Terms & Conditions

Terms & Conditions

By placing any order with TheLogCompany.com & KiramiUK.com you are agreeing to accept the following terms and conditions.

PRICES, DELIVERY CHARGES AND PROMOTIONS

Prices are correct at the time of publication.

All prices are shown in GBP British Pound Sterling.

All retail prices include VAT.

TheLogCompany.com & KiramiUK.com reserves the right to change any prices at any given time.

The minimum order value for free delivery locally is £50.

Delivery charges will apply to orders outside the free delivery zone and are noted on the website. These will vary depending on quantity and location, please check directly with us prior to placing your order if you are unsure.

Promotional terms only apply in the period stated for the promotion and may be subject to availability whilst stocks last.

TheLogCompany.com & KiramiUK.com may change the terms of any promotions or withdraw them at any time without prior notice.

TheLogCompany.com & KiramiUK.com reserves the right to offer different promotions to different customers at our discretion.

Offers and discounts may only be redeemed at the time of purchase. They cannot be redeemed respectively post purchase.

PAYMENT

Goods remain the property of TheLogCompany.com & KiramiUK.com until paid for in full.

All PayPal, credit, debit card payments will be taken through our online payment provider. Your financial details are not shared directly with us.

If you wish to make a payment by personal cheque, please make cheques payable to ‘The Log Company’.

TheLogCompany.com & KiramiUK.com reserves the right to hold delivery until funds have cleared into our bank account.

If you are wishing to pay for any products or services with a value greater than £500 using a credit card, please advise us of this at the time of quoting or ordering. We reserve the right to refuse certain types of credit cards as a methods of payment. Orders must be paid for using a secure online link or online via our websites. We reserve the right to request this

DELIVERY – FREE DELIVERY AREA

Your delivery will usually be made on the day agreed when you submit your order. Whilst we make every effort to deliver your order in the agreed time we will not be liable if we fail to do so in part or in full due to circumstances outside our control. If we fail to deliver we will contact you as soon as we are able to reschedule your delivery.

You must provide a suitable daytime contact number at time of placing your order. Failure to do so may result in a delay to your delivery or delivery instructions not being fulfilled.

Delivery will be made to the delivery address that you selected when you placed the order and will usually take place between the hours of 8am to 8pm.

Delivery by TheLogCompany.com & KiramiUK.com will be conditional upon the access being free from obstructions and good roads available to the place of delivery.

Delivery of items will be to a suitable point on your property. While we endeavour to meet your delivery expectations, any movement of the goods on your property is at the driver’s discretion. The hand pallet truck or bag trolley can only be moved on smooth level surfaces (not gravel or grass).

Please let us know in advance if your property has difficult access, or issues that may prevent us from safely delivering your order, as a failed delivery will result in a charge for re-delivery.

Deliveries will not be made where the ground conditions are uneven, not suitable to unload or likely to cause damage to the vehicle or property in the vicinity.

Stacking will incur a surcharge per bag (product available online) unless otherwise agreed at time of ordering. Stacking is at the discretion of the driver and assuming the bag is able to be manoeuvred easily to the place of stacking.

Delivery to point i.e. the decanting or and carrying of logs to another point on the property will also incur a surcharge of between £10 and £20 per bag depending on the time required.

TheLogCompany.com & KiramiUK.com does not accept any responsibility for goods which are lost or stolen after they have been delivered to the agreed location or address.

TheLogCompany.com & KiramiUK.com will not accept any liability for damage to property caused during delivery.

DELIVERY – UK DELIVERY AREA – PALLETISED DISTRIBUTION

Your delivery will usually be made within 48 hours from the next working day after placing your order. Whilst TheLogCompany.com & KiramiUK.com and our distribution partners make every effort to deliver your order in the agreed time frame, we will not be liable if we fail to do so in part or in full due to circumstances outside our control.

All orders are sent on a 48 hour service on the first working day after the order is placed. This may result in the arrival date for the pallet being slightly later than that which is selected at checkout, all dependent on when the order is placed e.g. on a Friday or Saturday.

