Terms & Conditions.
Clear From The Start.

1. Important — Please Read Before Ordering

M.A.C. Lofts operates primarily as a made-to-order manufacturer.

We do not manufacture large quantities of finished timber products for stock. Orders are scheduled into production and materials, labour and manufacturing resources may be committed specifically in response to confirmed customer orders.

We do not accept cancellations, refunds, returns or exchanges simply because a customer:

• changes their mind;
• no longer requires the product;
• changes their loft or wider project;
• finds another or cheaper product;
• provides incorrect measurements;
• orders the wrong size, quantity, configuration or specification;
• experiences a change in personal or financial circumstances;
• decides that the order is no longer affordable;
• abandons the wider project;
• is dissatisfied with an estimated non-guaranteed production or delivery period;
• assumes that manufacturing has not yet begun;
• assumes materials have not been ordered, allocated, cut or prepared;
• refuses or fails to accept delivery.

Where M.A.C. Lofts is required by law to provide a remedy, the appropriate remedy will be dealt with according to the circumstances of the individual case.

2. Application & Acceptance of These Terms

These Terms apply to orders, quotations, bespoke enquiries, bespoke projects, commissioned work, products and services supplied by M.A.C. Lofts where they have been provided, linked, displayed or otherwise brought to the customer's attention before the relevant transaction or instruction.

These Terms may apply to orders and instructions placed:

• through www.maclofts.co.uk;
• by email;
• by telephone;
• in person;
• following a quotation;
• following an invoice or payment request;
• through another authorised M.A.C. Lofts sales channel.

General acceptance of these Terms may occur by placing an order, making payment, approving a quotation, approving a specification or otherwise clearly instructing M.A.C. Lofts to proceed after the Terms have been brought to the customer's attention.

The commissioning of chargeable bespoke project work following an initial consultation is dealt with specifically in Section 12.

3. Definitions

“Customer”, “you” and “your” means the person or organisation purchasing or commissioning goods or services.

“M.A.C. Lofts”, “we”, “us” and “our” means M.A.C. Lofts Pigeon Products.

“Made-to-order” means goods manufactured, assembled, prepared or allocated for production following a customer order.

“Bespoke Project” means a project involving goods, dimensions, specifications, configurations, components or requirements outside, or customised from, our ordinary website offering.

“Initial Consultation” means the first 15-minute discussion relating to a bespoke project during which the customer may explain the requirement, provide and discuss measurements, photographs or other relevant information and discuss the proposed bespoke process with M.A.C. Lofts.

“Project-Specific Work” means work undertaken specifically to cost, design, assess, develop, revise, plan, prepare or otherwise progress an individual bespoke project following the Initial Consultation.

“Commissioned Work” means chargeable Project-Specific Work which the customer has expressly authorised M.A.C. Lofts to undertake.

4. Order Accuracy

The customer is responsible for checking all order information before payment or approval.

This includes:

• product;
• quantity;
• dimensions;
• options;
• configuration;
• materials;
• personalisation;
• delivery details;
• any other agreed specification.

5. Order Acceptance

An order is subject to acceptance by M.A.C. Lofts.

We may decline an order before acceptance where reasonably necessary, including where:

• a pricing or website error has occurred;
• a material or product becomes unavailable;
• the requested specification cannot reasonably be manufactured;
• delivery is impracticable;
• payment irregularity is suspected;
• the customer has outstanding debts;
• the requested work would infringe another person's rights.

6. Made-to-Order Manufacturing

M.A.C. Lofts timber products are generally manufactured on a made-to-order basis.

Following acceptance of an order we may immediately undertake:

• production scheduling;
• material purchasing or allocation;
• sheet breakdown;
• cutting;
• machining;
• routing;
• drilling;
• sanding;
• 3D printing;
• component preparation;
• production planning;
• labour allocation;
• workshop capacity allocation.

7. Strict Cancellation Policy

Once an order has been accepted, the customer should assume that it has entered our production and purchasing system.

Any request to cancel must be made in writing.

A cancellation request is not accepted merely because it has been sent to us.

