Returns & Refund Policy

1. Overview

At Tainhaus, we want you to be completely satisfied with your purchase. Because our log cabins and garden rooms are bespoke, made-to-order products, our returns policy reflects the nature of these items. Please read this policy carefully before placing your order.

2. Bespoke and made-to-order items

All Tainhaus products are bespoke or made-to-order to your specifications. Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are made to a consumer's specification or clearly personalised. This includes all log cabins, garden rooms, annexes and outdoor structures sold by Tainhaus.

Once your order has entered production, it cannot be cancelled or returned unless the product is faulty or not as described.

3. Cancellations before production

If you wish to cancel your order before production has commenced, please contact us immediately at hello@tainhaus.co.uk. Cancellations received before production begins may be eligible for a full refund minus any administration costs already incurred.

4. Damaged or incorrect items

If your order arrives damaged or does not match your agreed specification, you must notify us within 48 hours of delivery by emailing hello@tainhaus.co.uk with photographs of the damage or discrepancy.

We will assess the claim and, where valid, arrange for replacement parts, repair, or in cases of significant damage, a replacement product. We will not accept damage claims reported more than 48 hours after delivery unless the damage could not reasonably have been identified at the point of delivery.

5. Order discrepancies

Any discrepancies between your order and what was delivered must be reported within 48 hours of delivery. Please retain all original packaging until you have fully inspected your order. We cannot accept liability for discrepancies reported after this period.

6. Items not eligible for return

The following cannot be returned:

• Products that have been assembled, modified, or installed
• Products returned without prior written authorisation from Tainhaus
• Products where damage has occurred due to improper storage, handling or installation
• Products where the original packaging has been discarded before a claim is raised

7. Refund process

Where a refund is approved, we will process it within 14 days to the original payment method. We reserve the right to deduct any reasonable costs incurred prior to cancellation or return.

8. Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund regardless of our policy above.

9. Contact us

For any returns or refund queries, contact us at hello@tainhaus.co.uk or visit our contact page.