Deliveries are typically made using 18 tonne rigid curtain side lorries. Please note that you must have access for this size of vehicle. Failed deliveries due to our distribution partners not being able to access your property are the customers responsibility. We reserve the right to not refund delivery costs or any other associated delivery costs if this is the case.

If an order is cancelled after it has been despatched or refused delivery we reserve the right to deduct all delivery and return costs from the refund provided. A 20% restocking fee may also be charged.

Our distribution partner will text you with a 2 hour weekday delivery window once the order has been loaded onto the delivery vehicle at your local depot.

Timed, weekend or next day deliveries are possible but may incur additional costs which are the responsibility of the customer. Any additional costs incurred by this will be quoted prior to despatch for approval and settlement by the customer.

You must provide a suitable daytime contact number, preferably a mobile, at the time of placing your order. Failure to do so may result in a delay to your delivery or delivery instructions not being fulfilled.

Delivery will be made to the delivery address that you selected when you placed the order.

Delivery by TheLogCompany.com & KiramiUK.com and our delivery partners will be conditional upon the access being free from obstructions and good roads available to the place of delivery.

Delivery of items will be to the kerbside. While TheLogCompany.com & KiramiUK.com and our delivery partners endeavour to meet your delivery expectations, any movement of the goods on your property is at the driver’s discretion.

Please let us know in advance if your property has difficult access, or issues that may prevent us from safely delivering your order, as a failed delivery may result in a charge for re-delivery.

Deliveries will not be made where the ground conditions are uneven, not suitable to unload or likely to cause damage to the vehicle or property in the vicinity.

A stacking service is not available for palletised deliveries from our delivery partners

TheLogCompany.com & KiramiUK.com or our delivery partners do not accept any responsibility for goods which are lost or stolen after they have been delivered to the agreed location.

TheLogCompany.com & KiramiUK.com or our delivery partners will not accept any liability for damage to property caused during delivery.

For further information regarding the delivery service provided please see Palletways Customer Help Centre

COMPLAINTS PROCEDURE

If in the unlikely event you are unhappy with the quality of our products or service you have received, please email us via office@TheLogCompany.com & KiramiUK.com with detail of your issue, some photos if available and your order number. We will respond within 5 working days and try to resolve the situation. In most cases with a visit at a prearranged time to look at the product and agree a practical and fair resolution.

RETURNS, REFUNDS & AMENDMENTS

Customers have the right to cancel their order at any time before the goods are despatched or within 7 days of receiving the goods. The refund provided will exclude the cost of delivery and cost of returning the goods to us using either a courier, pallet service or collection by one of our own vehicles.

We reserve the right to charge up to a 20% restocking fee depending on circumstances

All goods must be returned undamaged, in their original packaging and in a suitable condition for resale.

This does not affect your statutory rights as a customer.

Customers are required to return the goods at their own expense. Alternatively TheLogCompany.com & KiramiUK.com can offer a collection service for which the cost of return transport will be quoted on request.

If you return or cancel your order TheLogCompany.com & KiramiUK.com will process the refund within 14 days of the goods being returned.

If you would like to cancel your order please email or write to us at the address provided on our contact page before good are despatched.

Orders can be amended by request before the goods are despatched. This is usually 1 to 2 days before delivery.

Wood fired hot tub order deposits and hire booking deposits are non-refundable.

Wood fired hot tub purchasing parties agree that the contractual price is based on an identified fixed exchange rate between GBP and EUR (called the ‘base rate’) at the time of quoting, and that if the exchange rate on the actual date of payment differs by more than 5% from the base rate, then the contract price shall be adjusted accordingly.

FORCE MAJEURE

Neither party shall be liable for any default due to any act of God, war, strikes, lock outs, accidents, fire, breakdown of plant, machinery or shortage of raw materials from a natural source of supply.

TheLogCompany.com & KiramiUK.com shall be entitled to delay or cancel delivery or reduce the amount delivered if it is prevented from or hindered in or delayed in manufacturing, obtaining or delivering products by normal routes or means of delivery through circumstances beyond its control.

MISCELLANEOUS

It is possible to collect orders from our yard – please use the click and collect option at checkout.

All products are supplied subject to availability.

Where any products are not available ‘from stock’ their lead time will be shown in the respective product description. The delivery timescale shown in the product description overrides the ‘choose an available delivery date’ function at checkout.