Where M.A.C. Lofts agrees to a cancellation which it is not otherwise required to accept, we may deduct or require payment for applicable costs and losses including:

• materials;
• components;
• labour;
• commissioned project time;
• packaging;
• unrecoverable payment processing costs;
• third-party charges;
• delivery bookings;
• jigs and tooling;
• other reasonably incurred and recoverable losses.

8. Strict No-Return / No-Refund Policy

Goods correctly manufactured in accordance with the customer's confirmed order will not be accepted back simply because the customer later decides that they are unsuitable for their loft, available space, preferred system or personal requirements.

Goods must not be returned without prior written authorisation.

Where M.A.C. Lofts is required by law to provide a remedy, the appropriate remedy will be dealt with according to the circumstances of the individual case.

9. Bespoke, Custom and Personalised Goods

Bespoke goods may include products manufactured according to:

• customer-provided dimensions;
• non-standard dimensions;
• special configurations;
• unique fittings;
• customer-specific modifications;
• engraving or plaques;
• custom lettering or graphics;
• custom 3D-printed components;
• customer-approved drawings;
• other individual requirements.

Once a bespoke specification has been approved and manufacturing commissioned, we do not accept cancellation, return, exchange or refund requests merely because the customer subsequently changes their mind.

10. Customer-Supplied Measurements

Where products are manufactured using dimensions supplied by the customer, M.A.C. Lofts relies upon those dimensions.

The customer is responsible for:

• measuring accurately;
• checking available space;
• checking clearance;
• checking access;
• checking existing equipment;
• ensuring the requested dimensions suit the intended application.

M.A.C. Lofts is not responsible where a correctly manufactured product does not fit because the customer supplied incorrect or incomplete measurements.

11. Customer Approval of Designs and Drawings

Where drawings, CAD images, 3D representations or specifications are provided for approval, the customer must inspect them carefully.

Approval confirms acceptance of clearly shown:

• dimensions;
• layout;
• configuration;
• quantities;
• orientation;
• openings;
• features;
• options.

Changes after approval may result in additional chargeable project time and manufacturing costs.

12. Initial Bespoke Consultation & Commissioning

The purpose of the Initial Consultation is to allow the customer and M.A.C. Lofts to discuss the proposed project before further work is commissioned.

During the Initial Consultation the customer may:

• explain what they would like M.A.C. Lofts to make or modify;
• discuss the intended use of the product;
• provide measurements;
• provide photographs;
• provide sketches, drawings or other relevant information;
• discuss dimensions and available space;
• discuss desired features;
• ask questions about our bespoke process;
• discuss likely next steps.

The Initial Consultation applies once per bespoke project.

It does not restart because:

• another telephone call is made;
• another email is sent;
• further measurements or photographs are supplied;
• the customer requests another discussion;
• a revision is requested;
• the project is returned to at a later date.

Commissioning Further Work

Following the Initial Consultation, M.A.C. Lofts will not be expected to undertake further bespoke project work free of charge.

Where the customer wishes M.A.C. Lofts to proceed with project-specific work, that work must be expressly commissioned.

Our standard method of obtaining written commission is the Bespoke Work Authorisation email provided through the M.A.C. Lofts bespoke-work webpage.

That authorisation requires the commissioning customer to provide identifying information including:

• full name;
• full postal address;
• town or city;
• postcode;
• telephone number;
• email address;
• the project or product being commissioned.

By sending the Bespoke Work Authorisation email, the customer expressly:

• identifies themselves as the person commissioning the work;
• identifies the project concerned;
• authorises and commissions M.A.C. Lofts to undertake further project-specific work;
• acknowledges that the free service is the Initial 15-Minute Consultation;
• accepts the rate of £30.00 per hour;
• accepts billing in 15-minute increments of £7.50;
• accepts that completed commissioned work remains payable whether or not manufacture subsequently proceeds;
• accepts these Terms & Conditions.

M.A.C. Lofts may retain the authorisation email and associated project correspondence as evidence of the customer's commission.

