Policies

Manor & Meadow Privacy Policy

Trust sits at the heart of every relationship we build, and that begins with how we care for your personal information. This Privacy Policy explains what information we collect, why we collect it, who we share it with, and the rights you have over it. It applies to our website, www.manorandmeadow.co.uk, and to orders, enquiries and bookings made with us by phone, email or invoice.

1. Who We Are
Manor & Meadow is a trading name of Digital Armoury Designs Ltd, registered in England and Wales (company number 14788028), with its registered office at McCarthy Road, Shepshed, Loughborough, LE12 9LP.

We are the "controller" of your personal information, which means we decide how and why it is used. In this policy, "we", "us" and "our" refer to Manor & Meadow.

2. The Information We Collect
Depending on how you interact with us, we may collect:

• Contact details: your name, email address, phone number, and delivery and billing addresses.
• Order details: the products and options you choose, including builds created with our product configurator, along with quotes, invoices and deposit records.
• Payment information: card payments are processed securely by Shopify Payments, and we never see or store your full card details. If you pay by bank transfer, we receive the payment details shown on your bank transfer.
• Booking and enquiry details: information you provide when booking a call or site visit, or when you contact us, including the details of any configured build you share with us.
• Site visit information: notes, measurements and photographs of your garden, base and access route, gathered to confirm that your chosen product can be delivered and positioned safely.
• Communications: emails, messages and notes from phone calls between you and us.
• Marketing preferences: whether you have chosen to hear from us.
• Usage information: your IP address, browser and device type, pages visited and the website that referred you, collected through cookies in line with your choices. Please see our Cookies Policy for more.

3. How We Use Your Information
We only use your personal information where the law allows us to. We use it to:

• process your order, take payments and deposits, and arrange delivery, including site visits (to perform our contract with you, or to take steps at your request before entering into one)
• keep you updated about your order and respond to your questions and requests (to perform our contract with you)
• handle cancellations, returns, refunds and faulty-goods claims (to perform our contract with you, and to meet our legal obligations)
• keep accounting and tax records (to meet our legal obligations)
• improve our website, products and service, and keep our website secure (our legitimate interests in running and improving our business)
• send you news, offers and inspiration by email (your consent, or, where you have bought from us before, our legitimate interest in telling you about similar products, unless you have opted out)
• set non-essential cookies (your consent)

We do not make decisions about you using solely automated processes.

4. Marketing
We send our marketing emails ourselves, and only to people who have chosen to hear from us or who have bought from us before. You can unsubscribe at any time using the link in any of our emails, or by contacting us. We will never sell your information to anyone for their own marketing.

5. Who We Share Your Information With
We do not sell, trade or rent your personal information. We only share it with trusted parties who help us run our business, and only as much as they need:

• Shopify: our website and e-commerce platform, which hosts our online shop and customer records.
• Shopify Payments: which processes card payments securely on our behalf.
• Calendly: which manages bookings for calls and appointments made through our website.
• Delivery partners: including Royal Mail and specialist delivery companies, who need your name, address and contact details to deliver your order.
• Our suppliers: where a supplier needs your delivery details to fulfil or deliver your order.
• Our bank and professional advisers: such as our accountants, where needed to process payments and run our business.
• Authorities: where we are required to by law, such as HMRC.

Each of these parties must keep your information secure and use it only for the purposes we have agreed, or in line with their own privacy policies where they act independently.

6. International Transfers
Some of the services we use, such as Shopify and Calendly, and some of our suppliers, may store or process your information outside the UK. Where this happens, we make sure appropriate safeguards are in place, such as UK adequacy regulations or the UK International Data Transfer Agreement or Addendum, so that your information is protected to the standard required by UK law.

7. How Long We Keep Your Information
We keep your information only for as long as we need it:

• Orders, invoices and payment records: six years from the end of the financial year in which the order was completed, as required for tax and accounting purposes.
• Enquiries, bookings and site visits that do not lead to an order: up to two years from our last contact with you.
• Marketing preferences: until you unsubscribe, after which we keep a record of your email address only so that we do not contact you again.
• Cookie information: for the periods set out in our Cookies Policy.

