1. Who We Are
Aeterna Workshop is a trading name of Bordura Ltd, a registered limited company manufacturing bespoke CNC-crafted memorial plaques, commemorative pieces and garden tributes in Northamptonshire, England.
- Trading name: Aeterna Workshop
- Legal entity: Bordura Ltd
- Company number: 14451683
- Registered in England and Wales
- Trading address: NN29, Northamptonshire, England
- Contact: 07726 318601 · aeternaworkshop.co.uk
- UK delivery only
2. Our Products
Aeterna Workshop produces bespoke, made-to-order memorial and commemorative products including:
- Pet memorial garden plaques and grave markers
- Commemorative wall plaques for buildings and public spaces
- Bench and tree tribute plaques
- Personalised memorial pieces for private gardens and memorial gardens
All products are manufactured from 18mm Tricoya® Extreme or other specified architectural-grade materials using precision CNC machining. Every piece is made personally to your specification. No two pieces are identical.
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Aeterna Workshop understands that many of our customers are purchasing during a period of grief. We treat every order with the sensitivity, care and dignity it deserves. If you have any concerns or need support during the ordering process please contact us directly.
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3. Bespoke and Made-to-Order Products
All Aeterna products are made to order. Each piece is designed and manufactured specifically for you. This has important implications for cancellation and returns which are set out in Section 8.
- Every memorial is bespoke. Wording, sizing, layout and finish are personalised to your exact specification.
- Tricoya® Extreme is an engineered material. Colour and finish will be consistent but minor manufacturing variation may occur. This does not constitute a defect.
- CNC-machined lettering depth and V-carve profiles may vary slightly between pieces due to natural material density variation. This is normal and expected.
- Photographs on our website show representative examples. Your finished piece will match your approved design proof.
4. Ordering and Design Proofs
All orders begin with a quote or enquiry. An order is confirmed when:
- You have received and approved your design proof in writing
- Full payment or an agreed deposit has been received
We do not begin manufacturing any piece until both conditions are met.
✗ NOTE ✗ Once you have approved your design proof and payment is received, manufacturing begins immediately. Please check all wording, spelling, names, dates and layout details with absolute care before approving. Aeterna Workshop cannot be held responsible for errors in wording or spelling that were present in your approved proof.
- You may request changes to the proof before approval. Reasonable revisions are included.
- Your approval must be given in writing — by text, email or message.
- We strongly recommend you keep a copy of your approved proof for your records.
5. Pricing and Payment
- All prices are in pounds sterling.
- A deposit of 70% is required before work begins. The remaining balance is due on completion prior to dispatch.
- Payment is accepted by bank transfer. Details provided with your invoice.
- Prices quoted are held for 30 days. After 30 days we reserve the right to requote.
- Delivery charges are additional and will be stated in your quote.
- No work will commence until the deposit is received.
6. Delivery
Aeterna Workshop delivers to UK addresses only.
- Standard lead time is 10 to 21 working days from proof approval and deposit received, depending on complexity and current order volume.
- We will provide an estimated completion date when your order is confirmed.
- All pieces are carefully packaged to prevent damage in transit.
- We use tracked delivery services. Tracking information will be provided on dispatch.
- Aeterna Workshop is not responsible for delays caused by postal or courier services once the item has been dispatched.
- Risk passes to you on delivery. Please inspect your order carefully on arrival and contact us within 48 hours if there is any damage in transit.
- We do not dispatch internationally. UK mainland delivery only unless otherwise agreed.
7. Installation
Every order includes a fitting template and full installation instructions. The Security-Link™ fixing system uses stainless steel pins and glass resin chemical anchors.
- Installation instructions are provided with every order.
- Aeterna Workshop is not responsible for damage caused by incorrect installation.
- The chemical anchor system is permanent. Once set it cannot be removed without risk of damage to the substrate. Please ensure you are satisfied with the chosen location before installation.
- We are not responsible for damage to walls, masonry, stonework or any surface caused during or after installation.
