Terms of service

Terms & Conditions

1. Introduction and Definitions

These Terms and Conditions ("Terms"), together with our Privacy Policy and Returns & Refunds Policy, govern your use of this website and any purchase made through it.

The following terminology applies: "Customer," "Client," "You," and "Your" refer to you, the person or business accessing this website or placing an order. "The Company," "Ventura Builds," "We," "Us," and "Our" refer to Ventura Builds [Ltd, company number to be inserted], registered office at [registered office address to be inserted]. "Consumer" means an individual buying wholly or mainly outside the course of any trade, business, craft, or profession. "Trade Customer" means a business, contractor, developer, or individual buying for trade or business purposes, including through a Ventura Builds trade account. "Party" or "Parties" refers to either or both of the Customer and the Company.

By accessing this website and/or placing an order, you agree to be bound by these Terms. Your statutory rights as a consumer are not affected by anything in these Terms.

2. Products, Pricing, and Descriptions

We make every effort to display our products, colours, and finishes as accurately as possible. However, natural materials such as timber, stone, and tile can vary in grain, tone, and texture between batches, and colours may also appear differently depending on your screen. This is a natural characteristic of the materials we sell, not a fault. Where exact colour or finish matching matters to your project, we recommend ordering a free sample before placing a full order (see our Sample Policy below).

Prices are shown in the currency stated at checkout and are correct at the time of publication, but occasionally an error may occur. If we discover a pricing error on an order you've placed, we'll contact you before proceeding, and you'll be free to confirm the order at the correct price or cancel it entirely, with a full refund.

3. Orders and Payment

We accept payment by all major credit/debit cards, BACS transfer, and, for approved trade accounts, invoiced credit terms agreed in advance. Goods remain the property of Ventura Builds until paid for in full.

Trade account late payment: for trade accounts with agreed credit terms, overdue balances may be subject to statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998, currently 8% per annum above the Bank of England base rate, plus any fixed compensation recoverable under that Act. This applies to business-to-business transactions only and does not apply to consumer purchases.

Returned or failed payments (e.g. a bounced cheque or failed direct debit) may incur a £25 administrative charge to cover banking costs.

4. Free Sample Policy

We're proud to offer a free sampling service so you can confirm colour, finish, and suitability before committing to a full order. Samples can be requested via the "Order a Sample" button on any eligible product page by emailing us at customerservices@venturabuilds.com, or directly through your account handler if you hold a trade account.

Samples themselves are provided free of charge; however, you may be required to cover the cost of shipping, which will be shown clearly before you confirm your sample request.

Because this service carries a real cost to us, sample requests are subject to a few conditions:

1. Requests should relate to a genuine project. We're glad to help homeowners, contractors, and developers alike, but the service isn't intended for general browsing.

2. You'll need to provide accurate contact details, including a valid email address; incomplete requests may not be processed.

3. We may follow up on a sample request to better understand your project and provide the right advice. This also helps us prevent misuse of the service.

4. We reserve the right to decline any sample request at our discretion, including where we reasonably suspect abuse of the service.

Samples are not eligible for return or refund, including any shipping costs paid.

5. Delivery

Delivery timescales shown at checkout are estimates and may vary depending on product availability and destination. For consumer orders, risk in the goods passes to you once they're delivered to your address; for trade account and business orders, risk may pass on dispatch, as agreed in your account terms. Please inspect your delivery on arrival. Full detail on damaged, defective, or incorrect deliveries is set out in our Returns & Refunds Policy.

6. Click & Collect

Orders placed for collection must be collected within 14 days of purchase. If not collected within this period, your order will be returned to stock and a re-stocking fee of up to 30% may be charged to cover storage and administrative costs. If you need more time, contact us before the collection deadline and we'll do what we can to help.

7. Cancelling an Order

If you'd simply like to cancel a standard order before it's dispatched, contact us as soon as possible and we'll do our best to stop it before it ships. Once dispatched, cancellations are handled under our Returns & Refunds Policy, including your 14-day statutory right to cancel for consumer purchases.

For made-to-order, bespoke, or cut-to-size items where production or cutting has already begun, cancellation may not be possible once work is underway, since these items are made specifically to your order and generally fall outside the standard right to cancel under UK consumer law. We'll always confirm this with you clearly before starting work on a bespoke order.

8. Returns and Refunds

Full details of our returns process, your statutory cooling-off rights, exceptions for made-to-order and hazardous items, and our international returns process are set out in our separate Returns & Refunds Policy, which forms part of these Terms.

9. International Shipments

Shipments to destinations outside the UK, including into the EU, may be subject to customs duties, import VAT, or other charges applied by the destination country. These charges are outside our control and are not included in the price you pay us; you're responsible for any such charges applied on arrival. We recommend checking with your local customs authority before ordering if you're unsure.

10. Liability

To the fullest extent permitted by law, this website and its contents are provided on an "as is" basis, and we exclude all warranties relating to the website not expressly stated in these Terms. We are not liable for indirect or consequential losses (such as loss of business, profit, or data) arising from your use of this website, except where such loss arises from our negligence causing death or personal injury, from fraud, or where liability cannot lawfully be excluded, including your rights under the Consumer Rights Act 2015 and the Consumer Protection Act 1987. Nothing in these Terms excludes or limits your statutory rights as a consumer.

11. Intellectual Property

All content on this website, including text, product descriptions, images, and branding, is owned by or licensed to Ventura Builds and is protected by copyright and other intellectual property laws. You may not reproduce, redistribute, or republish any part of this site without our express written consent.

12. Data Protection

We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. We will not sell or share your personal information with third parties for their own marketing purposes, and we only use your data in connection with providing our products and services to you, as set out in full in our Privacy Policy.

We will only send you marketing emails where you've given consent, or where you're an existing customer and we're contacting you about similar products, in line with the Privacy and Electronic Communications Regulations (PECR), and you can opt out of marketing communications at any time. You have the right to request a copy of the personal data we hold about you; see our Privacy Policy for how to do this.

13. Availability

We primarily serve customers in the United Kingdom and the European Union, and may accept orders from other regions subject to these Terms, including the international shipping and returns provisions above. We don't guarantee that this website will be uninterrupted or error-free, though we take reasonable steps to keep it running smoothly.

14. Force Majeure

Neither party will be liable for any failure to perform its obligations where that failure results from causes beyond its reasonable control, including acts of God, war, civil unrest, pandemic or epidemic, industrial action, or significant supply chain disruption. The affected party will notify the other as soon as reasonably possible and take reasonable steps to minimise the impact.

15. Complaints and Dispute Resolution

If you have a complaint, please contact us first at customerservices@venturabuilds.com so we can try to resolve it directly. If we're unable to resolve a consumer complaint between us, you may be able to refer the matter to an approved alternative dispute resolution provider, or seek advice from Citizens Advice or Trading Standards.

16. Governing Law

These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. If you're a consumer resident in the EU, this does not remove any mandatory consumer protections you're entitled to under the law of your own country.

17. General

If any provision of these Terms is found to be invalid or unenforceable, that provision will be removed and the remaining Terms will continue in full effect. Our failure to enforce any provision of these Terms does not waive our right to do so later. We may update these Terms from time to time; continued use of this website after changes are posted constitutes acceptance of the updated Terms.

18. Contact Us

Ventura Builds
42 Downs Way, Ashford TN27 0LF, United Kingdom
customerservices@venturabuilds.com
Company registration number:
VAT registration number: