Terms & Conditions

Made to Order Terms and Conditions (Online Sales)

These terms may have changed since you last reviewed them

These terms were last updated on 12/01/2026.

Where to find information about us and our products

You can find everything you need to know about us, Get Plants Ltd (CN: 15884406, registered office Unit 46, Parkside Business Estate, Rolt Street, London, England, SE8 5JB), and our custom cut timber and wood panel products on our website before you order. We also confirm the key information to you in writing after you order by email.

Important: Natural Product Variations

Wood is a natural product. All timber and wood panels are subject to natural variations in grain pattern, colour, texture, and natural characteristics including knots, eyes, and mineral streaks. Images on our website are for illustrative purposes only and show typical examples. Your product will not be identical to any image shown.

When you buy from us you are agreeing that:

• We only accept orders when we’ve checked them.
• Sometimes we reject orders.
• We charge you when we accept your order.
• We charge interest on late payments.
• We pass on increases in VAT.
• We’re not responsible for delays outside our control.
• Products can vary from their pictures due to natural characteristics.
• You’re responsible for making sure your measurements are accurate.
• Custom cut products cannot be cancelled once production begins.
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don’t compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and that we accept it – we will send this confirmation by email.

Sometimes we reject orders

Sometimes we reject orders, for example, because the timber species or dimensions requested are unavailable, because we cannot meet your specifications, because a credit reference we have obtained is unsatisfactory, because you are located outside our delivery areas, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order

Payment is taken at the time we accept your order. If your product is goods, you will own it once we have received payment in full and delivered it to you.  Delivery 

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as timber supply shortages, extreme weather, or transport disruptions, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial (i.e. 2 weeks past the date indicated) you can contact our Customer Service Team at hello@getplanks.co.uk to end the contract and receive a refund for any products you have paid for in advance, but not received or, where delivery is outside of the standard paid for (e.g. you paid for express delivery, but it is 1 week late) we will make a goodwill refund for the express delivery fee.

Products can vary from their pictures due to natural characteristics

Wood is a natural product with inherent variations. Grain patterns, colour, texture, and natural characteristics including knots, eyes, mineral streaks, and other growth features will vary from piece to piece. Images on our website are for illustrative purposes only and show typical examples of the wood species. Your product will not be identical to any image shown. Additionally, a product’s true colour may not exactly match that shown on your device. Measurement tolerances are +/- 2mm unless otherwise specified.

You’re responsible for making sure your measurements and details provided are accurate

As we’re producing the product to measurements you provide, you’re responsible for making sure those measurements are correct. We strongly recommend double-checking all dimensions before placing your order.  All measurements are to be given in millimetres only (please double check this before entering).   Find information and tips on how to measure on our website or contact our Customer Service Team at hello@getplanks.co.uk. We cannot accept returns or provide refunds for products cut to incorrect measurements provided by you.

Please double check all addresses and contact information provided.  We are not responsible for any incorrect information provided.

Custom cut products cannot be cancelled once production begins

Important Legal Notice: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cancellation period does not apply to custom-made products.

All our products are cut to your specific measurements. As these are goods made to your specifications or clearly personalised, you do not have the right to cancel once we have begun producing your order (Regulation 28(1)(b)).

When production begins: We will begin producing your order within 24 hours of sending the order confirmation unless you have selected a delayed production option.

By placing your order for custom-made products, you: 

• Acknowledge that the products are being made to your specifications
• Expressly request us to begin production during what would otherwise be the cancellation period
• Acknowledge that you will lose your right to cancel once production begins

Cancellation before production begins: You may cancel your order without charge if you cancel within 24 hours of placing your order by contacting us at hello@getplanks.co.uk. After this period of 24 hours, your order will enter into production and will no longer be able to be cancelled.

You have rights if there is something wrong with your product

Your legal rights. Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described. Natural variations in wood (as described above) are not defects.

Damage in transit. Please inspect products immediately upon delivery. Report any damage or discrepancies within 48 hours of delivery to hello@getplanks.co.uk. Please retain all packaging and take photographs of any damage.  You are responsible for the proper storage and acclimatisation of timber in this period.

Remedies for faulty products. If products do not meet these standards, please contact us at hello@getplanks.co.uk.  Please provide full, clear photos of the products showing the extent of the damage.  Your rights regarding faulty products (i.e. it is not of a satisfactory quality, fit for purpose, or as described) do not extend to the full order, but only those faulty products within that order.  

You are entitled to:

• Within 30 days: Reject the products for a full refund;
• After 30 days: Request a repair or replacement in the first instance;
• If repair or replacement is not possible or unsuccessful: a price reduction or full refund

We will be in touch with you to make arrangements for return shipping, where appropriate. 

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements
• to make minor technical adjustments and improvements, for example to address a health and safety risk. These are changes that don’t affect your use of the product

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes
• update the product to reflect changes in relevant laws and regulatory requirements
• make changes to the product

We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency.

We can withdraw products

We can stop providing a product. We let you know at least 7 days in advance of your indicated delivery date and we will refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

• you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product
• you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us

We don’t compensate you for all losses caused by us or our products

We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section ‘We’re not responsible for delays outside our control’.
• Avoidable. Something you could have avoided by taking reasonable action, for example, damage caused by incorrect measurements you provided.

To the extent that you use a product for the purposes of your trade, business, craft or profession then, save in respect of any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the product.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice.

Contacting support

Our support policy. Our Customer Service Team is contactable via our Live Chat or email (hello@getplanks.co.uk) and will do their best to resolve any problems you have with us or our products.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to RetailADR through their website at Retail Complaints | Shop Disputes Online and In-Store | RetailADR]. If you’re not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. We may not agree if the order is for custom-cut products that have already been cut to your specifications.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.