Refund and Returns Policy

1.⁠ ⁠Your Rights Under UK Consumer Law

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for a full refund. This is known as the “cooling-off period.” After this period, you may still return your item, but only if it is faulty or not as described.

2.⁠ ⁠Return and Refund Process

If you wish to return an item, please follow the steps outlined below:
a. Notification
To initiate a return, you must notify us in writing (via email or contact form on our website) within 14 days of receiving the item. Please provide your order number, a description of the item, and the reason for the return. For faulty or damaged items, please also include photos.
b. Return Conditions
All returned items must be in their original condition, unused, and undamaged. For timber products, please ensure that they are properly packaged to prevent damage during return shipping. We reserve the right to refuse returns if the goods are not in their original condition or if they were specifically made to order.
c. Return Address
Return address will provide after request.

We recommend using a tracked delivery service, as we cannot accept liability for lost or damaged returns.
d. Return Costs
If you are returning an item under the cooling-off period (i.e., within 14 days), the return shipping costs will be your responsibility, unless the item is faulty or not as described.
If the item is faulty or incorrectly supplied, we will cover the cost of the return shipping.

3.⁠ ⁠Refunds

Once we receive your returned item, we will process your refund within 14 days. Refunds will be made to the original payment method, and you will receive a confirmation email when the refund has been processed.
Please note:
•⁠ ⁠Refunds may take 5-10 working days to appear in your account, depending on your bank or payment provider.
•⁠ ⁠If you return part of an order, the refund will be for the price of the individual item(s) only. Shipping charges are non-refundable unless the return is due to a faulty or incorrect item.

4.⁠ ⁠Faulty or Damaged Goods

If you receive an item that is faulty or damaged, please contact us as soon as possible, and we will arrange for a full refund or replacement, including any shipping costs.
If the item was damaged in transit, we may request photographic evidence to assist with claims.

5.⁠ ⁠Exemptions to the Right to Cancel

The following items are excluded from the right to cancel and return under the Consumer Contracts Regulations:
•⁠ ⁠Items that have been made to your specifications or are personalised.
•⁠ ⁠Timber products that have been cut, altered, or processed to order.
•⁠ ⁠Sealed goods that have been opened, such as safety equipment, due to health and hygiene reasons.

6.⁠ ⁠Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. We will cancel the order and issue a full refund if the item has not yet been shipped. Once an order has been dispatched, the standard return and refund policy applies.

7.⁠ ⁠Contact Information

If you have any questions or need assistance with a return, please contact us via:
Email: sales@timber-outlet.co.uk

This is a sample page.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.