Terms & Conditions

Quick navigation

  1. Definitions
  2. General Terms & Conditions
  3. Our details
  4. Product appearance
  5. Pricing
  6. Your order
  7. Payment
  8. Delivery
  9. Receipt of goods
  10. Returns Policy

1. Definitions

In these terms and conditions:

  • UK Bamboo Supplies Limited” means, UK Bamboo Supplies Limited and any other connected organisation that supplies the goods ordered by you and any successor to its business.
  • We and Us” means UK Bamboo Supplies Limited either alone or together with you, as the context requires.
  • Working day” means every day of the year except weekends, and English statutory and public holidays.
  • You” means the person ordering goods subject to these terms and conditions.

2. General Terms & Conditions

  • 2.1: If any part of these terms and conditions is found to be unenforceable as a matter of law, all other parts of these terms and conditions shall not be affected and shall remain in force.
  • 2.2: These terms and conditions and any contract between us shall be governed by and construed in accordance with English law and the English Courts shall have jurisdiction over any disputes between us.
  • 2.3: Contracts are made and accepted subject to these Conditions of Sale. Contracts that are made in Scotland shall be governed by Scottish Law otherwise this contract shall be governed by English Law and no other.
  • 2.4: We shall not be liable to you where performance of any of our obligations to you is prevented, frustrated, or impeded by reason of acts of God, war and other hostilities, civil commotion, accident, strikes, lock outs, trade disputes, acts or restraints of Government, imposition or restrictions of imports or exports or any other cause not within the reasonable control of UK Bamboo Supplies Limited.
  • 2.5: Ownership of the goods shall remain with UK Bamboo Supplies Limited and shall not pass to the Customer until the agreed price for them, together with all other sums due from the Customer to UK Bamboo Supplies Limited have been paid in full.
  • 2.6: When UK Bamboo Supplies Ltd. provides advice or a plan:
    • Where UK Bamboo Supplies Limited agrees to provide a specifically designed plan, the Customer agrees to check the accuracy and suitability of the plan.
    • To the extent permitted by law, UK Bamboo Supplies Limited accepts no liability for any loss, damage or injury arising as a consequence of the advice provided.
    • The Customer is responsible for obtaining all necessary planning permission and local authority consents and permissions for any work to be carried out and allowing its agent to inspect these prior to the commencement of work.

3. Our details

UK Bamboo Supplies Limited
Unit 4, New Place Farm,
East Sussex,
TN22 5EQ

Registered in England 5011562

VAT Registration GB838970575

To contact us by telephone please call 01825 890 041. Lines are open 9am to 4.30pm weekdays.

To contact us via email, please sent to sales@ukbamboo.com

4. Product appearance

  • 4.1: We cannot guarantee that the appearance and/or the colours of products shown on this site exactly reproduce the appearance and/or colours of the physical products. Bamboo is a natural product and variations do occur.
  • 4.2: Bamboo Poles – Appearance & cracks
    • Poles may have or develop cracks and / or splits. This does not affect the general properties of the bamboo and is purely aesthetic.
    • There may be blemishes and / or scratches on the bamboo poles. These are generally caused during the harvesting process and are part of the bamboo’s natural character.
    • Some poles may have scorch marks in places where heat has been applied to straighten the pole after harvesting (this does not affect the pole’s integrity).
    • Bamboo is a natural product and so variations in colour, size and shape do occur. Not all poles are straight from base to tip and no two poles are likely to be the same.
  • 4.3: Bamboo Poles – Tapering & Measurements
    • The diameter stated is measured at the widest part of the pole towards the base of the pole. Due to the way bamboo grows, it is normal for the poles to taper. While most poles will only taper down by a few millimetres, they can taper up to 60% in extreme cases.
    • Each pole is expected to be within +/- 5% of the range diameter it is sold in. All sizes quoted are approximate to the required size.