13. Chargeable Project-Specific Work

Following the Initial Consultation, Project-Specific Work which has been commissioned by the customer is charged at £30.00 per hour, billed in 15-minute increments of £7.50.

Chargeable Project-Specific Work may include:

• further project-specific telephone discussions;
• further project-specific emails and correspondence;
• detailed review of measurements;
• detailed review of photographs or drawings;
• technical assessment;
• calculations;
• detailed costing;
• material assessment;
• specialist sourcing;
• CAD work;
• technical drawings;
• 3D modelling;
• product development;
• manufacturing planning;
• production preparation;
• revisions;
• redesigns;
• other work undertaken specifically to progress the customer's project.

Billing increments are:

• 15 minutes — £7.50;
• 30 minutes — £15.00;
• 45 minutes — £22.50;
• 60 minutes — £30.00.

A later decision not to order the finished product does not make properly commissioned work already completed free of charge.

14. Revisions and Additional Project Time

Customer-requested revisions and further development undertaken after the Initial Consultation form part of chargeable Project-Specific Work where they have been commissioned.

This may include:

• changing dimensions;
• changing layouts;
• requesting alternative versions;
• changing component arrangements;
• changing materials;
• redrawing;
• remodelling;
• recalculating;
• re-costing;
• further technical consultation.

Such work is charged at £30.00 per hour, billed in 15-minute increments of £7.50, unless expressly included within another agreed charge.

15. Jigs, Tooling, CAD Files and Production Assets

Unless expressly sold and transferred to the customer in writing, the following remain the property of M.A.C. Lofts:

• CAD files;
• 3D models;
• manufacturing drawings;
• CNC programs;
• templates;
• jigs;
• fixtures;
• tooling;
• prototypes retained by us;
• manufacturing methods;
• production documentation.

Payment for project development or tooling does not automatically transfer ownership of M.A.C. Lofts' intellectual property or manufacturing assets.

16. Quotations and Estimates

A quotation is based on the information available when it is prepared.

Preliminary estimates, online calculators and indicative pricing are guides unless expressly confirmed as fixed.

General discussion of the proposed project may take place during the free Initial Consultation.

Where preparation of a bespoke quotation requires further work such as detailed costing, technical assessment, CAD, drawings, modelling or development, that work is chargeable after it has been commissioned in accordance with Section 12.

17. Website Pricing

We take reasonable care to ensure website prices are accurate.

Where an obvious pricing or technical error occurs, we may contact the customer with the corrected price or cancel the affected transaction and return the affected payment.

18. Payment

Payment must be made using a method accepted by M.A.C. Lofts.

We may suspend manufacturing, project development or dispatch where sums properly due remain unpaid.

19. Third-Party Finance and Payment Providers

Finance, instalment and Buy Now Pay Later services are provided by independent third-party providers and remain subject to their own approval and terms.

M.A.C. Lofts does not make lending decisions.

20. Production Times and Lead Times

Production and lead times are estimates unless M.A.C. Lofts expressly confirms a particular date as guaranteed in writing.

Orders are generally managed on a first come, first served basis.

Similar manufacturing work may be batched together for efficiency.

21. Handmade Products and Material Variation

Many M.A.C. Lofts products are handmade using timber, plywood, OSB, plastic and other manufactured materials.

Reasonable variation may occur in colour, grain, shade, texture, pattern, markings and appearance.

22. Timber Movement and Environmental Conditions

Wood and wood-based products respond to humidity, temperature and moisture.

Damage caused by unsuitable storage, standing water, prolonged wet conditions, inappropriate chemicals or other unsuitable environmental exposure after delivery is not a manufacturing defect.

23. Product Photographs

Product photographs are illustrative and may show optional accessories, previous production versions or customer installations.

The written description, selected options and confirmed specification determine what is included.

24. Delivery

Delivery services are generally provided through third-party carriers.

Delivery times following dispatch are estimates unless a guaranteed service has expressly been purchased and confirmed.

The customer must provide complete and accurate delivery details.

25. Pallet Deliveries

Large orders may require pallet transport.

Unless specifically agreed otherwise, pallet delivery is normally a kerbside delivery service.

Customers must ensure suitable commercial vehicle access and advise M.A.C. Lofts of material access restrictions before dispatch.

26. Inspection at Delivery

Customers should inspect deliveries as soon as reasonably possible.

For pallet deliveries in particular, inspect the external condition before the driver leaves.

Where visible damage exists:

1. record the delivery as damaged;
2. take clear photographs;
3. photograph the pallet and packaging;
4. photograph the affected goods;
5. contact M.A.C. Lofts promptly.

27. Transit Damage

If goods appear damaged in transit, contact us promptly and provide photographs and relevant order information.

Retain packaging until we confirm that it is no longer required for evidence or inspection.

28. Collection Orders

Collection from our Reston workshop is by prior arrangement.

29. Title and Risk

Ownership of goods remains with M.A.C. Lofts until payment in full has been received where legally permitted.

For consumer deliveries, responsibility for accidental loss or damage transfers when the goods come into the physical possession of the customer or a person nominated by the customer.

30. Biosecurity and Contamination

M.A.C. Lofts manufactures and supplies equipment intended for pigeon-loft and avicultural environments.

Do not send used pigeon equipment to our premises unless M.A.C. Lofts has expressly authorised the return in writing.

Where a remedy is required, we will provide appropriate instructions for assessing or dealing with the affected goods.

31. Incorrect Goods or Manufacturing Problems

If you believe we have supplied the wrong item, omitted an agreed component or manufactured something incorrectly, contact us promptly.

Depending on the circumstances, an appropriate solution may include:

• a missing part;
• a replacement component;
• repair;
• replacement;
• another appropriate remedy.

32. Returns Must Be Authorised

No product should be sent back to M.A.C. Lofts without prior written authorisation.

33. Damage Caused After Delivery

M.A.C. Lofts is not responsible for damage caused after delivery by:

• misuse;
• accidental damage;
• customer modification;
• incorrect assembly or installation;
• unsuitable support or fixings;
• water damage;
• animal damage;
• neglect;
• incorrect storage;
• normal wear.

34. Installation

Unless explicitly stated otherwise in writing, M.A.C. Lofts supplies products only and does not provide installation.

35. Used, Ex-Display, Factory Second and Clearance Goods

Where an item is specifically described as used, second-hand, ex-display, factory second, imperfect or clearance, the customer accepts the condition and disclosed imperfections described before purchase.

Unless a specific guarantee is expressly provided, we cannot guarantee the remaining life of ageing consumable components such as internal batteries.

36. Third-Party Products

Some products supplied through M.A.C. Lofts may be manufactured by third parties.

Manufacturer-specific instructions and terms may apply.

37. Pigeon Lofts and Third-Party Builders

Where M.A.C. Lofts acts as an introducer, representative, agent or intermediary for complete pigeon lofts manufactured, delivered or installed by a specialist third-party builder, the precise contracting arrangement will be clarified during quotation.

Third-party builder terms may apply to those projects.

38. Customer Access and Site Information

Where delivery or quotation depends on site information, the customer must provide accurate information concerning access, dimensions, road restrictions, available space and other relevant site conditions.

39. Intellectual Property

Intellectual property belonging to M.A.C. Lofts remains our property.

This includes:

• product designs;
• CAD drawings;
• 3D models;
• 3D-print files;
• photographs;
• graphics;
• logos;
• website content;
• manufacturing methods;
• templates;
• jigs;
• tooling;
• CNC programs.

40. Copying and Reproduction

Customers and third parties must not use M.A.C. Lofts' protected material in a manner which infringes our rights, including unauthorised commercial copying, manufacture, reproduction or use of our branding.

41. Customer-Supplied Logos, Names and Designs

Where a customer asks us to engrave, print or reproduce customer-supplied material, the customer confirms that they have authority to ask us to use it.

42. Non-Payment of Commissioned Work

The Initial 15-Minute Consultation described in Section 12 is free of charge.

Project-Specific Work properly commissioned following that consultation must be paid for in accordance with the applicable invoice.

Where payment is not made following our invoice, reminder and any appropriate formal notice, M.A.C. Lofts may:

• suspend further work;
• refuse further orders;
• issue a formal demand;
• pursue debt recovery;
• commence court proceedings.

Where legally recoverable, we may also seek applicable interest, court fees and recoverable enforcement costs.

45. Right to Refuse or Discontinue Service

M.A.C. Lofts reserves the right to refuse an enquiry, order, commission or project, or to decline to undertake or continue further work, where there is a legitimate business reason for doing so.

This may include, without limitation:

• abusive, threatening, aggressive or unreasonable behaviour;
• repeated or excessive demands outside the agreed scope of an enquiry, order or project;
• repeated unproductive enquiries, discussions or requests which result in a disproportionate or unnecessary use of M.A.C. Lofts' staff or business time;
• repeatedly requesting quotations, bespoke assessments, technical input, designs, revisions or other work without reasonably progressing the proposed project;
• repeatedly reopening substantially the same enquiry or project without meaningful progress;
• repeated failure to provide information, measurements, photographs, decisions, approvals or other information reasonably required to progress the enquiry or project;
• repeated failure to attend, respond to or meaningfully progress an arranged consultation or project;
• excessive, repetitive or unreasonable changes to the customer's requirements;
• repeated use of M.A.C. Lofts' consultation, quotation or technical resources without a genuine or reasonably progressing intention to commission or purchase;
• non-payment or late payment;
• previous unpaid invoices or outstanding debts;
• previous chargebacks or payment disputes;
• suspected fraud, dishonesty or misuse of our services;
• requests which M.A.C. Lofts considers technically unsuitable, unsafe, impracticable or inconsistent with our manufacturing standards;
• requests which may infringe the intellectual property or other rights of another person;
• safety concerns;
• insufficient production capacity;
• material, component or supplier availability;
• conduct which causes M.A.C. Lofts reasonably to conclude that the working relationship is no longer commercially workable; or
• a breakdown in the working relationship to the extent that continuing to provide the service is no longer reasonably practicable.

Where M.A.C. Lofts decides not to continue with an enquiry or project, we may notify the customer that no further work, quotation, consultation or correspondence will be undertaken in relation to that matter.

Where chargeable work has already been properly commissioned, all charges for work completed up to the point at which service is discontinued remain payable.

Refusal or discontinuation of further service does not cancel, waive or otherwise affect any existing invoice, contractual debt, payment obligation or other liability already incurred.

44. Abusive or Threatening Behaviour

Staff and representatives are entitled to work without abuse, threats, intimidation or harassment.

M.A.C. Lofts may restrict communication, require written communication or refuse future business where proportionate.

45. Right to Refuse Future Business

M.A.C. Lofts may decline future orders where there is a legitimate business reason, including previous non-payment, fraud, abusive behaviour, safety concerns or inability to manufacture or deliver the requested goods.

46. Product Suitability

Customers are responsible for selecting products suitable for their intended application unless M.A.C. Lofts has expressly agreed to design around a specific stated requirement.

47. Consequential and Indirect Losses

To the fullest extent permitted by law, M.A.C. Lofts will not be responsible for indirect or consequential losses which were not reasonably foreseeable when the contract was made.

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

48. Events Outside Our Reasonable Control

M.A.C. Lofts will not be responsible for delays caused by circumstances outside our reasonable control, including severe weather, power interruption, transport disruption, supplier failure, material shortages, carrier disruption or other exceptional events.

49. International Orders

International orders are accepted only where M.A.C. Lofts agrees to supply to the destination.

Unless expressly included in our quotation, destination-country import taxes, VAT, customs charges and local handling costs are the customer's responsibility.

50. Promotions and Discount Codes

Promotions are subject to their advertised conditions.

Unless expressly stated otherwise, discounts cannot be retrospectively applied or combined with other offers.

51. Business Customers

Where the customer purchases wholly or mainly for business purposes, additional commercial terms may apply.

