Customer Places An Order.
Radnor Oak has received an order from you. Our sales team will check the order details with you and then pass the information to our production team to process your order.
Sale Pack & Deposit.
If the order is accepted by us, a Sale Pack is prepared to include a Product Purchase Agreement (which incorporates our standard terms and conditions and can be seen by clicking here), a Sales Order Confirmation, a copy of the relevant quotation for your project, a deposit invoice and a copy of ‘Our Production Process’. The Sale Pack will be emailed and posted to you. We kindly require you to sign and return one completed copy of the ‘Product Purchase Agreement’ and the ‘Sales Order Confirmation’ (either in the self-addressed envelope provided or by scanning). However, by paying the deposit you are confirming that you have read and agree to our terms and conditions.
If, for any reason, your order cannot be accepted by us we shall contact you so we can discuss what changes to it need to be made.
Signed Documents & Deposit.
On receipt of your cleared deposit payment (please note that deposit payments are non-refundable) and confirmation that you agree to our standard terms and conditions, your project will become ’live’. Please note that even after confirming your acceptance of the terms and conditions on the telephone, we still need your signed Product Purchase Agreement and signed ‘Sales Order Confirmation’ to be returned to us. We cannot complete the working drawings without them.
Now that your project is ‘live’, our design team will commence the preparation of your working drawings. The drawings will be based upon the details shown on your signed Sales Order Confirmation and the relevant quotation. Working drawings may take up to 10 working days from receipt of the signed Project Purchase Agreement and Sales Order Confirmation to produce depending on the type of project and our design teams work load. Your working drawings will be emailed to you for your approval as soon as possible.
If you should identify any items on your drawings which are not as per the details shown on your ‘Sales Order Confirmation’ and quotation please advise us as soon as possible so that we can rectify them.
Notes: Any revisions to your signed ‘Sales Order Confirmation’ may result in revisions to the working drawings being necessary. We may, at our discretion, need to charge for such additional work depending on the type of revision requested. In such instances an estimate of additional costs will be forwarded for your approval prior to undertaking any such revisions to working drawings.
If revisions are requested, a new quotation and signed ‘Sales Order Confirmation’ may be necessary in order to clarify any additional products ordered or for design revisions. In this instance the process will begin again and delays will be inevitable.
Approval Of Working Drawings.
Once you have received your emailed working drawings, please check them carefully. If you are happy that they meet your requirements and are in accordance with your signed ‘Sales Order Confirmation’, we then require your written approval.
You can approve your working drawings by email by forwarding the full set of drawings along with the following message to one of our team:
Dear Radnor Oak Ltd,
I have checked the working drawings for my project and can confirm that the details are to my requirements. Please therefore proceed to manufacturing as per the drawings attached to this email.
If preferred you can post a signed copy of each drawing to our office.
It is really important that we receive your approval of the drawings as soon as possible. Please note that any delays in receiving your approval of the working drawings will cause delays in the production process and delivery of your products.
Drawings Pack & Second Instalment Invoice
Once we have received your written approval of the working drawings a drawing pack is emailed and posted to you which includes a full set of drawings in A3 scale, the second instalment invoice and our ’Information Guide’.
When we have received your second instalment payment in cleared funds, your project will be included in our workshop schedules (please note that the second instalment payment is non-refundable). At this stage we will advise you of an anticipated workshop completion date. The delivery date will be confirmed on receipt of the third instalment payment in cleared funds (see Stage 9).
A structural report relevant to your project will be posted to you if required.
Your principal oak frame will be traditionally jointed, pre-drilled and the joints labelled in accordance with your approved working drawings. Your frame will be ‘dry fitted’ on our laser levelled workshop floor and checked thoroughly prior to being packed ready for delivery.
If applicable, your joinery items will be machined from kiln dried joinery grade softwood or oak (whichever you have ordered).
As soon as your products have been completed in our workshops they are packed and banded ready for loading. Joinery items are palletised and shrink wrapped.
Ancillary timber items such as treated softwood rafters, wall studs, weatherboarding etc. will be packed in accordance with the stock list provided.
In the unlikely event of any unforeseen delays in the manufacturing process you will be informed of a revised estimated workshop completion date.
Notification Of Completion & Third Instalment Invoice.
A letter advising that your products are ready for delivery and the third instalment invoice will be emailed and posted to you (please note that the final payment is non-refundable).
Once we have received your third instalment payment in cleared funds we will call you to arrange a delivery date which suits you and our transport company.
Your products will be stored undercover for 21 days free of charge after the final invoice has been emailed to you. Transport companies generally require a minimum of 5 working days to arrange delivery of your products. In order for delivery to be made within 21 days and to avoid storage costs, please ensure that the third instalment payment is settled ‘on presentation’.
Deliveries are made Tuesday to Friday between 8am and 10am subject to the transport company’s schedule and traffic conditions. Please ensure access is suitable for a large lorry.
Please note that in order for us to remain efficient and to deliver your goods on time all invoices are due ‘on presentation’. Electronic payment by bank transfer is preferred, however, we also accept cheques and card payment. Credit cards incur a fee of 3% of the total transaction.
We unfortunately don’t accept payment by certain credit cards such as American Express.
Electronic bank transfer, debit card and cheque payments do not incur any charges.
All payments made are subject to our standard terms and conditions which you can review here.
We hope that this information is helpful with the planning of your project. Please feel free to call us on 01544 260727 should you have any questions or queries.