Terms of service
Last updated: 21 August 2026
These Terms & Conditions apply to your use of the Arbora Collection website and to purchases made from us.
Please read them carefully before placing an order.
By placing an order through our website, you agree to these Terms & Conditions. Nothing in these Terms & Conditions affects your statutory rights as a consumer.
1. About Us
This website is operated by Arbora Collection (“Arbora Collection”, “we”, “us” or “our”).
Email: sales@arboracollection.co.uk
Our online store is powered by Shopify.
2. Our Products
We take reasonable care to ensure that product descriptions, specifications, dimensions, photographs and prices are accurate.
Images are for illustrative purposes and colours or finishes may vary slightly due to lighting, screen settings or manufacturing variations.
Furniture, accessories, planting and other decorative items shown in lifestyle images are not included unless specifically stated.
Please check the product description, dimensions and specifications carefully before ordering.
3. Suitability and Installation
Before ordering, you are responsible for checking that the product is suitable for your intended location, including available space, access and the proposed installation surface.
Unless specifically stated otherwise, installation, foundations, ground preparation and electrical work are not included in the purchase price.
Products should be assembled, installed and maintained in accordance with the manufacturer's instructions.
We are not responsible for damage caused by incorrect installation, unsuitable foundations, misuse, unauthorised modifications or failure to follow product instructions where those matters caused the damage.
This does not affect your rights where the product itself is faulty.
4. Planning Permission
Any information we provide about planning permission, permitted development or installation requirements is general guidance only.
Requirements can vary depending on your property, location and circumstances.
You are responsible for checking whether planning permission, landlord or freeholder consent, building regulations approval or any other permission is required before installation.
5. Placing an Order
When you place an order, you are making an offer to purchase the products selected.
We will normally send you an order acknowledgement by email. This does not necessarily mean your order has been accepted.
A contract is formed when we confirm acceptance of your order or dispatch the goods, whichever happens first.
You must provide accurate contact, billing and delivery information when ordering.
6. Availability and Order Cancellation by Us
All products are subject to availability.
Occasionally, stock information may change before your order is processed, particularly where products are supplied or fulfilled by a third-party supplier.
We may cancel an order where reasonably necessary, including if:
- a product is unavailable;
- payment cannot be authorised;
- there has been an obvious pricing error;
- we cannot deliver to the address provided; or
- we are otherwise unable to fulfil the order.
If we cancel an order after payment has been taken, you will receive a refund.
7. Prices and Payment
Prices shown on our website include VAT where applicable.
Any delivery charges or exclusions will be shown before you place your order or explained in our Delivery & Returns Policy.
Where we advertise Free UK Delivery, geographic restrictions or exclusions may apply.
Payments are processed securely through Shopify and/or our payment providers.
8. Delivery
We deliver to eligible UK addresses, subject to any restrictions stated on our website or in our Delivery & Returns Policy.
Estimated delivery times will be provided before or after ordering as appropriate.
Pergolas and other large products may be delivered by specialist freight or pallet delivery services.
You are responsible for telling us about any significant access restrictions that could affect delivery, such as narrow roads, restricted vehicle access or gated entrances.
The exact delivery service, including any kerbside, driveway or other delivery arrangements, will be explained in our Delivery & Returns Policy once confirmed.
9. Suppliers and Delivery Partners
We may use suppliers, manufacturers, warehouses, fulfilment partners and delivery companies to fulfil your order.
Your product may therefore be dispatched directly from one of these partners.
However, your contract remains with Arbora Collection, and we remain responsible for our obligations to you as the retailer.
Our delivery or fulfilment partners may contact you directly where necessary to arrange delivery.
10. Checking Your Delivery
We recommend checking the external condition and number of packages when your order arrives.
If packaging is visibly damaged or an item appears to be missing, please make a note with the delivery provider where possible and contact us as soon as reasonably practicable.
Photographs can help us investigate delivery damage more quickly.
Not reporting an issue immediately at delivery does not automatically remove your statutory rights.
11. Cancelling an Online Order
If you are purchasing as a consumer, you will normally have the right to cancel an online order without giving a reason.
For most goods, you have 14 days from the day after you receive the goods to tell us you wish to cancel.
You must then return the goods within the period required by law.
To cancel, email:
Certain goods may be excluded from the statutory cancellation right, including items genuinely made to your specification or clearly personalised.
If an item falls within an exemption, we will make this clear before you order.
12. Change-of-Mind Returns
If you cancel after receiving the goods, please contact us before arranging a return.
Large products such as pergolas may need to be returned using a specialist carrier and to a particular warehouse or fulfilment location.
Who is responsible for the cost of a change-of-mind return, together with any required information about expected return costs for large goods, will be stated in our Delivery & Returns Policy before purchase.
You are responsible for taking reasonable care of goods while they are in your possession.
If goods have been handled beyond what would reasonably be necessary to inspect them, we may be entitled to make a lawful deduction for any reduction in value.
13. Refunds
Where you validly cancel an order, we will provide the refund required by applicable consumer law.
Where a delivery charge was paid, this will normally include the cost of our standard delivery service.
If you selected a more expensive delivery option, any additional amount above the standard delivery cost may not be refundable.
Refunds will be made within the timescales required by law.
14. Faulty, Damaged or Incorrect Goods
Goods supplied by us must be of satisfactory quality, fit for purpose and as described where required by consumer law.
If an item is faulty, damaged, incomplete or not as described, please contact:
Please include your order number and, where appropriate, photographs showing the issue.
Depending on the circumstances and your legal rights, the appropriate remedy may include repair, replacement, price reduction or refund.
Nothing in these Terms limits your statutory consumer rights.
15. Warranties
Some products may include a manufacturer's, supplier's or Arbora Collection warranty.
The applicable warranty period and any specific conditions will be stated on the relevant product page or in accompanying warranty information.
Commercial warranties are provided in addition to your statutory consumer rights.
Warranty cover may be affected where damage has been caused by incorrect installation, misuse, modification or failure to follow reasonable maintenance instructions.
16. Weather and Maintenance
Products should be used and maintained in accordance with their specific instructions and weather ratings.
Descriptions such as “weather-resistant” do not mean that a product is suitable for every possible weather condition.
You should follow any manufacturer guidance relating to wind, snow, rain, drainage, anchoring, roof position and severe weather.
Product-specific instructions and ratings take priority over general website information.
17. Events Outside Our Control
We are not responsible for delays caused by events genuinely outside our reasonable control, such as severe weather, major transport disruption or other exceptional circumstances.
Where an event materially affects your order, we will take reasonable steps to minimise the impact and keep you informed.
Your statutory rights remain unaffected.
18. Our Responsibility to You
We do not exclude or limit liability where it would be unlawful to do so.
Nothing in these Terms limits our liability for death or personal injury caused by negligence, fraud, your statutory rights relating to goods, or any other liability that cannot legally be excluded.
For consumer purchases, our products are supplied primarily for personal and domestic use. We are not normally responsible for business losses such as lost profit or business interruption arising from a consumer purchase, where permitted by law.
19. Privacy
We use your personal information in accordance with our Privacy Policy.
Information about cookies and similar technologies is available in our Cookie Policy.
20. Governing Law
These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply elsewhere in the United Kingdom.
If you live elsewhere in the UK, you retain any legal rights available to you in your part of the United Kingdom.
21. Changes to These Terms
We may update these Terms from time to time.
The Terms applying to an order will normally be those in force when your contract with us was formed.
22. Contact Us
If you have any questions about these Terms or an order, please contact:
Arbora Collection
Email: sales@arboracollection.co.uk