We are committed to providing high-quality customer service to all our customer.
All complaints will be investigated fairly and information treated as confidential.
If you have a complaint, please contact The Real Shed Company Customer service department.This process can be completed by email or phone.
Damage & Missing Parts
All customers should check their delivery upon receipt and if there is any clear damage to the packaging, they should indicate this by writing "received damaged" on the receipt that they are asked to sign by the delivery driver. Once Unpacked any damages/or missing parts must be reported to us within 7 days of receipt. If it is claims for a damaged part then this should be accompanied by a photograph
Any quality concerns are to be reported as soon as possible and no later than 30 days from receipt of the product.They should also be accompanied by a photograph to validate the claim. If we deem that there are no quality issues but the customer still insists that we collect their item, we reserve the right to charge for the collection costs.
Each case is investigated individually, and if appropriate a replacement will be arranged.
Change of Mind
If you change you mind and refuse to accept a delivery or want to return a product after it has been delivered for any other reason (i.e change of mind), the order will be cancelled and returned to us, we will deduct return charges from any credit that we apply.
These guidelines will be applied in all cases, however where you believe there is a reason why an exception should be made we will always consider this before making a final decision. In all of the above situations the complaint will be investigated by the Customer Service Department. We will endeavour to acknowledge the complaint within one working day. We will then provide options for our solution of the complaint.
TIMBER CHARACTERISTICS / QUALITY ISSUES
Splits and cracks are to be expected in timber and they naturally appear in the grain due to changing temperatures and humidity levels. They are not a cause for concern and will not affect the strength/durability of the product.
If a particular split of crack becomes visible and is a concern simply use the " 2p Coin Test" as a guide. There is no need for concern if the coin will not fit. If the coin does fit in the split, potentially there may be an issue. In order for the customer service team to investigate this fully, it should be reported in writing together with a photograph of a 2p coin in place
2p Coin Test
Normal Splits like this are characteristics of timber and not seen as quality issues.
Knots like this are characteristics of timber and not seen as quality issues. Dead knots could be an issue and should be reported in writing together with a photograph.
Sun bleaching and green spotting are no cause for concern and they will fade over time when items are placed outdoors