Returns and Refunds Policy

We want to ensure your satisfaction with every purchase. If you need to return or cancel an order, please review our policy below:

Cancellation Before Dispatch: If you wish to cancel an order before dispatch, we will refund the total amount minus a 30% restocking fee. The refund will be processed within 14 working days of your cancellation request.

Cancellation After Delivery: If you have already received your products, you are responsible for returning them at your own expense. Returns must be sent to our warehouse address. Once we receive and inspect the products, we will issue a refund for the amount paid, minus a 30% restocking fee.
This includes any delivery charges you incurred. Refunds will be processed within 3 days after we receive the returned items.

Restocking Fees: We reserve the right to charge up to 50% restocking fees for returned products, including covering costs such as free delivery. Delivery charges are calculated based on weight and delivery postcode.

Returns of Partial Orders: We cannot accept returns of individual parts from a larger order.

Damaged Products: If a product is defective or damaged, we will assess the return and notify you via email within a reasonable period. We aim to process any refunds for defective products within 14 days of confirming your entitlement to a refund, and no later than 30 days from that confirmation. You will receive a full refund, including delivery charges and any reasonable return costs.

Packaging Requirements: Please return products in their original packaging, taking care not to damage the packaging or the products. We reserve the right to charge if the products are damaged due to inadequate packaging.

Return Window: All returns must be made within 14 days of receipt of goods.

Special Orders: We do not accept returns on special order products or items that have been used or altered in any way.

To cancel your order, please contact us in writing or via email at info@houseoftimber.com.