Millboard UK Consumer Terms and Conditions of Sale (B2C)

Millboard UK Consumer Terms and Conditions of Sale (B2C)

GUIDANCE – PLEASE CHECK YOUR PRODUCTS PRIOR TO INSTALLATION

These are the only terms on which we supply our Millboard decking and/or cladding products (each a “Product”) to you through our website at https://www.millboard.com/en-gb.

Please read these terms carefully before you submit any order to us through our website. We may update these terms from time to time (with or without notice to you); while such changes will not apply to any existing contract between you and us they will be binding on you for any new contracts where you continue to order from us.

You can find everything you need to know about us, The Millboard Company Limited (registered in England and Wales with company number 06061318) and our Products on our website before you order.

We are under a legal duty to supply Products that are in conformity with these terms. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. You can contact us at any time in relation to your order at enquiries@millboard.com

1. The Products

1.1 Products can be purchased in the sizes detailed on our website. Certain sample sizes are provided free of charge.

1.2 The Products have not been customised or made to measure for your needs or profile.

1.3 A Product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

1.4 Any images of the Products are shown for illustration, and images may differ slightly from the Products actually delivered.

2. Order acceptance

2.1 Your order is accepted and a contract formed between you and us once payment (if applicable) is taken and you receive your confirmation email from us containing a unique order number, to the email address you have provided. If we cannot accept your order for any reason, we will let you know and payment will not be taken or shall be refunded if necessary.

2.2 You must provide us with the information we request from you to enable us to identify you, complete your order and deliver it to you. If you cannot provide this to us, we will not be able to process your order. All personal data you provide to us in connection with your order will be processed by us in accordance with our Privacy Policy and as necessary to enable us to perform our contract for the supply of goods to you.

2.3 We may sometimes reject an order for example, because the Products are unexpectedly out of stock or you are located outside of our delivery areas, as stated on our website. When this happens, we will let you know as soon as possible and refund any sums you have paid.

3. Payment

3.1 Payment for the Products must be made in full prior to delivery. Costs for the Products are listed on our website. Delivery, plus VAT and any transaction fees are charged in addition and made clear during the order process.

3.2 Our accepted payment methods (from time to time) are set out on our website. We will process the payment details you provide to us as set out in our Privacy Policy.

3.3 If the rate of VAT changes between your order date and the date we supply the Product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

4. Changing your order

If you need to change your order for goods after purchase, please contact us and we will discuss options with you. Changes may not be possible in which case you will have the option either to continue with the order as originally placed or to cancel the order in accordance with clause 6. Where changes to your order are possible, additional charges may apply.

5. Delivery

5.1 We will either post, or arrange a courier on your behalf, to deliver the Products ordered from our website to the person and address provided to us at the time of your order. You are responsible for the Products on delivery when risk passes and you must inspect them as soon as possible and let us know if there are any issues.

5.2 Delivery dates will be notified to you during the order process and we will always try to deliver the Products to you as soon as possible and in any event within 30 days of our order confirmation. All delivery times quoted are estimates only, based on availability, normal processing and delivery companies. Millboard shall not be liable for any delay in delivery of the goods however caused.

5.3 If you make a request to make changes to your order following receipt of our order confirmation as permitted under clause 4, you acknowledge that the estimated timeframe for delivery may be extended because of such request.

5.4 If you are not available to accept delivery on the relevant date, our courier will leave instructions for re-delivery or collection. If you do not arrange for re-delivery or collection, we will then attempt to contact you.

5.5 If any order does not arrive by the expected date, please contact us.

5.6 If our supply of the Product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: enquiries@millboard.com to end the contract and receive a refund for any Products you have paid for, but not received.

5.7 From time to time we may have to suspend supply of the Products to deal with technical problems or make changes.

5.8 We can cancel your order in the following circumstances:
5.8.1 you don’t make any payment to us when due; or
5.8.2 you don’t provide us with information we need to deliver the Products; or
5.8.3 we are unable to deliver the Products to you.

6. Changing your mind, cancellation and refunds

6.1 You have a legal right to change your mind about the Products and receive a refund subject to the rest of this clause. Where you wish to do this, you have 14 days from the date of delivery to tell us of your decision in writing by contacting enquiries@millboard.com.

6.2 Where you have notified us you wish to cancel the contract within 14 days of delivery, you must arrange for the Products to be returned to us to the address: Millboard, Oxford Rd, Ryton-on-Dunsmore, Coventry CV8 3EJ. You are advised to retain proof of postage in case Products are lost in transit. You may wish to track or insure higher value goods.

6.3 We will inspect the returned Products on receipt and provided the items are in a suitable condition on return, a full refund will be issued to you in accordance with clause 6.4. If the Products show evidence of unreasonable use or damage (or both), we may deduct from your refund the full price of the Products and the least expensive delivery costs for the Products. This deduction from your refund reflects the fact that we cannot re-sell damaged Products.