5. Pricing

  • 5.1: The website has a toggle to include or exclude VAT. Final checkout amount will always include VAT.
  • 5.2: All product prices exclude delivery.
  • 5.3: The delivery cost is calculated in the checkout when a postcode is entered. A total amount to pay, including VAT, will be displayed.
  • 5.4: Courier costs are calculated based on total weight and by the products dimensions.
  • 5.5: Prices that are reduced for sales/promotions are only valid for the specified time frame.
  • 5.6: UK Bamboo Supplies Ltd. reserves the right to adjust prices, offers, goods and specifications of goods at our discretion any time (but not after) we accept your order.
  • 5.7: While we endeavour to ensure that all pricing is accurate, occasionally an error may occur, and goods may be mispriced. When this is identified, UK Bamboo Supplies Ltd. will contact the customer to inform them and in writing ascertain whether the order is to go ahead, or the customer wishes to cancel the order. UK Bamboo Supplies Ltd. are not obliged to supply goods at the incorrect price.
  • 5.8: PDF price lists and pricing structures issued are subject to changes. While prices would be correct at the time of issue, product costs may fluctuate slightly due to international shipping costs. UK Bamboo Supplies Ltd. reserves the right to adjust prices accordingly.

6. Your order

  • 6.1: You will have an opportunity to check and correct any input errors in your order, up until the point at which you submit the order via the “Confirm Order” button on the checkout page.
  • 6.2: All orders made by you are subject to acceptance by us.
    • We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances.
  • 6.3: After submitting an order to us, we will send you an order acknowledgement email with your order number and details of the goods ordered.
    • Please check your junk/spam folder as this is an automated email.
  • 6.4: If any items you order are not available:
    • We will contact you via the contact methods you provided when the order was placed to discuss next steps. This can include you receiving the available goods, waiting for the stock of the unavailable goods, or a refund.
    • If we are not able to contact you, we will send the available items and use our discretion to either: A) Provide a refund, or B) Provide a substitute for the unavailable item(s).

7. Payment

Accepted Payment MethodsExcluded Payment Methods
> PayPal
> Visa Credit Cards
> Visa Debit Cards (including Delta & Electron)
> Mastercard
> Maestro (UK)
> International Maestro > Debit Cards
> BACS payment (by prior arrangement)
> Purchase Orders PO’s (schools, councils, and government bodies only)
> American Express Cards (Amex)
> Cheques
> Payment over the phone
  • 7.1: The total cost of your order is the price of the goods and delivery charges. Payment can be made via most major credit or debit cards.
  • 7.2: You confirm that the credit/debit card that is being used is yours.
  • 7.3: All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer refuses to authorise payment, we will not accept your order and we will not be liable for any delay or non-delivery.
  • 7.4: We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order.

