Returns & policies

What happens if it is not right

Timber is heavy and awkward to send back, so the honest answer is that we would rather sort a problem than process a return. Tell us what has gone wrong and we will deal with it on our next delivery to you.

Unused stock in its original condition can go back within 30 days. Talk to us before you send anything — a courier return often costs more than the goods.

Start a return Delivery

Damaged on delivery

Tell us within 48 hours, with a photo if you can. We replace it on our next delivery to you rather than asking you to send the damaged item back first.

You do not need to refuse the whole delivery over one broken board — take the rest and tell us what to replace.

How a return works

Four steps, no forms

There is no returns portal and no RMA number to chase. It is a phone call or an email.

Tell us before you send anything Message us with your order number and what you want to return. If we can solve it another way — a replacement, a part refund, a swap on the next delivery — we will offer that first.

We book the collection For anything of any size we arrange the vehicle. Sending pallets of timber by courier at your own cost is rarely worth doing and we would rather you did not.

It is checked on arrival Unused and in original condition means it can go back into stock. Timber that has been cut, fixed, painted or left out in the rain cannot.

Refund goes back the way it came Onto the original payment method once the goods are back with us, normally within a few working days of arrival.

Quick answers

The things people ask us most — you might not need to message at all.

How long do I have?

30 days from delivery for unused stock in original condition. That is longer than the 14 days distance selling rules require, and it starts from the day the goods arrive rather than the day you ordered.

What cannot be returned?

Cut-to-size and made-to-order items, unless they are faulty or we cut them wrong. Once timber has been cut to your measurements it cannot go back into stock.

Who pays for the return?

If the item is faulty, wrongly supplied or damaged in transit, we do. If you have simply changed your mind, the collection cost comes out of the refund — we will tell you what that is before we book it.

Something arrived damaged. What now?

Tell us within 48 hours with a photo. We replace it on our next delivery to you. Do not refuse the entire delivery over one item — keep the rest and we will sort the difference.

Part of my order is missing.

Check the delivery note first, as large orders sometimes come in two deliveries. If it is genuinely short, tell us and we will get the balance out on our next delivery to you.

How do I cancel before it is delivered?

Ring us as early as you can. If it has not yet been picked and loaded we can cancel it outright with a full refund. Once it is on a vehicle it becomes a return.