Get in touch

Terms & Conditions

Consumer Policy

Fountain Timber Products Limited, trading as Fountain Timber (the 'Company', we, us or our).

The Company's General Terms and Conditions of sale and any relevant third party manufacturer's terms shall apply to all purchases completed by consumers (as defined by the Sale of Goods Act 1979) online or by telephone, e-mail or fax, save to the extent that such Terms and Conditions are inconsistent with your consumer rights. For Orders placed via our website, please also see our Online, Privacy and Security Policy.

The following provisions only apply to Customers who are consumers and Orders placed by them and are not relevant to any Customers or their Orders.

1. Cooling Off Period

1.1. You may, if you wish, cancel your order of general stock items for any reason within 7 Business Days starting on the day after you receive the Goods. You will need to notify us in writing that you wish to do this, specifying our invoice number of the order to be cancelled. If you cancel your order after the Goods have been delivered, we reserve the right to require you to pay the cost of returning the goods to us but apart from this, the whole of your money will be returned to you within 7 Business Days of our receiving the Goods back.

1.2. Goods returned to us in accordance with clause 1.1 must be returned in the condition in which they were delivered, unused and in their original undamaged packaging.

1.3. Your right to cancel your order in relation to Goods which we are required to manufacture to your Specification will end at the point that we start the manufacture of such Goods. As such, we will not start manufacturing such Goods until after 7 Business Days starting on the day after you your Order has been accepted by us and the Contract formed have passed UNLESS you confirm in your Order that you require us to commence work immediately.

2. Returns & Refunds

After the cooling off period we shall not accept the return of any goods ordered from us incorrectly or subsequently found to be surplus to the Customer's requirements.

3. Faulty, Incorrectly Supplied and Damaged Items

If an item has been incorrectly supplied, received damaged or is faulty then you should contact us on 01934 862710 and we will issue you with a returns code, explain our returns procedure and discuss with you the easiest and most convenient way for you to return the item(s) to us. You should then return the item(s) to us by the agreed method together with a completed Goods Return Form which will have been sent to you with your original order. Unfortunately we cannot accept proof of posting as confirmation of delivery. Therefore, we recommend that all returns should be sent by a tracked method. Upon receipt of the item(s) in the condition in which they were delivered, unused and in their original undamaged packaging, we will refund the full value of the goods and any carriage costs.

4. Stock Availability

We make every effort to ensure that the products featured on our website are in stock and can be delivered to you within 7 Business Days of your Order. However, despite our best efforts, some items may be temporarily out of stock. If this is the case you will be informed as to the expected delay, and given the opportunity to wait for the Goods ordered to arrive, cancel the order or order the nearest possible alternative.

5. Contract Information

A binding contract for sale and purchase of Goods between us and the Customer will only come into effect when we issue you with a confirmation of order by e-mail, fax, telephone or letter. We are not obliged to accept any order you submit.

Online Security & Privacy Policy

Fountain Timber Products Limited, trading as Fountain Timber (the 'Company', we, us or our).

The Company's General Terms and Conditions of sale and any relevant third party manufacturer’s terms shall apply to all orders placed via our website.

Also, by using our website you agree to be bound by the following terms and conditions. If you do not agree to be so bound you should not access or use our website.

This website its content and the copyright thereof are owned by us. You are not permitted to reproduce any aspect of the website or content, nor to incorporate it into or otherwise store it on your own website or any other publication, whether in electronic format or otherwise. You are also not permitted to mirror the content or modify or reuse the graphics or text in any way in any medium unless you have our express prior written permission to do so.

Data transmission over the Internet cannot be guaranteed to be 100% secure. As a result, whilst we strive to protect your personal information in accordance with the terms of our Privacy Policy, we cannot ensure or warrant the security of any information you transmit to us via the internet, and you do so at your own risk. Once we receive your transmission, we make our best effort to ensure its security on our systems.

We regularly monitor and updates as necessary the information contained on this website. Changes to our services or pricing, our terms and conditions and policies or the contents of the website may be made at any time without notice to you. Continued use of our website and/or services will signify that you agree to any such changes.

We do not accept responsibility for any loss, whether direct, indirect or consequential, which you may suffer as a result of any changes we make in accordance with condition 3 above or otherwise by placing reliance upon any of the information contained on this website.

