Terms & Conditions (T&Cs)

1. Formation of Contract

(1) The presentation of products on our website does not constitute a legally binding offer, but an “invitation to treat” (a non-binding request for you to make an inquiry).

(2) Customers may submit a non-binding inquiry for a bespoke product via the website.

(3) Based on this inquiry, we will provide a personalized quote in writing (usually via email), detailing specific measurements, materials, and pricing.

(4) A binding contract is formed only when the customer accepts this quote within the specified period in writing (e.g., via email or by signing the quote) or when we confirm the order following a verbal/telephone agreement by issuing an Order Confirmation.

2. Customer Obligations & Cooperation

(1) The customer is responsible for providing all necessary information (measurements, sketches, ground conditions) accurately and on time.

(2) We are not liable for delays caused by late or incorrect information provided by the customer. Any resulting additional costs (e.g., storage fees, redesign costs) will be charged to the customer.

(3) Technical Drawings and Production Approval: Following the acceptance of the quote, the customer will receive detailed technical drawings via email. It is the customer’s responsibility to verify these for accuracy and completeness (specifically regarding dimensions and specifications). By confirming the drawings in writing, the customer grants final production approval. This approval serves as the sole binding basis for manufacture. Please note that once approval is granted, no further modifications can be accommodated as the production process commences immediately. Claims for defects resulting from errors contained within the drawings approved by the customer are excluded.

3. Prices and Payment

(1) A minimum order value of £250 applies.

(2) Prices stated in the individual quote apply. Unless otherwise stated, these are final prices including VAT at the prevailing rate, plus shipping costs.

(3) Deposit: Due to the bespoke nature of our products, we are entitled to request a deposit of 50% of the total order value upon contract formation. Production will only commence once the deposit has been received in full.

(4) The remaining balance is due at the latest upon delivery or collection, without any deduction, unless otherwise agreed in writing.

(5) Late Payment (B2B): For business customers, we reserve the right to charge interest on late payments at the rate of 8% above the Bank of England base rate, plus statutory recovery costs as per the Late Payment of Commercial Debts (Interest) Act 1998.

4. Delivery

(1) ELEO GmbH will commence the processing of an order upon receipt of the contractually agreed payment (deposit).

(2) Delivery dates and periods are only binding if confirmed by us in writing. We shall, however, endeavour to comply with non-binding delivery estimates.

(3) The production lead time depends on seasonal demand and will be communicated within the quote. Delivery times typically vary between 12–16 weeks – an optional express service of approximately 6–8 weeks is also available.

(4) If a binding delivery date cannot be met, we will inform the Buyer immediately and agree on a new date. We shall not be held liable for delivery delays caused by Force Majeure (e.g., raw material or energy shortages, natural disasters, pandemics, civil unrest, strikes, labour shortages, lack of transportation, or transport obstructions). Any claim for damages by the Buyer is excluded in such cases, except in instances of gross negligence or wilful intent.

(5) Delivery is carried out by one of our third-party logistics partners.

5. Installation

(1) The Buyer is responsible for ensuring that the goods are installed in the correct location and that any necessary planning permissions and structural engineering certificates are obtained. The Buyer shall ensure that all relevant boundary and reference points are present and clearly visible, and that all utility lines and pipes (e.g., water, gas, electricity) within the fence line have been marked on the ground and communicated to the installation team in writing.

(2) The Buyer assumes full liability for any damage to lines or pipes that were not marked and/or communicated. The Buyer shall indemnify and hold us harmless against any third-party claims resulting from interference with such lines. Any additional costs caused by the extra expenses and delays mentioned in Section 4(4) of these T&Cs shall be reimbursed by the Buyer.

(3) No warranty is provided for the installation of components onto existing buildings or structures. The assessment of whether the existing structure is suitable for installation lies entirely with the Buyer.

(4) Installation is performed by one of our installation partners. These partners will arrange an appointment in writing and carry out the installation independently.

(5) Where installation services have been agreed, the Customer is obliged to ensure that the installation site is accessible and prepared (e.g., load-bearing ground, foundations as per specifications) by the agreed date. Any additional costs resulting from site delays or unsuitable ground conditions will be invoiced separately.

6. Warranty and Product Nature

(1) Statutory rights under the Consumer Rights Act 2015 apply.

(2) Tolerances: As our products are individually handcrafted, minor variations in color, surface finish (e.g., patina on unpainted metal), weld appearance, or dimensions (tolerance of +/- 3mm) do not constitute a defect.

(3) Customer Specifications: We are not liable for defects resulting from incorrect measurements or specifications provided by the customer.

(4) Wear and Tear: Normal wear and tear, damage caused by improper installation (if not performed by us), or lack of maintenance are excluded from the warranty.

7. Exclusion of Right to Cancel (Bespoke Goods)

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel (cooling-off period) does not apply to goods made to the consumer’s specifications or which are clearly personalized. As all our products are manufactured to your individual specifications, you do not have a right to cancel once the order has been confirmed.

8. Failure to Accept Delivery

If the customer fails to accept delivery of the goods, we reserve the right to claim compensation for additional expenses (e.g., storage costs). The obligation to pay the full purchase price remains unaffected.