Warranty & Aftercare

If an item arrives damaged, a component is missing or a fault develops, contact Halvane first so we can coordinate the correct next step with the relevant brand.

What to send us

• Your order number and the product name
• A clear description of the issue and when it was first noticed
• Photographs of the product, packaging, labels and affected area
• Part numbers, serial numbers or manual references where available
• Confirmation of delivery, assembly and installation dates where relevant

Use our Contact page or email contact@halvaneliving.co.uk. Keep the packaging and do not dispose of damaged components until we confirm the next step.

Delivery damage or missing parts

Inspect packaging and goods as soon as reasonably possible. Photograph visible damage before unpacking where practical and note concerns on the delivery paperwork. Mercia product instructions provide a route for replacement missing or damaged parts, but Halvane remains your point of contact for coordinating the case.

Mercia timber care

Follow the manual supplied for the exact product. Timber buildings require preserving and waterproofing treatment as soon as possible after construction and ongoing care thereafter.

• For Woodsman Combi products, loose timber components, including glazing beads, must be treated before glazing.
• The whole Woodsman building must be fully treated before the glass is fitted.
• Continue timber treatment annually and protect fitted glazing during later treatment.
• Clear silicone is required around Woodsman glazing to make it watertight and is not supplied.

Guarantees and warranties

Coverage, duration, exclusions and the party completing a repair vary by product and component. Follow the product listing, supplied manual and written order information. We may request photographs, serial numbers, installation records or maintenance evidence before a claim can be assessed.

Any manufacturer or anti-rot guarantee is subject to its applicable conditions and required maintenance. This page does not replace product-specific terms and does not restrict your statutory rights.

Returns and authorised collections

Please contact us before returning any goods so we can issue a return authorisation and provide the correct return address or arrange collection. Do not send goods to our registered office. This process does not affect your statutory cancellation or faulty-goods rights. Read our Returns & Cancellations page before arranging transport.