- If you are unsure about installation please consult a qualified tradesperson.
8. Cancellations, Returns and Refunds
Because all Aeterna products are bespoke and made to your individual specification, your right to cancel is limited under the Consumer Contracts Regulations 2013.
✗ NOTE ✗ Custom made and personalised goods are exempt from the standard 14-day cooling off period under UK consumer law. Once manufacturing has begun we cannot accept a cancellation or return unless the product is faulty.
You may cancel your order without charge:
- Before your design proof has been approved and before payment has been made
A cancellation fee may apply:
- After proof approval but before payment — a design fee may apply to cover work completed to that point
No refund will be issued:
- Once payment has been received and manufacturing has begun
- Where you change your mind after the manufacturing process has started
We will provide a full replacement or refund if:
- The finished product contains an error that was not present in your approved proof
- The product arrives damaged due to our packaging
- The product is materially different from your approved proof due to a manufacturing defect
✓ We understand that circumstances can change and that these orders are often placed during difficult times. If you have concerns about your order please contact us directly before raising a formal cancellation. We will always try to find a solution.
9. Faulty or Damaged Goods
- Contact us within 48 hours of delivery by phone or text on 07726 318601.
- Send a photograph of the damage or fault.
- Do not attempt to install or use a damaged piece before contacting us.
- We will arrange a replacement or appropriate remedy at our discretion.
- Do not return goods without contacting us first.
- Any unauthorised return will be at your own expense
Your statutory rights as a consumer are not affected by these terms. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.
10. The 50-Year Material Guarantee
Aeterna Workshop uses Tricoya® Extreme for permanent outdoor products. Tricoya® Extreme carries a 50-year performance guarantee in ground contact as specified by the material manufacturer Accsys Technologies.
- The 50-year guarantee relates to the rot resistance and dimensional stability of the Tricoya® Extreme material itself. It is a manufacturer's material guarantee, not a product guarantee issued by Aeterna Workshop.
- The guarantee applies to Tricoya® Extreme products only. It does not apply to products made from natural hardwoods or other composite materials.
- Surface finishes, coatings and painted elements are not covered by the material guarantee and may require maintenance over time.
- The guarantee does not cover damage caused by incorrect installation, impact, vandalism or misuse.
11. Design and Intellectual Property
- Design proofs created by Aeterna Workshop remain our intellectual property until full payment is received.
- Once full payment is received the finished physical product belongs to you.
- The design file remains the property of Aeterna Workshop unless otherwise agreed in writing.
- If you supply wording, names, dates or personal content for your memorial you confirm you have the right to use that content.
- We reserve the right to photograph completed pieces for our portfolio and marketing unless you specifically ask us not to. We will never display personal names, addresses or identifying details without your explicit permission.
12. Sensitivity and Discretion
Aeterna Workshop works with customers who are often experiencing bereavement or loss. We treat all customer information and the nature of each order with complete discretion and sensitivity.
- We will never share the personal details of your order, the name of the person or pet being commemorated, or any details of your circumstances with any third party.
- We handle all communications with care and respect.
- If at any point you feel we have not met this standard please contact us directly. It matters to us.
13. Liability
- Aeterna Workshop's total liability to you shall not exceed the total value paid by you for the specific product giving rise to the claim.
- We are not liable for indirect or consequential loss of any kind.
- Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
- Nothing in these terms affects your statutory rights as a consumer.
14. Complaints
- Contact us directly by phone or text on 07726 318601 in the first instance.
- We aim to respond to all complaints within two working days.
- We will always listen and do our best to resolve any issue with care and sensitivity.
- If we cannot resolve your complaint to your satisfaction you may contact Citizens Advice or your local Trading Standards office.
15. Governing Law
These terms are governed by the law of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales.
16. Changes to These Terms
We may update these terms from time to time. The current version is always available at aeternaworkshop.co.uk/terms. Your order is governed by the terms in force at the time it is confirmed.
