Terms & Conditions


This Website in a Nutshell
This website is operated by MudPutty Ltd, Registered in England and Wales, Company number 09679920.
Our registered office address is MudPutty Ltd, Unit 3, 18 Kingsley Road, Manchester. M22 4NL. You can telephone us on 0161 945 3601 and email us at mud.putty@aol.co.uk

We reserve the right to change these terms at any time.
We reserve the right to suspend, restrict or terminate your use of this Site at any time.
 

Your Purchase

This website and the goods sold through it are subject to change without notice and we reserve the right to improve, alter or modify designs without prior notification. We will inform you of any changes to the advertised goods prior to dispatch of such goods.

Following your order, we may use your personal details for the purposes of supplying goods (including passing your details on to third-party couriers).


We are not obliged to supply the goods to you until we have confirmed that we have received payment in full.  We may, at our discretion, reject your order.


All specifications, sizes, photographs, descriptive matter and advertising published by us or contained on our Site are issued only for giving an approximate idea of the goods described in them and colours shown are intended as a guide only. They do not form part of the Terms. Actual colours may differ due to wood having naturally occurring differences in appearance and your own monitor settings, over which we have no control.


Prices are subject to change without prior notification.


Deliveries

MudPutty.co.uk delivers to destinations in the UK (incl Isle of Man, Isle of Wight & Isle of Scilly) Certain post code areas may incurr aditional shipping fees.

Failed Deliveries:


Please note 1: If you do not leave a mobile number and an email address it will be impossible for us to notify you of your delivery date (slot); if the goods (the items of your order) are then returned to our workshop due to a failed delivery because no-one was able to receive your goods, then you will be charged again for delivery- this charge will be our Standard Delivery Charge, however failed furniture or 2 man deliveries may be subject to a delivery charge of £85 for each failed delivery.





Please note 2: If there is a failed delivery (no-one at the address to accept the delivery) and you don't contact the relevant courier (the details on the courier card left for you) and the goods are returned to our workshop, you will be charged again for further delivery- this charge will be our Standard Delivery Charge, however failed furniture or 2 man deliveries will be subject to a delivery charge of £85 for each failed delivery.

 
Delivery Timelines

Mainland UK we offer:


Standard delivery (2-4 days)


Outlying areas such as Scottish Highlands, Isle of Man, Offshore Islands and Channel Islands our deliveries are based on weight and size and can take between 1 and 5 days longer depending on the service available.

PLEASE NOTE THAT THIS IS A PROFESSIONAL TRACKED DOOR TO DOOR SERVICE.

We do not send products by tortoise, jalopy, on the back of a winged silver unicorn or on a wing and a prayer. 


In the interests of security and fraud management:


Inside the UK, we cannot accept orders that use a UK mailbox as a billing address.



For outside the UK we reserve the right not to deliver to addresses that do not match the credit/debit card address details.


Orders are dispatched by our preferred Courier Service or by Royal Mail. Our Courier delivers between the hours of 8am and 6pm weekdays. A signature will be required so please specify an address where someone will be able to sign for your order between our courier working hours of 8am- 6pm. Please note that delivery on Saturdays is an extra charge and not available for large parcel items.

*For prompt deliveries or if you think you may not be home- using a work address rather than a home address is a great idea.


MudPutty will make every effort to deliver your product/s within the delivery time stated, please note that due to 3rd party involvement we will not be liable for any loss caused to you for late deliveries or lost items, we will however do our utmost to help.

To find out about late deliveries please follow the delivery tracking link. Alternatively contact us by email and we will let you know when to expect the delivery and we will ensure you receive your order as soon as possible. Please note that only when items are not delivered within 15 working days are they officially considered lost, we therefore ask that you allow enough time when you place your order so as to avoid disappointment.

In the case of unforeseen circumstances beyond our reasonable control (including inclement weather such as snow and ice preventing delivery vehicles from delivering your products) and if this means we are unable to deliver your goods, we will contact you and give you an alternative date for delivery.

This does not affect your statutory rights, although it may affect our relationship if a gift for your loved one arrives late!




Made to order Construction time

Normal construction time on larger items such as Hobbit Hole playhouses, canopies and moon cots is 3 - 5 weeks.
If these products are needed urgently we advise contacting us to discuss delivery dates, prior to purchase.
During periods of high demand, such as the lead up to Christmas / mid-summer, or unforeseen circumstances there may be a longer lead time on said larger items.

Occasionally circumstances may occur which are beyond our control, for example, material supply issues. This may increase lead times.

