Last updated: 29 October 2026
These terms explain how Guilty Living supplies products and agreed installation services through guiltyoutdoorliving.co.uk and by quotation. Please read and save a copy before ordering. They apply to consumer purchases; tell us before ordering if you are buying wholly or mainly for business purposes so that any separate business terms can be agreed.
Nothing in these terms removes or limits your statutory consumer rights.
1. About us and how to contact us
Guilty Living is the trading name of GUILTY LIVING LTD, registered in England and Wales under company number 15699837. Our registered office and correspondence address is 16 Tunstead Crescent, Bacup, Lancashire, OL13 0RZ.
Email [email protected], telephone 0161 669 1582, or use our contact page. Include your order number when contacting us about an order. Please contact us before sending goods back so that we can identify the correct return destination; this does not make permission a condition of exercising your legal cancellation rights.
2. Products, specifications and photographs
We supply outdoor living products including pergolas, garden structures, furniture, paving, timber, balustrades and accessories. The product description, selected options and any specification expressly agreed with you form part of your order. Check sizes, quantities, finishes, compatibility and intended use before ordering, and ask us about anything unclear.
Photographs help illustrate the product and may show optional accessories, landscaping or furnishings that are not included unless stated. Some photographs are enhanced illustrations. Screen colours can differ from the physical finish. Timber and stone can have natural variations in grain, tone and texture, but goods must still match their description and any agreed sample or specification. These points do not excuse defects or materially misleading images.
3. Quotations, orders and payment
A request for a quotation does not commit you to buy. A quotation will identify the proposed products, agreed services, payment stages and any stated validity period. Please check the information carefully and tell us about errors before accepting.
Placing an online order is an offer to buy. An automated acknowledgement confirms receipt of the order; acceptance takes place when we expressly confirm acceptance or dispatch the goods, whichever occurs first. We will provide confirmation in a form you can keep. If we cannot accept an order, we will explain and refund any payment taken for it.
The total payable, including applicable taxes and any delivery or installation charges, will be disclosed before you commit to the order. Payment dates and any deposit or balance arrangements must be stated at checkout or in your agreed quotation. We will not add optional services or increase an agreed price without your consent. If a pricing error is identified before acceptance, we will ask whether you wish to proceed at the correct price or receive a refund.
4. Made-to-order and bespoke products
For a bespoke order, we will agree the specification and any drawings or measurements before manufacture. Where you supply measurements, please check them carefully; where we agree to measure, we remain responsible for carrying out that service with reasonable care and skill. Changes after approval depend on what can reasonably be altered and any additional price must be agreed first.
The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. A standard product is not automatically exempt simply because it is ordered from a supplier or described as made to order. We will identify an applicable exemption before the contract is made. Your rights concerning faulty, misdescribed or unsuitable goods remain.
5. Delivery, access and delays
The delivery area, service, charges and expected lead time for your order will be explained before acceptance. Free delivery applies where advertised for the selected product and location; any disclosed remote-area or special-service charge forms part of the agreed total. See our Delivery and Installation page for service information, subject to these terms and your statutory rights.
Unless a different period is agreed, we will deliver within 30 days of the contract. If a delay occurs, we will contact you. You retain your legal rights to set an appropriate further deadline or end the contract where the law permits, including where an essential agreed delivery deadline is missed.
Tell us about restricted access, unloading requirements, steps and other relevant site conditions before we arrange delivery. Leave-at-address arrangements must be expressly agreed. If a delivery fails because you did not provide access as agreed, we may seek reasonable additional costs that directly result, after explaining them. No charge applies merely because you exercise a statutory cancellation right.
Goods remain at our risk until you, or a person you nominate, physically receives them, subject to the legal exception where you independently appoint a carrier we did not offer. Ownership passes when the goods have been paid for in full. Please inspect deliveries promptly and let us know about damage or missing parts as soon as reasonably possible. A request to report damage within 48 hours does not remove your rights if a problem is reported later.
6. Installation and site preparation
Installation is included only where expressly stated in the order or quotation. We will agree the scope, proposed timing, site preparation and responsibilities for bases, groundworks, drainage, power and waste before work starts. Requirements depend on the product and location.
Please provide accurate site information, safe access and agreed facilities. Obtain necessary permissions or consents unless arranging them is expressly included in our service. We will perform our work with reasonable care and skill and remain responsible for damage caused by our failure to do so. Clearing or protecting possessions does not remove that responsibility.
If we encounter unsafe conditions or unforeseen work outside the agreed scope, we will explain the issue and discuss the options. Additional work and charges require your agreement before proceeding. We may pause unsafe work while a solution is arranged. Any reasonable wasted-visit charge arising from your failure to meet an agreed preparation requirement must reflect the actual resulting cost and steps taken to reduce it.
7. Cancelling a standard goods order
For an eligible online, telephone or other distance purchase, you can cancel without giving a reason from ordering until 14 days after the day you, or your nominated recipient, receives the goods. Where goods in one order arrive separately, the period generally runs from receipt of the last item. Section 4 explains the bespoke-goods exception.
Tell us clearly that you wish to cancel by email, post or through our contact page before the period expires. You may use the form below, but do not have to. Send the goods back within 14 days after notifying us, unless we arrange collection.
