Sales Terms & Conditions

Last updated: 2026-06-13

These are the terms on which we sell our buildings to you. They explain how your order works — from quote to deposit, manufacture, delivery and installation — and set out your rights and ours. We've written them in plain English, and nothing in them affects your statutory rights under the Consumer Rights Act 2015.

Please read them carefully before you place an order. By paying a deposit, you confirm you have read and accept these terms.

1. Who we are

  • VeltHaven Ltd ("VeltHaven", "we", "us", "our")
  • Registered in England & Wales, company number: 17261887
  • Registered office: Office 19313, 182–184 High Street North, East Ham, London, E6 2JA, United Kingdom
  • Email: legal@velthaven.com

"You" / "your" means the customer placing the order.

2. About our products

We design, manufacture and install bespoke garden buildings, garages and saunas, made to your chosen specification. Because each building is made to order, the terms below — particularly on cancellation (section 11) — are built around when manufacture begins.

These Sales Terms work alongside our Website Terms of Use, Privacy Policy, Cookie Policy, Warranty & Aftercare Policy, Installation Terms and Deposit & Cancellation Policy. Where this document refers to those, they form part of your contract with us.

3. Quotations and configurator estimates

  • Prices shown on our website and built up in our online configurator are estimates to help you plan. They are not a binding offer.
  • A configurator estimate becomes a firm price when you proceed to checkout, where your price is confirmed and fixed (subject to section 9 on non-standard sites).
  • Written quotations we give you are valid for the period stated on them; if no period is stated, for 30 days.

4. How your order is formed

  1. You choose your building and options and proceed to checkout.
  2. You pay the reservation deposit (section 7). This secures your order and locks in your price.
  3. We send you an order confirmation by email with your unique order reference (VH-ORDER-####).

A binding contract is formed when we send you that order confirmation. Please check it carefully and tell us promptly if anything is wrong.

5. Prices

  • Your price is the one confirmed at checkout and in your order confirmation.
  • Prices include the standard specification described for your chosen building. Optional extras and any non-standard site works (section 9) are priced separately and agreed before manufacture.
  • We may correct obvious pricing errors. If a genuine error materially affects your order, we'll contact you before proceeding, and you may confirm at the corrected price or cancel for a full refund of any deposit paid.

6. Custom-made / bespoke products — your cancellation rights

Our buildings are made to your specifications. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28), the standard 14-day "distance selling" right to cancel does not apply to goods that are made to your specifications or clearly personalised.

To be fair and transparent, we give you a voluntary right to a full deposit refund any time before you pay your balance and before manufacture begins (see section 11 and our Deposit & Cancellation Policy).

None of this affects your statutory rights if a building is later found to be faulty, not as described, or not of satisfactory quality (section 12).

7. Payment

Currency & VAT. Prices are in pounds sterling (GBP). We are not currently VAT-registered, so no VAT is added to our prices. If this changes, we will update these terms and make any VAT clear before you order.

How you pay. At launch, payment is by bank transfer to our VeltHaven Wise GBP account. The account details and your unique reference (VH-ORDER-####) are in your order confirmation. (We may add card payment options in future.)

Reservation deposit. A deposit is payable at checkout to secure your order and lock your price. The amount depends on your total order value:

Order value Reservation deposit
Under £20,000 £1,000
£20,000 – £40,000 £2,000
Over £40,000 £3,000

Balance. The balance (your total order value minus the deposit) is due within 7 days of paying your deposit. We'll send you a balance invoice with the same account details and reference.

Paying your balance is your written instruction to VeltHaven to proceed with manufacture. Once we receive your balance, we order materials and begin building your building to your specification.

If we do not receive your balance within 7 days, we'll get in touch; we may release your production slot and the price hold until payment is made. You can still claim a full deposit refund up to the point you pay your balance (section 11).

8. Title and risk

  • Risk in the building passes to you on delivery.
  • Ownership (title) passes to you once we have received payment in full.

9. Your site, and non-standard site works

After checkout we'll ask you to send photographs of your site so we can plan delivery and installation. If your site needs non-standard preparation (for example, levelling, restricted access, or bespoke foundation work), we'll send you a separate quote for those works.

  • Any non-standard extras must be agreed in writing before manufacture begins. We will not invoice for site extras after delivery.
  • If you choose not to accept the extras quote, you may cancel in line with section 11.
  • You are responsible for the accuracy of the information and photographs you give us about your site.

Foundations, groundwork, planning and access responsibilities are set out in sections 10 and 13 and in our Installation Terms.