Again please specify if your item is needed urgently, we will do our best to meet your needs.

Hidey Hole Playhouses are shipped as part of a consignment. The courier may deliver these component parts in split deliveries spread over a few days. This is at the discretion of the courier.


Returns in a Nutshell
This is how we roll…

We believe that customer service is not just about delivering wow but also about sorting out the not so wow.

Delivery of and Returning made to order:


We realise that the words ‘made to order’ can cover a multitude of items. Our definition of made to order means large items with specific delivery requirements from the following categories: Hidey hole playhouses, Moon cots, Door canopies, House wardrobes, Tepees, etc.



If there is any major damage to the packaging or visible damage to your product(s) upon arrival, you should refuse delivery. If you do not refuse delivery it could affect your claim.



Please check your items fully and report to us any damages or manufacturing defects or faults within 72 hours or this could also affect your claim.


We can only refund made to order in accordance with your legal rights, that is, if it’s not fit for purpose or as described on our website. There is a £85 collection fee for returned large products.


If you experience any problems with your made to order delivery, please email us.

 
Standard Stock Products delivered to the UK:

Unwanted Product/Cancelling your Order (excluding made to order items):

If you change your mind or no longer want your item/s, you have 14 days to cancel your order, (this excludes made to order items). The goods must be returned in their original packaging, unopened, unassembled and unused.
Once we have received the goods back and we have checked them over, and providing they arrive back in a saleable condition with the packaging intact, we will refund. For any smaller item that will fit through the parcel carrier network, the fee may be less.
 PLEASE NOTE, WE CANNOT OFFER A REFUND FOR ITEMS, ONCE THEY HAVE BEEN ASSEMBLED.
We reserve the right to withhold a percentage of the refund value of the returned goods if the product or packaging is in such a condition that the item needs to be reduced in price or repaired for resale due to mishandling.
For your peace of mind, we recommend that you take photographs of the item in the box/packaging in case of damage in transit on the return journey back to us. 


Damaged or Wrong Products:

It is important that you check the goods as soon as possible upon arrival, if the goods have visible damage they must be reported to the driver or you can refuse the delivery. If you only realise after delivery that the goods are damaged, then please contact MudPutty as soon as possible.

We will do our upmost to help. Supporting images must also be supplied either as an email attachment or in jpeg format. Depending on the extent of the damage, we will always try and source replacement parts for you. In this instance we will arrange collection of the damaged/wrong parts and we will send the replacement parts out to you as soon as possible. In cases of extreme damage, we will look to replace your entire item. Our decision will be made on a case by case basis.

If you've been sent the wrong item, we will arrange for its collection as soon as possible and once received, we will send you the correct item as soon as possible. You will not be charged for this. 


Installation of Products:

If you intend to use the services of an independent installer to assemble your product, we strongly recommend that you do not book their services until your order has arrived in full and only after you have checked the condition of the item and you are happy that you have everything you need.
MudPutty will not reimburse any installation fees or any other third party service arranged by the customer.


Bespoke 'made to order' Items (UK or Overseas):

Unfortunately, personalised cannot be returned to us for a refund. These are made especially for our customers and as such do not keep them in stock.
 If there are any damages to 'made to order' products, we will ensure parts are replaced as soon as possible. These include personalised products made especially for you. However, if your item is faulty, we will of course arrange a collection and a replacement for you. 


Refunds:

Where a refund has been authorised, MudPutty will only refund cost of goods and outbound delivery. 
In instances where MudPutty need to collect the item, a £85 collection fee will apply. Any third party costs (including delivery and installation) will not be reimbursed. Please note that your refund (once goods are received back into our workshop and checked) may take up to 14 days to process.


Standard Stock items returned to MudPutty will need to be in a pristine re-sellable condition and delivery charges back to MudPutty will be for the customer’s account.

- please note this does not apply to items made to order - these items cannot be returned. 


This is so important we have to say it again. All products must be returned complete with original packaging and all components… and you must have taken really good care of the products.


We will attend to all returns as soon as humanly possible.


You will be responsible for the returned product/s until they reach us so always make sure the packaging is adequate so the products are not damaged on their return journey.



Unfortunately, all personalized products or products made to order cannot be accepted back.



This does not affect your statutory rights.
 

CANCELATION

Should you wish to cancel any order after making payment, Once the ‘service’ has started you have no right to cancel.


In the unlikely event of any problems, please do not hesitate to contact us. we will be more than happy to help.