8. Keeping Your Information Safe
We take appropriate technical and organisational measures to protect your personal information from loss, misuse, and unauthorised access, alteration or disclosure. Access is limited to those who need it to serve you.

9. Your Rights
Under UK data protection law, you have the right to:

• ask for a copy of the personal information we hold about you
• ask us to correct information that is inaccurate or incomplete
• ask us to delete your information
• ask us to restrict how we use your information
• object to us using your information, including for direct marketing
• ask us to transfer your information to you or another organisation
• withdraw your consent at any time, where we rely on it

Some of these rights apply only in certain circumstances. To make a request, please contact us using the details below. We will respond within one month and there is normally no charge.

10. Complaints
If you are unhappy with how we have handled your information, please contact us first so we can put things right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk or on 0303 123 1113.

11. Children
Our website and products are intended for adults. We do not knowingly collect personal information from anyone under the age of 18.

12. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes to our business, the services we use, or the law. Any changes will be shown on this page with a new review date.

13. Contact Us
If you have any questions about this Privacy Policy or how we use your information, please contact us at customercare@manorandmeadow.co.uk or call 0333 090 5455. You can also write to us at our registered office address above.

Manor & Meadow is a trading name of Digital Armoury Designs Ltd, registered in England and Wales (company number 14788028). Registered office: McCarthy Road, Shepshed, Loughborough, LE12 9LP. VAT number: GB447359268.

Last reviewed: 27/09/2026

Manor & Meadow Cookies Policy

We want your time with us to feel calm and considered, and that includes knowing exactly how our website works behind the scenes. This Cookies Policy explains what cookies are, which ones we use, and how you can choose which to allow.

1. What Are Cookies?
Cookies are small text files placed on your device (computer, smartphone or tablet) when you visit a website. They help the website work properly, remember your choices, and give website owners information about how their site is used.

Some cookies last only while your browser is open (session cookies). Others stay on your device for a set period, or until you delete them (persistent cookies).

2. The Cookies We Use
Our website runs on Shopify. We group the cookies we use into four categories, which match the options shown in our cookie banner:

• Required: these cookies are necessary for the website to work, including keeping your basket, processing checkout securely, logging in, and remembering your cookie choices. They cannot be switched off.
• Personalisation: these cookies remember details about your visit, such as items you have viewed, to make your next visit more personal.
• Marketing: these cookies help us understand the effectiveness of our marketing communications and may be used to show you relevant adverts on other websites.
• Analytics: these cookies help us understand how visitors use our website, such as which pages are visited most often, so we can keep improving it.

Personalisation, Marketing and Analytics cookies are only set if you choose to allow them.

3. Third-Party Cookies
Some cookies are set by the services we use to run our website, rather than by us directly:

• Shopify: our website platform, which sets the cookies needed for the site, basket and checkout to work, and, with your consent, analytics and marketing cookies. You can read more in Shopify's Cookie Policy.
• Calendly: if you book a call with us through our website, Calendly may set cookies needed for the booking tool to work.

These third parties handle information in line with their own privacy and cookie policies.

4. Your Choices
When you first visit our website, our cookie banner lets you accept all cookies, decline all non-essential cookies, or manage your preferences one category at a time. Declining non-essential cookies will not stop you browsing or buying from us.

You can change your mind at any time by selecting "Cookie preferences" at the bottom of any page, or by clearing the cookies stored in your browser, which will bring the banner back on your next visit.

You can also manage or block cookies through your browser settings. Please note that blocking Required cookies may stop parts of our website, such as the basket and checkout, from working properly. For help managing cookies in popular browsers, please visit:

• Google Chrome
• Mozilla Firefox
• Safari
• Microsoft Edge

5. How Long Cookies Last
Session cookies are deleted when you close your browser. Persistent cookies remain for a set period, which varies by cookie. Your cookie choices are usually remembered for up to 12 months, after which we will ask you again.

6. More About Your Information
Where cookies collect personal information, such as your IP address, we handle it in line with our Privacy Policy.

7. Changes to This Policy
We may update this Cookies Policy from time to time to reflect changes to our website, the services we use, or the law. Any changes will be shown on this page with a new review date.