8. Delivery

  • 8.1: Delivery is 1 – 3 working days and takes place between 7am and 6pm
    • 8.1.1: The cut-off time for next-day order despatch is 2pm. While we make every effort to meet this, there may be times when a delay is unavoidable due to unforeseeable circumstances or scheduled stock replenishment (offloading shipping containers of stock, affecting 1 day a month).
    • 8.1.2: All orders are booked on a next-day service with our couriers as standard; however, we advise 1-3 working days to account for any delays the couriers might experience.
    • 8.1.3: Delivery times cannot be specified. When the item(s) leave UK Bamboo Supplies Ltd., the products are in the charge of the courier.
    • 8.1.4: Working days are classed as Monday to Friday. Bank holidays and weekends are excluded.
    • 8.1.5: Where delivery instructions are required for your address, please include brief instructions during the checkout process.
    • 8.1.6: Delivery is available to all UK mainland addresses. For customers living in remote rural areas, some delivery services may not be available. For such locations, please contact sales@ukbamboo.com and UK Bamboo will investigate available options and inform you of these.
    • 8.1.7: We do not deliver items from one order to multiple addresses (unless you have discussed with UK Bamboo Supplies and have an agreement confirmed in writing).
    • 8.1.8: If your order contains more than one item, you may be contacted by more than one courier. Products may be delivered separately by different couriers.
    • 8.1.9: All delivery details and instructions must be given at the time of order, the Customer agrees to review their information is correct and include key details, such as any challenges to accessing the delivery address. Missing information, which causes a delay to delivery, may incur additional delivery charges to the customer.
  • 8.2: Unless otherwise stated, all deliveries will be made direct to your threshold (for larger items, such as boards, this is often kerbside).
    • 8.2.1: The courier will unload the goods from the vehicle and take them to the nearest/most appropriate point of access, which, for residential addresses, this is usually the doorstep of the consignee’s premises, but may be on the driveway of a residential property providing there is sufficient clearway and space, and someone at that property is present to take control of the Consignment before taking it into their premises themselves. For deliveries to business addresses, the courier may take goods to the door/ reception/warehouse, dependent upon which is appropriate. At the driver’s discretion, goods may also be left in a safe place nearby (such as with a neighbour, inside a carport etc.)
    • 8.2.2: UK Bamboo Supplies or the courier are not responsible for any additional lifting or carrying of your goods.
  • 8.3: Delivery outside of the UK is available:
    • 8.3.1: Customers outside of the UK (excluding Scottish Offshore, Isle of Wight, Northern Ireland, and the Channel Islands) are requested to arrange their own courier collection and delivery for their orders (see 8.4).
  • 8.4: Collecting your order from UK Bamboo Supplies Ltd / Arranging your own courier
    • 8.4.1: Collection from the UK bamboo Supplies Ltd. warehouse is available free of charge and is available to select during the checkout process.
    • 8.4.2: If a customer wishes to arrange their own courier, we kindly request an email to sales@ukbamboo.com or call 01825 890 041 to arrange a collection date and time.
    • 8.4.3: When a customer arrange their own courier, UK Bamboo Supplies Ltd. cannot be held responsible for any damage to goods after they have left the warehouse. Any claim for damage caused once the goods have left UK Bamboo Supplies Ltd. is between the customer and the person / company responsible for collection.
  • 8.5: Changing the delivery address for an order in transit
    • 8.5.1: If you need to amend the delivery address, you must notify UK Bamboo Supplies Ltd. as soon as possible. The onus is on you to advise us in responsible time.
    • 8.5.2: If the goods are already with one of our delivery partners and, provided agreement has been accepted by UK Bamboo Supplies Ltd., we will do what we can to have the goods rerouted.

For further information on delivery, take a look at our Delivery FAQs.

9. Receipt of goods

  • 9.1: To hold couriers accountable, missing or damaged items ideally need to be reported within 24 hours (couriers only accept responsibility within 24 hours).
  • 9.2: When the items have been delivered, the Customer will be responsible for their safekeeping
    • 9.2.1: UK Bamboo Supplies Ltd. will not be responsible for any damage or fault arising from incorrect storage.
Steps to take when an item is damaged or missing:

  1.  If there are any issues, please take photographs of the issue and report it within 14 days* to UK Bamboo Supplies by emailing sales@ukbamboo.com. (To hold couriers accountable: missing or damaged items ideally need to be reported within 24 hours).

  2. Damage/missing items are reported within 24 hours.

  3. UK Bamboo Supplies Ltd. will review the issue and will contact the customer with next steps, such as a refund or a replacement for issues that warrant remedies.

 * UK Bamboo Supplies Ltd. cannot be held responsible for any issues after the 14-day time frame.

10. Returns policy

  • 10.1: When you have received the order, if you realise you have ordered incorrectly (size, colour, etc.) you may refuse receipt of delivery and the courier will return the goods to us, or we can arrange collection. Please contact sales@ukbamboo.com detailing the issue so we are aware. UK Bamboo Supplies Ltd. will review and will contact you, advising on how we plan to proceed.
  • 10.2: We reserve the right to refuse a return or to require proof of identity. We also reserve the right to add a 20% handling fee, where applicable.
  • 10.3: Goods have a 14-day return policy. This is subject to the following conditions:
    1. The product must be unused.
    2. Orders which are cut and made to measure to your specific requirements will not be exchanged or refunded.
    3. If the product is damage during transit, images are to be sent to sales@ubamboo.com
  • 10.4: When UK Bamboo Supplies Ltd. agrees to replace the product(s)
    • We will arrange for courier collection of the original items.
    • The items must be unused, stored correctly before collection, and wrapped the same way (or similar) before collection.
    • The courier will bring their own address label.
    • The old delivery label needs to be covered or removed.
    • The courier will contact the customer when the collection has been booked.
  • 10.5: Once the goods are returned, you will recieve a full refund of the price paid (excluding relevant delivery charges) less any collection charges.
    • If you return a part of an order, we will recalculate any applicable delivery charges for the remaining part of the order and deduct this from the refund.