Cancelling before dispatch
If your order has not yet been dispatched you can cancel it within the window shown above, and we will refund you in full. The quickest way is to open My Orders and cancel from there. If the option is no longer shown, the order has already gone for dispatch.
After dispatch
Once goods have left us we cannot cancel the order, because timber is dispatched by road transport and is often loaded together with other consignments. You can still refuse the delivery or arrange a return within the return window shown above, but the cost of transport both ways is deducted from your refund.
If something arrives damaged, short or incorrect
Please check your goods when they are delivered. If anything is damaged, missing or not what you ordered, tell us within 48 hours of delivery with photographs of the item and, where relevant, of the packaging. We will collect it at our own cost and either replace it or refund you in full, whichever you prefer.
Please do not begin cutting, planing, finishing or installing an item you intend to return. Once timber has been worked it can no longer be returned.
Condition of returned goods
To be accepted, a returned item must be unused, unworked, and in the condition it arrived in. Where an item came in packaging, please return it in that packaging if you still have it.
How the money comes back
Approved refunds are returned by the method you paid with. A payment made by card, UPI or net banking goes back to the same card or account through our payment gateway. Where you paid cash on delivery we will ask for your bank details and transfer the amount, because there is no card to return it to.
Once we release a refund, how quickly it appears depends on your bank as well as on us.
Delivery charges on a refund
Where a return is our fault, because an item was damaged, short or incorrect, we bear all transport costs. Where you have simply changed your mind, transport costs are deducted from the refund.