Unless specifically agreed otherwise in writing:

• business orders are final once accepted;
• cancellation requires written agreement;
• reasonable costs and losses may be recovered following an agreed cancellation;
• the Business Customer is responsible for product suitability;
• commercial delivery dates are estimates unless guaranteed.

52. Communications

Customers must provide accurate contact information.

M.A.C. Lofts may communicate by email, telephone, SMS, written correspondence or through information supplied on our website.

53. Marketing Communications

Where customers separately choose to receive marketing, M.A.C. Lofts may send information regarding products, promotions and business updates.

Customers may unsubscribe using the method supplied in the communication.

54. Privacy

Personal information is handled in accordance with our Privacy Policy and applicable data-protection requirements.

Information supplied through a Bespoke Work Authorisation may be retained where reasonably necessary to identify the contracting customer, administer the project, evidence the customer's commission, issue invoices and deal with disputes.

55. Complaints

Genuine complaints should be sent to:

sales@maclofts.co.uk

56. No Waiver

If M.A.C. Lofts chooses not to enforce a provision on one occasion, this does not permanently waive that provision.

57. Severability

If a provision of these Terms is found to be invalid or unenforceable, it will be modified or removed to the minimum extent necessary and the remaining provisions will continue.

58. Entire Agreement

These Terms, together with the applicable order, quotation, specification, invoice, customer instruction, Bespoke Work Authorisation and agreed variation form the agreement between M.A.C. Lofts and the customer.

59. Changes to These Terms

M.A.C. Lofts may update these Terms from time to time.

Changes apply to future transactions from the effective date shown on the website.

60. Governing Law

These Terms and contracts entered into with M.A.C. Lofts are governed by the law of Scotland, subject to any rules which cannot lawfully be excluded.

For Business Customers, the Scottish courts will have exclusive jurisdiction unless expressly agreed otherwise.

61. General Legal Saving Provision

Nothing in these Terms is intended to exclude, restrict or avoid any responsibility, liability or remedy which M.A.C. Lofts cannot lawfully exclude or restrict.

Where any provision conflicts with a requirement of law which must apply to the transaction, that requirement will prevail only to the extent necessary.

All other provisions remain in effect.

62. Acceptance

These Terms do not require a physical handwritten signature in order to apply.

Depending upon the transaction, acceptance may occur by:

• placing an order through our website;
• making payment;
• approving a quotation;
• approving a specification;
• sending an instruction to proceed;
• sending a Bespoke Work Authorisation;
• otherwise clearly entering into the transaction after these Terms have been brought to your attention.

Bespoke Consultation

Each bespoke project includes one initial 15-minute consultation free of charge.

That consultation is provided to discuss the customer's requirements, measurements, photographs or other relevant project information and to discuss the bespoke process and proposed next steps.

The free consultation does not itself include ongoing design, detailed costing, CAD, technical drawings, 3D modelling, revisions or project development.

Bespoke Work Authorisation

Where the customer wishes M.A.C. Lofts to undertake further Project-Specific Work following the Initial Consultation, that work is charged at:

The Bespoke Work Authorisation requires the customer to identify themselves and the relevant project.

By sending it, the customer confirms that:

• the personal and contact information supplied is accurate;
• they are the person commissioning the work;
• the project or product being commissioned has been identified;
• they have received the benefit of, or been offered, the Initial 15-Minute Consultation;
• they understand the purpose and scope of the free consultation;
• they authorise M.A.C. Lofts to undertake further Project-Specific Work;
• they accept the rate of £30.00 per hour;
• they accept billing in 15-minute increments of £7.50;
• they understand that chargeable work may include further consultation, correspondence, detailed costing, technical assessment, CAD, drawings, 3D modelling, development, revisions and manufacturing planning;
• they understand that completed commissioned work remains payable whether or not they subsequently purchase the finished product;
• they accept these Terms & Conditions.

M.A.C. Lofts may rely upon relevant evidence including:

• the Bespoke Work Authorisation email;
• the customer details contained within it;
• emails and correspondence;
• quotations;
• invoices;
• drawings and CAD records;
• customer approvals;
• project time records;
• production records;
• payment records.