Refund policy

Cancelling an order

If you are buying as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive your goods to cancel the order, without giving a reason. You then have a further 14 days to return them to us.

To cancel, tell us before you send anything back. Email everythingtimberltd@gmail.com with your order number and what you want to cancel. You can use the model cancellation form at the end of this policy, but you do not have to.

Our 30 day returns window

We go further than the statutory minimum. Unused stock in its original condition can come back within 30 days of delivery.

Talk to us before you send anything. Timber and concrete are heavy and awkward to move, and a courier return often costs more than the goods are worth. In most cases we can sort the problem another way — a replacement on our next delivery to you, a part refund, or a swap.

What we cannot take back

Some items are exempt from the statutory cancellation right and from our returns window:

• Cut to size, bespoke or made to order goods. Anything cut, machined or made to your measurements is personalised to you and cannot be resold, so it cannot be returned unless it is faulty or not as described.
• Goods that have been used, installed, fixed, painted, stained or otherwise altered.
• Goods damaged after delivery by weather, storage or handling on your side.

None of this affects your rights under the Consumer Rights Act 2015 if goods are faulty, not as described, or not fit for purpose.

Damaged or wrong on delivery

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

You do not need to refuse a whole delivery over one broken board. Take the rest and tell us what needs replacing.

Condition of returned goods

Goods must come back in the condition they arrived in, with any strapping, banding or packaging intact where possible. We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to check the goods — the same handling you would reasonably do in a shop.

Return costs

If you are cancelling under your statutory right or returning unwanted goods under our 30 day window, you pay the cost of returning them. Given the weight of what we sell, that cost can be significant, which is why we ask you to speak to us first.

If the goods are faulty, damaged in transit, or not what you ordered, we cover the cost of putting it right. You will not be out of pocket.

Refunds

Once we have received the goods back, or you have supplied evidence that you have sent them, we will refund you within 14 days. Refunds go to the original payment method. We do not charge a restocking fee.

Where you cancel a whole order under your statutory right, we refund the standard delivery charge you paid. If you chose a more expensive delivery option than our standard one, we refund the standard rate rather than the premium.

Model cancellation form

You may use this wording, but you are not obliged to:

To everythingTimber, 16 Europa Avenue, West Bromwich, B70 6TL, everythingtimberltd@gmail.com:

I hereby give notice that I cancel my contract of sale for the following goods: [describe the goods]. Ordered on / received on: [date]. Name: [your name]. Address: [your address]. Date: [date].

Questions

Email everythingtimberltd@gmail.com and tell us the order number and what has gone wrong. There is no returns portal and no reference number to chase.