8. Contact Us
If you have any questions about our use of cookies, please contact us at customercare@manorandmeadow.co.uk or call 0333 090 5455. We are always happy to help.

Manor & Meadow is a trading name of Digital Armoury Designs Ltd, registered in England and Wales (company number 14788028). Registered office: McCarthy Road, Shepshed, Loughborough, LE12 9LP. VAT number: GB447359268.

Last reviewed: 27/09/2026

Manor & Meadow Delivery Policy

A hot tub, sauna or outdoor kitchen is a considered purchase, and its arrival should feel just as considered. This policy explains where we deliver, how long it takes, and how we will work with you to make delivery day calm and straightforward.

1. Where We Deliver
We deliver throughout mainland Great Britain. We can also deliver to the Scottish Highlands and UK islands for an additional charge, which we will confirm with you before you place your order.

We do not currently deliver outside the United Kingdom.

2. Lead Times
Lead times depend on where your product is made:

• Products made or shipped from outside the UK: typically 6 to 8 weeks from order confirmation.
• All other products, including accessories and robes: typically up to 2 weeks from order confirmation.

The expected lead time for your order will be shown on the product page, at checkout, or on your quote or invoice. These are estimates, and we will keep you updated throughout. If a delay means we cannot deliver within the time we agreed, we will contact you straight away, and you may be entitled to cancel your order for a full refund.

3. Delivery Charges
Delivery charges depend on the product, its size and weight, and your delivery address. They will always be shown clearly at checkout, or on your quote or invoice, before you pay. Any additional charge for the Scottish Highlands and UK islands will be confirmed in the same way.

4. Customs and Import Charges
Some of our products are made outside the UK. We take care of all customs clearance and import charges, so there will be nothing further to pay when your order arrives.

5. How Your Order Is Delivered

• Robes and smaller accessories are sent by Royal Mail. We will email you tracking information once your order has been dispatched.
• Larger items, such as hot tubs, cold tubs, saunas and outdoor kitchens, are delivered by our own team or by our specialist delivery partners.

How larger items are delivered depends on their size and how they are supplied. Items supplied flat-packed or as a kit are delivered to the kerbside, at the nearest safe and accessible point to your property. For items supplied fully assembled, we will agree the delivery arrangements with you in advance, including where the item will be placed.

We will contact you to arrange a delivery date that suits you, and confirm exactly what to expect on the day.

6. Site Visits and Preparing for Delivery
For larger items, we will arrange a site visit before you purchase, to make sure your chosen product is right for your space and can be delivered safely. During the visit, we will confirm what needs to be in place before delivery, which may include:

• a suitable, level and solid base, fully prepared before delivery day
• a clear access route that is wide enough for your product to pass through
• crane or lifting access, where your product or garden requires it
• any electrical supply, installed and certified by a qualified electrician

Please make sure an adult is present to receive your delivery. If, on the day, the base or access route is not as agreed during the site visit, we may need to rearrange your delivery, and additional costs may apply.

7. Installation
We will soon be offering installation for selected products. Until then, larger items are delivered as described above. If you would like to know more, please get in touch and we will be happy to talk it through.

8. Receiving Your Order
When your order arrives, please check it carefully. If you notice any visible damage, please note it on the delivery paperwork where possible, take photographs, and contact us as soon as you can, ideally within 48 hours. This helps us resolve things quickly with our delivery partners, and does not affect your legal rights.

Responsibility for your order passes to you once it has been delivered.

9. Multiple Deliveries
If you order several items, they may arrive separately, depending on where they are made and their lead times. We will keep you informed about each delivery.

10. Changes and Cancellations
If you would like to change or cancel your order, please contact us as soon as possible. Your right to cancel is explained in our Returns & Cancellations Policy.

11. Contact Us
If you have any questions about delivery, please contact us at customercare@manorandmeadow.co.uk or call 0333 090 5455. We are always happy to help.

Manor & Meadow is a trading name of Digital Armoury Designs Ltd, registered in England and Wales (company number 14788028). Registered office: McCarthy Road, Shepshed, Loughborough, LE12 9LP. VAT number: GB447359268.

