FAQs
When do I pay for upgrades and optional extras? Orders for upgrades and optional extras must be made on or before the stated build stage cut-off. The amount payable on order is dependent on exchange of contracts; • Where orders for upgrades and optional extras are placed before contracts are exchanged, 50% of the total must be paid on order with the remaining balance being paid on completion • Where orders for upgrades and optional extras are placed after contracts are exchanged, 25% of the total must be paid on order with the remaining balance being paid on completion Once items are ordered, they are non-refundable and cannot be cancelled or exchanged. How do I choose my upgrades and optional extras? You will be invited to a meeting by your Sales Executive; this will not occur prior to build stage 3. You can review our brochure in advance of this meeting and it may be that you require more than one meeting with your Sales Executive to finalise all your personal touches. However all choices, upgrades and optional extras must be chosen and the applicable payment made by build stage 11. The only optional extras which can be ordered beyond build stage 11 are carpets (please refer to page 6 for more guidance on our build stages). Why can’t I make selections after a specific build stage? Once the specified build stage has passed, it is too late to make or change your selections as we need a lead-in time to order materials and have them delivered and fitted to allow us to progress the build. Are the prices quoted negotiable? Our costs are competitive but also take into account supply/fit of the products and administration costs. Story Homes cannot provide a price match and prices are not negotiable. What happens if an upgrade or extra I have ordered is discontinued, or becomes unavailable, before it has been fitted in my new home? Occasionally an item may be discontinued by the supplier or manufacturer, or becomes unavailable. In such instances, we would always look to offer our customers a suitable alternative or updated model. However, where this is not possible, a refund would be provided. What if I don’t like the selections already made in my new home? If you purchase your new home after certain build stages have commenced, you may find that we have already had to order items such as your kitchen. Unfortunately once these are ordered they cannot be changed. We pick popular selections which work well in our homes but you may wish to make further changes at your own cost after you legally complete on your new home. You don’t fit something I want in my home - can you source and add it for me? We work with a variety of suppliers to provide our specification and unfortunately we cannot provide bespoke items within your home. If we do not offer the item you want, you may wish to fit this yourself after you take legal ownership of your new home.
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