We reserve the right to increase our prices in accordance with our General Terms and Conditions, clause 2.2.

We do not warrant or guarantee that this website or any of its links or linked sites are free from viruses. We will not accept liability for any losses or consequential losses caused by use of the website, links or linked sites. Furthermore, we do not warrant or guarantee that this website will operate error-free or on an uninterrupted basis.

We do not warrant or guarantee the accuracy or legality of the content of any linked websites and will not be held liable for anything contained on such websites.

We reserve the right to amend any typographical clerical or other error or omission to the content of this website at any time without liability to you.

In accepting these terms you warrant not to use any device, software or similar to cause damage to the website or may cause interruption or render it less efficient or otherwise affect it to its detriment.

Online Privacy Policy

We are committed to respecting the privacy of our Customers and any data they provide is used only in accordance with their wishes. This privacy policy explains how we use the information we collect about you, how you can instruct us if you prefer to limit the use of that information and procedures that we have in place to safeguard your privacy.

1. Data Collection

1.1. We will only collect personal data from you that is relevant to enable us to complete our transactions with you, provide you with the service you expect and help us to shape the future of our website to meet your demands. As part of our total commitment to data protection we will ensure that this data is collected and stored by us accurately and in a safe and secure environment. When you make a purchase from (the 'Website') as well as providing your account number you will be asked to provide your name, e-mail address, delivery address and contact phone number. Details of all your order transactions will be collected and stored.

1.2. We may also use aggregate information and statistics for the purposes of monitoring website usage in order to help us develop the website and our services and may provide such aggregate information to third parties. These statistics will not include information that can be used to identify any individual.

1.3. We do not share or provide any customer information to third parties.

2. Cookies

2.1. We use the web browser feature called a 'cookie' with your permission, simply to make your browsing experience better. Cookies are files that your web browser places on your computer's hard drive. For information they are a recognised way of identifying you each time you return to the site. We will not use these cookies for any other reason or pass any of your details to a third party.

2.2. By accessing and using our website you agree to allow us to use cookies.

2.3. We may also collect IP addresses for the purpose of system administration and problem diagnosis. We will not use this information other than for our own technical purposes unless we are required to do so by law.

3. Protection of Your Information

3.1. We understand that trading on the Internet can feel risky and insecure. Every precaution is taken to ensure that information is collected and stored accurately and confidentially without danger of unauthorised access. However, this can never be 100% guaranteed.

3.2. In order to promote the protection of your information access to your account is controlled by a password that is agreed with your account principal when initially requesting access to our on-line service. We require that passwords are changed regularly for security purposes. Our IT Support Department will contact you should this become necessary. However, we recommend the account principal changes their passwords regularly using the "user administration" button in the secure area. If you need assistance please contact us at

3.3. In the event of a security breach within your company we would advise you to make contact with us immediately. Details of your password are securely recorded within the IT Support Department. In the event of you forgetting your password please contact us. However for security reasons this will be sent via email to the business principal details of which are held by our Accounts Department. Under no circumstances will passwords be issued over the telephone.

4. Updating Your Details

If any of the information that you have provided to us changes, for example if you change your e-mail address or name or if you wish to be removed from our database, please let us know the correct details by sending an e-mail to:

5. Your Consent

5.1. By submitting your information you consent to the use of that information as set out in this policy. If we change our privacy policy we will post the changes on this page, and may place notices on other pages of the website, so that you may be aware of the information we collect and how we use it at all times. Continued use of our website and/or services will signify that you agree to any such changes.

5.2. Owing to the global nature of the internet infrastructure, the information you provide may be transferred in transit to countries outside the European Economic Area that do not have similar protections in place regarding your data and its use as set out in this policy. However, we have taken the steps outlined above to try to improve the security of your information. By submitting your information you consent to these transfers.

6. Links to Other Websites

The Website may include links that enable you to visit other websites of interest with ease. Nevertheless, please note that once you have left the Website, we have no control over and can not be responsible for the protection of any information that you provide while visiting such external websites. It is your sole responsibility to read the privacy policy applicable to the external websites in question and only to provide your personal information when you are satisfied that it will be suitably protected.

7. Who to Contact in Case of a Query

If you have any queries on our Privacy & Security Policies, please call our Security Helpline on (01934) 862710

Loading... Updating page...