Terms and conditions

1. Customer Details
2. Contract
3. Payment
4. Trade Discounts and Coupon Codes
5. Product Description
6. Pre-Order Items
7. Self Assembly Products
8. Customer Order - Updates, Notifications & Communication
9. Packaging
10. Returns and Refunds

1. Your Details

The following information will be required when you place an online order:

* Full name
* E-mail address
* Payment details (credit card details or Paypal details)
* Contact telephone number
* Billing address (where the debit/credit card is registered to)
Shipping address

We pass on your telephone number and/or email address to our courier in case they need to contact you regarding delivery. If you would prefer us not to do this, please let us know before you place your order.

If payment is made using Paypal, we may use this email address, if different to the one you provided, to contact you regarding your order. We will only do this if the email address you provided when placing your order is invalid or we believe you are not receiving emails to the email address you provided.

We cannot take responsibility for third parties gaining access to you details whilst visiting our site. Please check your internet settings. We will take all reasonable care to keep your personal data and order details secure. 

If you do not wish to receive email updates or offers from us please let us know at marketing@arbolhouse.com

2. Contract

All of our products listed on our online shop are intended for domestic use only. If you are a commercial customer, you are welcome to purchase from us, but please be aware that our products have not been tested and/or verified for commercial use and therefore we can offer no guarantee of the durability of the product/s and commercial use will void our returns policy. If item/s are purchased for trade/business/commercial use, the purchase is at the customers own risk.

Every transaction must accept the Terms and Conditions in addition to the Delivery Terms and Conditions.

Customers must be over 18 to order from us.

We reserve the right to cancel your order at any time and to withdraw any products from this website at any time and/or remove or edit any materials or content on this website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. 

Sometimes we cannot fulfil the order due to the following reasons:

  • Authorisation for your payment has been declined
  • The product you ordered is out of stock
  • Pricing and/or description is incorrect at the time of ordering
  • Customers who cannot accept any criteria set out in our terms and conditions

 All parcels are sent with an invoice inside, showing amount paid. Please contact us if you would prefer there not to be an invoice inside. 

3. Payment

The billing address must be where the payment card is registered to. We allow transactions to go through and process your payment but if our finance team informs us that any details are not correct, for security reasons, we have the right to refund the balance, and ask the customer to make payment again with the correct address details. If the customer cannot give correct details, then we have the right to cancel the order.

Payment for all orders is at point of sale and not at point of dispatch. Prices are inclusive of VAT (where applicable) and are in Pound Sterling. The total cost of your order is the price of the products ordered plus delivery. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. Payments will only be authorised if the customer can confirm the card belongs to them. We have the right to contact you and check details and refuse to process the order if we are unhappy with the security of the payment given.

4. Trade Discount and Coupon Codes

For information on trade discounts, please click here.

To use coupon codes, add the products you wish to purchase to the shopping basket. After you've selected the products, click on the Shopping Cart tab at the top of the page to take you to view the basket. When viewing the shopping basket, you will see a coupon code box, enter the code here. Then proceed to checkout.

5. Product Description

All prices are in Pounds Sterling and are inclusive of VAT.  We try our best to ensure that all details, descriptions, photographs and prices of products on our website are accurate and kept up to date. On photographs, only the product in the description is for sale and not props or products in background.

6. Pre-Order Items

If the status, on the product description, states Pre-Order, this means the item is not currently in stock but we are expecting to get this item in again and you are able to place an order for this item so it is reserved for you. Your credit card will be charged for the full amount when you place your order. We do not always have a date for when the item is due back in stock but try our best to display an estimated date where possible. Please contact us and we can give more information about the particular product you are ordering. Sometimes we are reliant on the stock levels and the information given to us by our suppliers and therefore sometimes dates given can be subject to change. You can cancel your order at any time and receive a full refund.

7. Self Assembly Products

Self assembly items can only be returned if they are in an unused condition and no attempt has been made to assemble the item. We will not accept returns for self-assembly items if they have been partially or fully assembled. If we do accept the return, after you have filled in the online returns form, once we received the item it will be fully checked and if there are any signs of the item being unpacked and attempts of assemble, we will not give a refund and it will be your responsibility to get the item shipped back to you. We can organise the item to be shipped back to you but a shipping payment will be charged.

8. Your Order - Updates, Notifications & Communication

When you order is placed you will get the following email notifications from ourselves:

1. Confirmation of Order
2. Order is Processing - we are preparing your order
3. Order Shipped

In addition to the above notifications, you will also receive emails regarding your order, if for any reason we need to contact you or update you. If you ordered an item with a Pre-Order stock status, we will send any updates by email.

All communication is primarily done by email. This is so both ourselves and our customers have full written record of communication and so that customers can answer emails, if required, at a convenient time. We cannot be held responsible if the customer has received no communication when an incorrect email address is provided. If you have not received any emails from us, please check your spam/junk email folder before contacting us.

9. Packaging

We do not dispose of any packaging material that we receive from our deliveries. All materials, including cardboard, polystyrene, plastic, paper, bubble wrap, and corregated card are all re-used to package our customer orders. This is less wasteful, more environmentally friendly but also it is more economical as it enables us to keep our costs down and in turn keep our prices competitive for our customers. As well as re-using materials, we do also purchase additional packing materials. Therefore, please be aware that some boxes and interior packaging may not look as attractive as the products that you have ordered :-)  Our suppliers are also focusing on reducing waste and many of our products do not come individually packaged. To avoid having to ship replacements, we sometimes have to add a little extra packaging than we would like to but our primary mission is for our customers to receive their order undamaged, first time. 


10. Returns and Refunds

Fill in the returns form on our website if you have received a damaged or faulty product. Customers have 7 days to report a damaged item. We will send you a replacement. 

Fill in our returns form on our website if you have changed your mind, and would like to return you item/s. Customers have 14 days from delivery to request a return. 

Please wait for confirmation from us before sending any items back. Do not send your item back to us without our confirmation as you will not be entitled to a refund. After you have filled in the returns form you will receive returns information and the correct address for you ship back to.

Click here to go to our returns form.

We will not refund for custom made items or items that we have ordered in especially for a customer.
We will not refund or exchange goods sold to trade customer. Our products are for domestic use only.
We will not refund or exchange any products, whether faulty or unwanted, that customers have made alterations to or used in anyway that the product is intended for.

Please do not select Return to Consignor with our courier unless we have given permission to return your item by this method. Any cost that we incur from this using this option will be passed on to the customer and will be deducted from any refund requested.

​We will authorise you to return the item and a refund will be given if the following criteria are met:

  • You have filled in our online returns form within 14 days of delivery
  • You have waited for authorisation to send the item back
  • We receive the item back within 14 days of us authorising the return
  • Return postage costs will be met by the customer
  • Original postage will not be refunded, only the item cost will be refunded
  • Item must arrive in original packaging and in a sellable condition. We cannot accept liability for goods lost or damaged in transit. Changing your mind policy enables you to inspect a product like you would visiting a shop. If the product has signs of use or damage we will offer no refund.
  • Product packaging is not damaged (including written on or torn).
  • Any fittings/fixtures provided are returned.


We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.

If you purchased more than one item and received our free shipping over £70 spend offer, and you return an item, resulting in your order total going below this £70 spend offer, we will deduct our standard shipping charge of £4.95 from the refund.