Last reviewed: 27/09/2026

Manor & Meadow Returns & Cancellations Policy

We want every purchase from Manor & Meadow to bring you lasting rest and enjoyment. If something is not quite right, we are here to help. This policy explains your right to cancel, how returns work, and what happens if an item is faulty. It applies to orders placed through our website, over the phone, through a personalised basket link, or by invoice.

Nothing in this policy affects your legal rights as a consumer.

1. Your Right to Cancel
You can cancel your order at any time before it is delivered, and for up to 14 days after it has been delivered, without giving a reason.

• The 14 days begin the day after your order is delivered.
• If your order arrives in more than one delivery, the 14 days begin the day after the final item is delivered.
• This applies to all of our products, including hot tubs, saunas and outdoor kitchens built from the options on our website.

To cancel, simply tell us clearly by emailing customercare@manorandmeadow.co.uk or calling 0333 090 5455, with your name and order number. A cancellation form is available on request, although you do not have to use it.

2. Deposits
Some orders require a deposit. If you cancel within your right to cancel, your deposit will be refunded in full, along with any other payments you have made.

3. Returning Your Item
If you cancel after your order has been delivered, please return the item to us within 14 days of telling us you wish to cancel. Our team will give you the return address.

You are responsible for arranging the return and for the cost of returning the item. We do not offer a collection service for cancelled orders.

Please be aware that hot tubs, cold tubs, saunas and outdoor kitchens cannot be returned by post, and returning them will usually require a specialist haulier and, in some cases, lifting equipment. The cost of this can be significant. We are happy to give you an estimate before you order, so you can make an informed decision.

We recommend using a trackable service for smaller items, such as robes and accessories.

4. Condition of Returned Items
You are welcome to inspect your item as you would in a shop. Please take good care of it while it is with you, and return it with any accessories and documentation. Returning it in its original packaging, where possible, will help protect it on its way back to us.

If an item has been handled or used beyond what is needed to inspect it, we may reduce your refund to reflect the loss in value. For example, this may apply to a hot tub or cold tub that has been filled and used, a kit that has been assembled, or a robe that has been worn or washed.

5. Your Refund
We will refund you within 14 days of receiving your returned item, or of you providing evidence that you have sent it back, whichever is sooner. If you cancel before your order is delivered, we will refund you within 14 days of you telling us.

Your refund will include the price of the item and the standard delivery charge you paid. If you chose a more expensive delivery option, we will refund the cost of our standard delivery only. We will refund you using the same method you used to pay. If you paid by bank transfer, we will refund you to the account the payment came from.

Once we have issued your refund, it may take a few working days to appear in your account, depending on your bank or card provider.

6. Faulty or Damaged Items
Everything we sell must be of satisfactory quality, fit for purpose and as described. If there is a problem with your item, your rights under the Consumer Rights Act 2015 include:

• Up to 30 days after delivery, you can reject a faulty item and receive a full refund.
• Up to six months after delivery, if a fault appears, we will repair or replace the item. If a repair or replacement is not possible, or does not solve the problem, you can ask for a refund.
• After six months, you may still be able to claim a repair, replacement or partial refund, although you may need to show that the fault was present when the item was delivered. You can make a claim for up to six years in England and Wales, or five years in Scotland.

If your item is faulty, we will arrange and pay for its return, collection or repair. If your order arrives damaged, please contact us as soon as you can, ideally within 48 hours, with photographs, so we can put things right quickly. This does not affect your legal rights.

7. Exchanges
We do not offer direct exchanges. If you would like a different product, size or finish, please cancel your original order as explained above and place a new order for the item you would prefer.

8. Changes to This Policy
We may update this policy from time to time. The version shown on our website at the time you place your order will apply to that order.

9. Contact Us
If you have any questions about cancellations, returns or refunds, please contact us at customercare@manorandmeadow.co.uk or call 0333 090 5455. We are always happy to help.

Manor & Meadow is a trading name of Digital Armoury Designs Ltd, registered in England and Wales (company number 14788028). Registered office: McCarthy Road, Shepshed, Loughborough, LE12 9LP. VAT number: GB447359268.

Last reviewed: 27/09/2026