You are responsible for direct change-of-mind return costs only where we informed you before the contract. For goods that cannot normally be returned by post, we must also have disclosed the return cost or a reasonable estimate beforehand. Otherwise we bear those return costs. Contact us to discuss safe return or collection of bulky products. Faulty-goods return costs are dealt with in section 10.
You may inspect goods as you would in a shop. If handling goes beyond what is necessary to establish their nature, characteristics and functioning and reduces their value, a lawful deduction may apply. We do not impose a blanket restocking fee for statutory cancellations. Keep packaging where reasonably possible to protect goods in transit; original packaging is not an absolute condition of your cancellation right.
8. Cancellation refunds
For a valid cancellation, we refund the amount due using the original payment method unless you expressly agree otherwise, without a refund fee. When you cancel the whole goods order, this includes the least expensive standard delivery option we offered; the extra cost of an upgraded delivery service need not be refunded.
Refunds are made without undue delay and within the applicable legal deadline. For returned goods, we may withhold reimbursement until we receive them or evidence that they have been sent back, whichever is earlier, unless we offered collection. We then refund within 14 days. If no goods were supplied, or we offered collection, the normal deadline is 14 days after being informed of cancellation.
9. Cancelling services, deposits and other orders
Where a service contract qualifies for a distance or off-premises cooling-off period, you normally have 14 days after the contract is made to cancel. If you want work to start during that period, we will obtain the express request and information required by law. Cancelling after a valid request to begin early may require payment for the proportion of services properly supplied. The service cancellation right is lost on full performance only where the required prior consent and acknowledgement were obtained. Purchasing a service alone does not waive these rights.
For cancellation outside a statutory right, including a genuine bespoke order, contact us promptly. Any sum we are entitled to retain or charge must be fair and reflect loss directly caused by cancellation, taking account of costs saved and reasonable efforts to reduce loss. Deposits are not automatically forfeited, and we will explain any proposed deduction. This does not limit your rights if we breach the contract.
10. Faulty goods and problems with services
We are responsible for supplying goods of satisfactory quality, fit for an agreed purpose and matching their description. Consumers normally have a 30-day short-term right to reject non-conforming goods, subject to the applicable legal rules. After that, repair or replacement and, in appropriate circumstances, a price reduction or final rejection may be available. Services must be provided with reasonable care and skill; remedies can include repeat performance or a price reduction.
Contact us with your order details and a description of the problem. Photographs can help, but we will not insist on evidence that is unreasonable to obtain. We will arrange an appropriate remedy and bear reasonable necessary return or collection costs for faulty or misdescribed goods. Do not dismantle an installed structure or attempt an unsafe repair; contact us to agree an appropriate inspection or remedy.
11. Guarantees and product care
Any manufacturer’s or additional guarantee applies on its stated terms and is separate from your rights against us. Its expiry does not by itself end those rights. Follow the supplied installation, operating and care guidance, including weather limits, roof or screen operation and maintenance. We are not responsible for damage caused solely by misuse or normal wear, but a guarantee condition cannot remove statutory remedies for an underlying defect.
12. Our responsibility to you
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded. We remain responsible for our agreed obligations when using subcontractors or arranging supplier delivery.
If an event outside our reasonable control affects performance, we will tell you and take reasonable steps to reduce its effect. This does not permit us to retain payment for goods or services we do not supply or remove your statutory rights concerning delay or cancellation.
13. Website use and privacy
Use the website lawfully and do not interfere with its operation or misuse another person’s account. Website material belongs to us or the relevant rights holder; permission is needed for commercial reuse unless the law allows it. Keep account credentials secure and report suspected unauthorised use.
Our Privacy Policy explains how personal information is handled. Links to third-party websites are provided for information; they do not replace the product specification or terms agreed with us.
14. Complaints and resolving disputes
Please contact [email protected] with your order number, the issue and the outcome you seek. We will investigate and respond within a reasonable time. If we cannot resolve a consumer complaint, we will provide information about an appropriate certified alternative dispute resolution provider and explain whether we will participate, as required by law. You can also seek independent consumer advice or use the courts.
These terms are governed by the law of England and Wales, without depriving a consumer of mandatory protection available where they live. Consumers may bring proceedings in the courts available to them under applicable law, including the courts of Scotland or Northern Ireland where relevant.
15. Changes to these terms
We may update these terms for future orders. The version supplied or made available when your contract was formed applies to that order unless you expressly agree a change or the law requires one. If a provision is unenforceable, the remaining provisions continue so far as legally possible.
16. Optional cancellation form
Complete and send this only if you wish to cancel a contract for which a cancellation right applies. You can instead send any clear statement of cancellation.
Send to: GUILTY LIVING LTD, 16 Tunstead Crescent, Bacup, Lancashire, OL13 0RZ; [email protected].
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods/for the supply of the following service:
- Details of goods or service: ____________________
- Date the order was placed / date goods were received: ____________________
- Customer name(s): ____________________
- Customer address: ____________________
- Order reference, if available: ____________________
- Signature, for a paper form only: ____________________
- Date of this notice: ____________________
Delete wording that does not apply. An order reference helps us locate your purchase but is not a condition of a valid cancellation.