10. Delivery and access

  • Delivery and installation are included in the price of your building. If your site is in a remote location or has restricted access, additional costs may apply — we will always agree these with you in advance (see section 9).
  • Estimated lead times are given as a guide and may vary with specification and production schedules. We provide estimated delivery and installation windows, not guaranteed dates (see section 14).
  • You are responsible for ensuring safe, suitable access to your site — including adequate road width, turning space, and any crane access required — and for telling us about any access restrictions before we manufacture or deliver.
  • If delivery or installation cannot be completed because of undisclosed access problems, unsuitable site conditions, or no one being available to take delivery, we may charge reasonable additional costs for storage, re-delivery, or a failed visit.

11. Cancellations and refunds

This section summarises our Deposit & Cancellation Policy, which applies in full.

  • Before you pay your balance (and before manufacture begins): you may cancel for any reason and receive a full refund of your deposit.
  • After you pay your balance (manufacture has begun): because your building is made to your specification, it cannot be cancelled or refunded once we have started making it, except where you have a remedy under consumer law (section 12). In genuinely exceptional circumstances (for example, serious illness or planning refusal outside your control), please contact us — we will consider each case reasonably.

Refunds are made to your original payment account, normally within 5–10 business days of us confirming cancellation.

12. Faulty goods and your statutory rights

Your rights under the Consumer Rights Act 2015 apply in full. Your building must be of satisfactory quality, fit for purpose, and as described. If it is faulty, damaged on delivery, or not as described, you are entitled to a repair, replacement, or — where those are not possible or fail — a refund or price reduction.

Please inspect your building on delivery and tell us about any visible damage or shortage as soon as possible, ideally within 48 hours of delivery, with photographs, so we can put it right quickly. Reporting promptly helps us, but does not limit your statutory rights.

13. Planning permission, building regulations and foundations

  • Planning permission and building regulations are your responsibility. Many of our buildings may fall within "permitted development", but rules vary and depend on your property and location (for example conservation areas or listed buildings). We can offer general guidance, but you must check with your Local Planning Authority and obtain any approvals needed. We recommend doing this before manufacture begins.
  • Foundations and groundwork must meet our specification before installation. Unless you have purchased managed groundwork from us, providing a suitable, level base with adequate drainage is your responsibility. If the base does not meet specification on the day, installation may not be able to proceed and additional charges may apply. Full detail is in our Installation Terms.

14. Timescales

We'll give you estimated windows for manufacture, delivery and installation. These are estimates, not guarantees. We are not liable for delays caused by events outside our reasonable control (section 16), by weather, or by issues with your site, access, or approvals.

15. Warranty

Your building is covered by our Warranty & Aftercare Policy, in summary:

  • Garages and garden rooms: VeltHaven 10-Year Structural Warranty (2 years full warranty plus structural cover to year 10).
  • Saunas: 2-year full warranty. Sauna heaters are covered by the heater manufacturer's own warranty (Harvia or HUUM).

Warranty cover is subject to the exclusions and maintenance requirements in the Warranty & Aftercare Policy, and does not affect your statutory rights.

16. Our liability

Nothing in these terms limits or excludes our liability where it would be unlawful to do so — including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or under the Consumer Rights Act 2015.

Subject to that:

  • we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable;
  • we are not liable for delays or failures caused by events outside our reasonable control, or by your site, access, foundations, or approvals; and
  • we do not exclude or limit our liability to you as a consumer in any way that the law does not allow.

17. Events outside our control (force majeure)

We are not liable for failure or delay in performing our obligations where this is caused by events outside our reasonable control — such as extreme weather, supply-chain failures, material shortages, fire, flood, or industrial action. If such an event happens, we'll contact you as soon as possible and take reasonable steps to minimise the delay.

18. Complaints and dispute resolution

We want every customer to be happy. If something isn't right, please contact us at legal@velthaven.com with your order reference and we will work to resolve it promptly.

If we cannot resolve your complaint between us, you may wish to use an Alternative Dispute Resolution (ADR) provider — an independent service that helps settle disputes without going to court. We are not currently a member of an ADR scheme and are not obliged to use one, but we will always try to resolve any dispute with you directly and fairly. You can also get free, impartial advice from Citizens Advice (citizensadvice.org.uk) or bring a claim through the courts. None of this affects your statutory rights.

19. General

  • We may transfer our rights and obligations under these terms to another organisation; this will not affect your rights. You may only transfer your rights or obligations with our written agreement.
  • If any part of these terms is found to be unenforceable, the rest remain in force.
  • These terms, together with your order confirmation and the policies referred to in section 2, are the entire agreement between us about your order.
  • Any change to your order must be agreed in writing.

20. Governing law

These terms and your order are governed by the law of England and Wales, subject to the non-exclusive jurisdiction of the courts of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you may also bring proceedings in the courts of the UK nation where you live.

21. Contact us

Email: legal@velthaven.com VeltHaven Ltd, Office 19313, 182–184 High Street North, East Ham, London, E6 2JA Companies House: 17261887

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable UK law.