1. Product Images, Descriptions and Prices

Often here at Hilltop, our designs are being improved and adapted to produce better and more reliable products, therefore some small adaptation of details may occur and slight variations to images shown on our web site.

Photos on our website act as a guide only and product materials may vary in colour and characteristics due to their natural nature.

We strive to update our website information with the most recent items and builds, and will do our best to inform customers of any changes. But we ask that with each purchase the customer take reasonable steps to ensure the product is suitable for the purpose intended and meets the needs of requirement for your set up.

All products are made to order unless marked as (in-stock) on our website, and are offered subject to availability with a lead time depending on our current workload.

Lead times are given as a guide only, and due to circumstances out of our control these may vary and agreed delivery dates may change. Customers will be kept informed of any adaptation to delivery and construction / manufacturing times.

Prices on our website do not include shipping or delivery charges unless specifically stated with the product details.

2. Incorrect Information Provided By The Customer

We are not responsible for any additional costs incurred by incorrect information provided by customers.

It is important that product details are confirmed with clarity, and any bespoke adaptations are clarified within writing prior to products being constructed. All delivery details must be confirmed prior to entering the production line.

Our team go to great effort to ensure orders and bespoke builds are completed to the details provided by customers, if information is not received with clarity we do not take financial responsibility for the adaptation to any builds, which then may incur additional costs.

Any adaptation / change of information or requirements to orders may incur additional charges to cover labour and materials on any work having to be completed outside of the agreed order.

3. Payment Methods

Hilltop do not at this time offer an on-line shop or card payment facility, therefore all payments made are via BACS in GPB (Britrish Pounds Sterling).

All payment details are listed on product invoices.

Deposit payment stated on the customer invoice is required prior to any builds entering the production line and diary dates being secured.

4. Delivery Methods

Currently we are working on efficient and more environmentally friendly ways to deliver our units. Due to the size of our products, for a short period we will deliver our builds and orders to their desired destination and also offer a ground-works and install service for installation.

We are currently looking into the ability of UK wide pallet curbside delivery. Feel free to contact us with your delivery queries and questions.

5.Refund / Cancellation Of Order

Here at Hilltop we do not generally hold stock, and the higher majority of items are made to order unless stated on our website.

Each product order requires a 50% non refundable booking deposit to enter the production line, with remainder of payment prior to delivery.

Cancellations of orders can be made at any time but unfortunately deposits will not be refunded.

Bespoke commissions or large volume orders may require up to 100% non refundable payment, due to the nature of not being able to sell these products to other customers.

6. Warranty & Faulty Products

We at Hilltop warrant that each of our products supplied from our workshop builds will be of satisfactory quality for a 12 month period.

Some products sold via ourselves from other manufacturers may carry a different warranty period, please feel free to get in touch with regards to individual items we sell.

Damage or faults caused by neglect or in-proper use of our products are not covered by our warranty, and faults that occur will be examined to asses the cause of such damage.

7. Returns

With occurrences out of our control, sometimes an item will arrive faulty or damaged, or you will possibly change your mind. Here’s what you need to know with regards to our returns policy.

Purchases that are Faulty or Damaged on Arrival

If you believe you have received an item that is faulty or damaged, please phone or email us as soon as possible (within 24 hours following the delivery) and we will take relevant action to address the problem to your satisfaction. In the case of damaged goods, please photograph and email us pictures of the damage prior to contacting ourselves via phone.

Returning Items Where You Have Changed Your Mind

In the first instance, please contact us by email or phone. Do not return items without a returns reference as they may not be accepted by our warehouse. Due to the sanitary nature of many of the products we sell, anything that has been opened, appears used, or has been installed (successfully or not) cannot be returned for a refund. 
Due to our products being bespoke to each order with colour preferences, door hinged location and also door stain colours items can not easily be sold on. Therefore a 50% restocking fee is deducted from each refund on returned goods due to the difficulty incurred to resell the bespoke items.

Important Notes:

– You should contact us with your returns request no later than 5 days from the date of delivery
– The returns reference must be clearly stated on the parcel
– The goods are your responsibility and are returned at your risk and expense until such time as they arrive at our warehouse. Loss or damage in transit is your responsibility
– All packaging and accessories (if applicable) should be intact and as originally sent out
– Our warehouse will photograph the goods upon arrival and determine whether they are suitable to go back into stock for resale. Goods not deemed suitable for resale may not be eligible for a refund
– The refund will cover 50% of the price paid for the goods only. We do not refund the shipping charges (either the outbound charges originally paid or the cost of returning the item to us, unless said item is faulty)
– Once we’ve received the goods back and inspected them, we’ll confirm their receipt by email and will process the refund
– Refunds are usually made within two / four week period after receipt but may take some time to appear on your card balance