Where goods are ordered to an agreed delivery timescale, we reserve the right to request payment in full if delivery is postponed by more than 2 weeks at the request of the customer.

Standard logs (unless specified) are supplied to an average length of 25cm or 10 inches. The width of the log may vary and tolerances must be allowed for pieces as small as 5cm or 2 inches and as large as 20cm or 8 inches.

Moisture content is calculated as an average of multiple readings from a representative sample.

Pictures are for illustrative purposes only. Colours may vary slightly from those illustrated.

Packaging may vary from that shown.

Orders received for goods which are to be used in smoke control areas are the responsibility of the customer understanding and complying with the Clean Air Act.

Wood is a natural product so may vary in colour, shape and size.

No warranty is either given or implied on any timber product as it is a natural product and will react differently depending on usage and storage conditions.

Wood fired hot tubs and other higher value products are not available with any credit. Full cleared payment is required before delivery will be arranged to take place.

TheLogCompany.com & KiramiUK.com retains the right to accept orders and payment if stocks have temporarily expired, fulfilling the order upon stock replenishment. If an item is out of stock the customer will be contacted as to when it is expected to be back in stock and if the waiting time is viewed to be too long by either party a full refund will be given.

We may contact you from time to time with offers and other useful ordering or delivery information. This communication will be occasional i.e. typically less than twice per month, and include an ‘unsubscribe’ option if you do not wish to continue receive it.

These terms and conditions are subject to change at any time without prior notice being given.

We reserve the right to list on our website the name, logo if available and website address of commercial purchasers of our hot tubs as well as commercial hirers. Listing will only take place after the sale has completed or the hire has taken place. If you wish to be removed from this promotional activity please notify us by email and we will remove you at the earliest convenience.

Kirami Hot Tub Warranty Information. We provide a 24-month material and manufacturing guarantee for our hot tubs and tubs. The guarantee is valid when the user has read the instructions and follows them.
NOTE! The commercial products have a 6-month guarantee.

The guarantee does not cover any errors that are typical for wood. E.g. discolouration, changes in humidity, cracking and similar. Leakage caused by normal humidity is not covered.

The guarantee does not concern wear due to normal use, such as the wear, burning and twisting of grates and other inner parts of the chamber.

The guarantee does not cover damage caused by misuse.

The guarantee does not cover damage caused by freezing, because they can be avoided with correct use.

The guarantee does not cover corrosion due to the faulty use of chemicals. Especially the pH value should be appropriate and the dosages of chemicals cannot be too high. Do not use automatic chemical dispensers in the tub.

The warranty does not cover any indirect costs incurred, e.g. costs of building or disassembling the terrace.

Please see our delivery and installation guide for all current delivery and installation policies prior to ordering. It is the customers responsibility to have read and understood this document prior to ordering a wood fired hot tub.

WOOD FIRED HOT TUB HIRE – TLC STAFFED EVENTS

We no longer offer an in house staffed hire service. Only ‘dry hire’ is available.

Staffed and managed events are available exclusively by special arrangement with our live events partner www.splashandtickle.com

WOOD FIRED HOT TUB HIRE – UNSTAFFED PRIVATE & EVENT HIRE ‘DRY HIRE’

A booking deposit of 50% is required at the time of booking, with the balance payable 4 weeks before delivery. A refundable damage deposit of £250 per tub for a private hire or £500 per tub for an event/corporate booking is also required before delivery, depending on hire type. This is in addition to the cost of hire. Any misuse or abuse may result in the partial or full loss of your deposit.

Booking deposits are non-refundable.

Water level must be 5cm higher than the top burner outlet at all times whilst the burner is lit or hot

Dry logs only to be burnt – not other fuels to be used. Do not overload the burner

Floating chlorine dispenser to container no more than 1 tablet. Remove whilst bathing, return after

Hot tubs are subject to hire charges from leaving our premises to their return, unless otherwise agreed

If a return date is not agreed, when finished, one days notice must be given otherwise extra hire may be charged

The loss or theft of a hot tub is not covered by the damage deposit

If a hot tub is lost or stolen, the daily hire rate will still apply until full payment for replacing the lost/stolen tub has been received.

It is the hirers responsibility to ensure hot tub is returned in the condition it was received in

Where the return condition falls below what can be reasonably expected additional cleaning/repair charges may be incurred

No repairs are to be carried out without our permission

The hirer is responsible for daily maintenance i.e. water cleanliness/replenishment and burner maintenance

Immediate notice must be given of any breakage or damage incurred during the hire period

Any damage caused by the hirer through lack of maintenance or misuse will be charged for and must be reported

Any operator unsure of the operation of the hot tub, must not use the hot tub until instruction has been given

It is the hirers responsibility to to drain the tub of water and hose out any debris inside the tub prior to collection

The hirer must ensure hot tubs are located in an area which is secure ie no unauthorised access is possible. Heras fencing is to be used for event purposes particularly overnight.

Any debris left in the tub such as confeti, body paint or glitter may incur additional cleaning charges which will be deducted form the deposit
THE HIRER IS ADVISED TO ENSURE THAT HE IS FULLY COVERED BY INSURANCE FOR DAMAGE OR TOTAL LOSS.
IN RESPECT OF LIABILITY TO THIRD PARTIES HE IS TOTALLY RESPONSIBLE FOR ALL DAMAGE HOWEVER CAUSED.
WE WILL NOT BE LIABLE FOR ANY THIRD PARTY DAMAGE OR INJURY CAUSED WHILST OUR HOT TUBS ARE IN
YOUR CUSTODY AND CONTROL (equipment replacement value is £4,500 to £30,000)

CONSUMER FINANCE

Credit subject to status and affordability. Terms & Conditions Apply. The Log Company (Richmond) Ltd trading as The Log Company and Kirami UK is a credit broker and is Authorised and Regulated by the Financial Conduct Authority.

Credit is provided by Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC, authorised and regulated by the Financial Conduct Authority. Financial Services Register no. 704348. The register can be accessed through http://www.fca.org.uk

Please note that up to 12 months interest-free 0% finance is not regulated by the Financial Conduct Authority.

Any late or missed repayment may have serious consequences and your credit rating may be affected which could make it more difficult to obtain credit in the future.

The Log Company (Richmond) Ltd is Registered in England and Wales Company number 08751032. Registered Office: The Stables, Kirkbank Farm, Gilling West, Richmond, North Yorkshire DL10 5LJ. Our FCA registration number is 949676.

Finance is available for personal purposes in the UK and is subject to status and any qualifications in government or company policy. The Log Company (Richmond) Ltd uses PayPal as a payment method at checkout. PayPal Credit may be available as funding source option.

Our Financial Complaint Procedure

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.

We want to:

make it easy for you to tell us what went wrong;
give your complaint the attention it deserves;
resolve your complaint without delay; and
Provide you with the right outcome to your complaint

How & where to complain

If you are not satisfied with any aspect of our service or products you can tell us in the following ways:

In person – call into our office at Forcett Grange, Forcett, Richmond, North Yorkshire DL11 7SQ. We are open from 8am to 5pm Monday to Friday and 9am to 12pm Saturdays

In writing – write to us at our registered address, The Stables, Kirkbank Farm, Gilling West, Richmond, North Yorkshire DL10 5LJ

By telephone – call us on 01748 889303 during our office hours and ask for the Customer Services Department.

By email – using the email address office@thelogcompany.com

How long will it take?

We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.

Please see timeframes below:

If we are able to resolve a complaint within 3 business days, we will issue the complainant with a summary resolution letter detailing our resolution and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
For every complaint received that cannot be resolved within 3 business days, we will issue the complainant with an acknowledgement letter within 5 business days, along with a copy of our complaint’s procedure.
We will advise the complainant on each communication when they can expect to hear from us next
If after 4 weeks we are still not in a position to resolve a complaint, we will issue the complainant with a ‘4 week holding letter’ advising why we are not yet in a position to resolve the complaint.
We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum.
If we cannot resolve a complaint within 8 weeks then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service (see final response letter templates).
All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.
If a 3^rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
If a 3^rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.

If we cannot resolve your complaint

If we are unable to resolve your complaint within 8 weeks, we will:

Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.

Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk