or you will invalidate your guarantee.  

  • Products should be washed down periodically with a non-abrasive cleaner and warm water.   
  • To maintain the mechanism and hinges ensure they are always kept clear of obstruction like builders rubble, plaster residue and other objects.  

All moving parts are to be periodically lubricated using a light, acid free lubricant to ensure continual ease of operation. 

Internal Walls and Ceiling 

Please note that some surface cracking in the filler is normal. This can occur due to excesses of damp, cold or heat. We cannot take responsibility for redecoration, general wear and tear and scuffs. If you have any concerns, please contact us for advice. 

Laminate Flooring 

Whilst our laminate floor has a heavy domestic/light industrial grade of usage we or the manufacturer accept no responsibility against loss of appearance, wear and damage caused by chair legs or castors or other actions that cause undue abrasions to the flooring.  We highly recommend you use a product such as a mat which is specially designed to preserve the condition of the flooring it covers. 

Electrical items 

All electrical items are covered as detailed by each manufacturers warranty. 


Warranties are valid only once full payment has been received.  In the event any issue should be discovered, you must give written notice to Gardenplex within 14 days. 

Our 10 year Structural warranty on insulated buildings covers solely the integrity of the building's frame on the basis that it is upheld as per our guidelines. 

The warranty requires that you inspect the room annually and treat the externals every 5 years for to maximise protection/ decoration and longevity (excludes general wear and tear, scuffs or redecoration). 

Water ingress, roof damage, incorrect maintenance, or damage resulting from any damages are due to acts of God, natural disasters (including, but not limited to,) winds, hurricanes, lightning, tornadoes and earthquakes, negligence, abuse or misuse, vandalism, repairs, alterations and accidental damage or attachments to the project are excluded from coverage under this warranty. 

We are not responsible for any building contents damage resulting from water ingress and would highly recommend that items of value are insured with an independent insurer. 

It is imperative that the building has continued air flow all around especially near ground level. We highly advise you to check every six months and ensure there is nothing preventing air flow such as, (but not limited to) build up of soil, growing foliage, compost areas, fallen leaves or anything leaning against the building. 

In the event of a claim and any work required we do not accept liability for any other costs incurred; including but not exclusively - loss of earnings, removal and refitting of furniture/fittings. 

Whilst some materials may come with longer warranties no individual item is warranted over 10 years as it works in conjunction with others that may not be. Please ask for details. 

Any remaining balance on a warranty is transferrable on the basis that we are informed of the name and contact details of the new property owner within one month of property completion date and is subject to the terms and conditions available on our website.