At We Love Timber, we aim to ensure our customers are completely satisfied with their purchases. However, we understand that occasionally, things may not go as planned. This page outlines our refunds and returns policy, specifically for the timber products and associated items we sell. Please read this information carefully to understand your rights and options.
1. Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days from the day after you receive your goods. To cancel your order, you must notify us in writing at sales@welovetimber.co.uk.
Exemptions to Cancellation
Certain products are exempt from cancellation, including:
• Custom-Cut Timber: Any timber products cut to your specified measurements are non-returnable unless faulty, as these are bespoke and tailored to your requirements.
• Made-to-Order Products: Items produced specifically for your order are also non-refundable unless they are defective.
2. How to Return an Item
2.1. Conditions for Return
To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it. You will also need to provide proof of purchase.
2.2. Return Process
To return an item, please contact our customer service team at sales@welovetimber.co.uk within 14 days of receiving the goods. We will provide instructions on how to return the item.
• Standard Returns: You are responsible for arranging and covering the cost of returning items, unless the goods are faulty or not as described.
• Faulty Goods: If the item is faulty or damaged on arrival, we will arrange for collection at no cost to you.
3. Refunds
Once we receive your return, we will inspect the goods and notify you of the status of your refund. If your return is approved, we will process your refund within 14 days of receiving the returned goods. Refunds will be made to the original payment method.
Exemptions to Refunds
We do not offer refunds on:
• Custom-cut timber products or other made-to-order goods, unless the items are faulty.
• Goods that have been used, damaged after delivery, or are not in their original condition and packaging.
4. Faulty or Damaged Goods
4.1. Reporting a Fault
If your goods are faulty or damaged upon delivery, you must notify us within 48 hours of receiving the order. Please contact us at sales@welovetimber.co.uk with details of the issue, including photographs if possible. We will work with you to arrange a suitable solution, such as a replacement, repair, or refund.
4.2. Your Rights
Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if the goods are faulty, not as described, or do not perform as expected. If a fault is found within 30 days of receiving the product, you may be entitled to a full refund. Beyond 30 days, we will offer a repair or replacement.
5. Exceptions and Special Conditions
Timber is a natural product, and as such, variations in colour, grain, and appearance are to be expected. These natural characteristics are not considered defects. Similarly, slight imperfections, knots, and splits that are common in timber products will not be grounds for returns or refunds unless they significantly affect the product’s structural integrity or usability.
Please note:
• Timber products are susceptible to environmental factors such as moisture and temperature. It is the customer’s responsibility to store and care for the timber appropriately once delivered. Returns will not be accepted for issues resulting from improper storage or care.
6. Collection of Returns
If the return of goods requires collection, and it is due to a fault or error on our part, we will arrange collection at no cost to you. For non-faulty returns, you are responsible for the cost of returning the items, including any transport or handling charges.
7. Contact Us
If you have any questions about this policy or need to arrange a return or refund, please contact our customer service team:
• Email: sales@welovetimber.co.uk
• Phone: 03300 240172
This Refunds and Returns Policy does not affect your statutory rights under UK law. If you are unsure of your rights or need further clarification, please contact us or refer to the Consumer Rights Act 2015 and Consumer Contracts Regulations.