6.4 Refunds will be made to you via the method of payment used on purchase, within 14 days of us receiving the returned Products or, if earlier, of you providing evidence that the Products have been returned.

6.5 Only standard delivery costs are refunded; we don’t refund any extra that you may have paid for express delivery.

7. Your key legal rights if goods are not as expected

7.1 The Products must be as described, fit for purpose and of satisfactory quality.

7.2 If at any time the Products are faulty, not as described or damaged you should notify us in writing by contacting enquiries@millboard.com.

7.3 Once you have notified us of an issue with the Products, you must arrange and pay for the Products to be returned to us. You are advised to retain proof of postage in case Products are lost in transit.

7.4 Upon receipt, we will inspect the returned Products to assess if the issue has been caused by your improper use, accidental or deliberate damage or if the Products were faulty, not as described or damaged when delivered to you or have become so as a result of a hidden defect.

7.5 If we are satisfied that the reported issue has not been caused by your improper use, accidental or deliberate damage, we will – at your option, either:

7.5.1 refund the price you paid; or
7.5.2 replace the faulty Products provided replacement would not be disproportionately costly for us compared with a refund.

7.6 The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. Your legal rights entitle you to the following:

7.6.1 Up to 30 days: if the Product is faulty, then you can get a refund.
7.6.2 Up to six months: if the Product can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
7.6.3 Up to six years: if the Product does not last a reasonable length of time, you may be entitled to some money back.

7.7 Where you have requested a refund and we agree it is payable to you, this will be made via the method of payment used on purchase, within 14 days of us confirming that the Products are faulty.

8. Our liability to you

8.1 Where you cancel your order for a Product, either because it arrived faulty or not as described, or you simply wish to exercise your cancellation rights under clause 6, our maximum liability to you is to refund up to the amount that you paid in accordance with clause 6 or clause 7 (as applicable).

8.2 The Products are provided to you on a consumer basis, for individual, domestic and private use only. The Products are not for business users and we are not liable for any loss of profit, loss of business, business interruption, or loss of business opportunities that you may incur at any time.

8.3 We are not responsible for any of the following losses you may incur when using the Products:

8.3.1 losses that are not obvious or we were not aware of at the point of order;

8.3.2 losses caused by matters outside of our control; or

8.3.3 something you could have avoided by taking reasonable action.

8.4 Nothing in these terms excludes or limits our liability to you in any way that cannot be excluded or limited by applicable laws.

9. Changes

9.1 We can always change the Products to reflect changes in laws and regulatory requirements, or to make technical adjustments and improvements.

10. Resolving disputes with us

10.1 If you have a dispute with us at any time, please contact us in the first instance to enable our customer service team to try to resolve the issue(s) you have either with us or the Products.

10.2 If we are unable to resolve the issue with you after you have contacted us in this way, you can try alternative dispute resolution to allow an independent body to consider the facts of a dispute and try to resolve it out of court. You may select any approved body you wish, and a full list is available here on the Trading Standards website. The Dispute Resolution Ombudsman Limited (DROL) or Consumer Dispute Resolution Limited (CDRL) may be most aligned.

10.3 If you remain dissatisfied with the dispute to date, you may still go to Court but we request you only seek the Court’s attention after you have exhausted the above options first.

11. General Terms

11.1 These terms are between you and us. Nobody else can enforce them nor will we ask anybody else to sign-off on ending or changing them.

11.2 We may transfer our rights and obligations under these terms to a third party (such as where we undergo a corporate takeover, merger or acquisition). Where this happens, a different organisation may supply the Products to you and we will notify you.

11.3 Each of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining terms will remain in full force and effect.

11.4 If we delay in enforcing our rights under these terms at any time, this does not mean we have waived our rights to do so and we may take steps against you later, if necessary.

11.5 These terms are governed by the law of England and Wales but you can bring legal proceedings against us in any UK courts depending on where in the UK you live.

11.6 Data Protection. We act as the data controller for the personal data you provide us when you place an order. We use the information you provide us to process and fulfil your order, arrange delivery, communicate with you about your purchase, handle cancellations and returns, and comply with our legal obligations. Our legal basis for processing is to perform our contract with you. In addition, where appropriate, for our legitimate interests such as fraud prevention and improving our services. We share your personal data with trusted third‑party service providers such as delivery partners and payment processors to supply the Products to you. Where we use third parties, they act under contract and may only process your personal data under our written instruction. We require them to implement appropriate security measures. Where we transfer your personal data outside the UK, we do so in accordance with UK data protection law. For full details of how we handle your personal data and your rights under data protection law, please see our Privacy Policy at: https://www.millboard.com/en-gb/privacy-policy .

B2C Terms Feb 2026