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Guarantee and Returns Questions


Q. What sort of guarantee do you offer?

A. We offer a structural guarantee of 5 years, and 2 years guarantee on all our doors & windows. This is providing the cabin has been correctly constructed and has preserved immediately after build and coated regularly thereafter.


Q. What is the returns policy?

A. You may return any delivered products you have purchased within 7 working days of delivery for any reason (including if you simply change your mind). To do so, you must notify us in writing via email or post within 7 working days of delivery.

If you are returning a product for any reason, except damage or manufacturer defect, you must pay the costs of returning the products to us or our suppliers. On request, we will collect the products from you, but the cost of this will be charged to you and we may deduct this from the refund.

Additionally, if the product delivered to you is not what you ordered (including an unapproved substitute product), does not correspond with its description, the product delivered is not of satisfactory quality or the product arrives damaged or faulty, we may replace the item or affected parts. You will not be charged for the cost of returning an unapproved substitute or defective product.

If a product arrives in a damaged condition, you must make a note on the carrier's delivery consignment note, where possible, and inform us within 7 working days of the delivery. If the product becomes defective soon after 7 working days have passed, Logspan will, at our discretion, repair the product, replace the product or refund you. You will not be charged for the cost of returning a defective product.

We will not accept returns or cancellations if the products have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own.

While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered. If products were delivered flat packed, they must be returned in the same way. Every effort must be taken to ensure that the return product(s) are packed well to avoid damage or loss of parts in transit. Products returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in the refund given.


Q. I think I may have a missing part, who do I contact?

A. We have a fully trained Customer Care team available to assess whether in fact any parts are missing or whether this may be a misinterpretation of the parts received. In the event that a part(s) may be missing, then this team will process an urgent order for you. (Variations do apply, and in the event of any delays we cannot be held liable. Call our Customer Care Team by simply phoning 01389 734572 or e-mail them at [email protected].)


Q. My building has been damaged can I purchase replacement parts?

Yes most parts can be purchased from us.


Q. What is the life expectancy of my log cabin home?

A. The life expectancy of your log home is many generations, with the proper design, sufficient roof overhang, proper foundations and right maintenance.