Refund & Returns Policy

We hope you’ll be pleased with your purchase. If you should change your mind and wish to return anything purchased online from us we’ll be happy to refund or exchange the goods within 14 days of collection (A) or 30 days for delivery (B), provided the return is made in accordance with the terms below:

Collected Goods:-

(1A) Any goods collected from UK Timber Merchants Ltd must be returned in the same condition it was purchased in. No damaged goods or special one off discounted goods can be refunded at any point.

(2A) All collected goods must be returned no later than 14 days in order to qualify for a full refund and restocking fees and or handling charges may apply.

(3A) All packaging must be intact and in good condition upon return of the goods i.e full re saleable condition.

(4A) Any returned goods must be checked off by an employee of UK Timber Merchants Ltd upon return of the goods to the depot/site. Failure to follow this process could result in no refund being given or extended refund periods as UK Timber Merchant Ltd ascertains the condition and origin of the goods before processing any returns.

(5A) Any and or all special order goods which have been brought in specifically for the customer are liable to the manufacturer or distributor’s own returns and refund policies. These could include, non return, handling charges, restocking fees & haulage charges and are applicable to any return of special order goods onto of UK Timber Merchants Ltd as well as its own return policies.

(6A) If the customer believes a special order item or goods to be faulty, please do not return the item before contacting UK Timber Merchants Ltd to explain the problem. With regards to a fault, no full or part refunds or replacements can be issued without first establishing any issues with UK Timber Merchants and or the manufacturer or distributor that the faulty product comes from.

(7A) UK Timber Merchants Ltd have a minimum 15% restocking charge on all goods collected from their depot/site to cover stock checking and handling before resale.

(8A) All refunds will be processed on the day the goods have been checked *excluding special order items* and confirmed to be in good re saleable condition but no later than 10 working days. Should UK Timber Merchants Ltd have issue with any returned goods they will contact the customer and options will be discussed these could include but are not limited to:- higher restocking charge, depot/site credit and or no refund at all. *Any refund of a special order item or goods will be processed once UK Timber Merchants have received the refund from the Manufacture or distributor minus as fees which could include but are not limited to:- restocking, handling, haulage.*

Delivered Goods:-

(1B) Customers have a legal right to cancel orders up to 14 days from receipt of the goods, with the exception of any specially ordered non stock and non-refundable items. If unsure if the item is non stock and or non-refundable, please contact us on info@UKTimberMerchants.co.uk or call on 020 4600 5318 to find out. Please note certain charges i.e. restocking, transport, handling and or non return policies could apply.

(2B) In the event that the goods have been dispatched before an order is cancelled the products must been returned to UK Timber Merchants Ltd or the manufacturer / distributor at the customers own cost and risk.

(3B) The goods must not be unpacked and be sent back in the same condition as they were received. Once UK Timber Merchants Ltd has been informed of the customers intention to return products, the goods must be received at the point of dispatch within 7 working days.

(4B) All items must be returned along with their original packaging and with sufficient protection to avoid damage occurring in transit. The customer is fully responsible for the goods in transit and any damage. Taking several photographs of the condition of the goods before returning them via secure carrier will help protect against damage in transit and assist with any claims should they arise. All goods being returned must be sent by secure carrier with condition and receipt signed for.

(5B) In the event that the goods were sent direct from a manufacturer or distributor, the customer must first make UK Timber Merchants Ltd aware that they wish to return the goods within 5 working days of POD. Before any returns can or will be processed UK Timber Merchants will speak with the manufacturer and or distributor to confirm their returns policies which may include and are not limited to:- Non returns policies, re-stocking charges, handling charges & haulage/transport charges. Any returns must be made back to the dispatching depot once agreed by UK Timber Merchants Ltd and must be sent back in the same condition it was received in including all packaging.

(6B) If the customer believes an order or part of an order to be faulty, please do not return the item before contacting UK Timber Merchants Ltd to explain the problem. With regards to a fault, no full or part refunds or replacements can be issued without first establishing any issues with UK Timber Merchants and or the manufacturer/distributor that the faulty product comes from.

(7B) Once goods have been received by UK Timber Merchants Ltd in a resalable condition, refunds will be processed within 10 working days of the confirmation of the return. Refunds on goods returned directly to manufacturers and or distributor can be subject to longer processing periods. Only when UK Timber Merchants Ltd have received the refund from the manufacturer or distributor will the refund will be processed back to the customer and refund charges deducted.

(8B) Delivery is non-refundable and collection/return of each product or individual order is subject to a minimum of £75.00 + VAT  depending on the order. Plus a re-stocking charge of a minimum of 15% will also apply. The initial delivery charge paid at the checkout is lost and will not be refunded. Any and all amendments to the delivery or the delivery address, once the goods have left the warehouse, may result in additional fees, i.e. redirection to a different location rather than the one provided at the time of the order; rescheduled delivery if rescheduled once the driver is already on the way; delivery that can not be completed due to accessibility will be classed as a wasted journey; refused delivery, except if the goods are faulty or not the ones ordered;  excessive time driver is held on site will also be charged on a per hour basis.

All charges are individual and based on location, size of the lorry, size of the order, time spent on site etc. These charges and or fee’s are based on a case by case basis so should you have any questions please contact us on on 020 4600 5318 or info@uktimbermerchants.co.uk

UK Timber Merchants Ltd will not be held responsible for any items ordered incorrectly by the customer and no refund’s can or will be given in any instance where the manufacture or distributor will not refund the goods themselves.