Refund, Returns & Complaints Policy

Refund, Returns & Complaints Policy

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

If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. The cost of returns postage/delivery must be covered by the customer.

It should always be remembered that timber is a natural product and as such each piece is unique. Where we use generic images on the website, these are only indicative of the item you will receive. There may be some variation in the size and colour of the timber.

Timber is also susceptible to movement and weathering as it seasons. It is not uncommon for small splits (called ‘shakes’) to occur in timber when it dries, and for warping when timber is allowed to dry too quickly. These will normally change back when humidity rises. All of this is natural and should not be considered a fault.

Return Requirements:

A valid purchase receipt must be provided.

Goods must be in original condition (timber should not be cut or altered in any way). We do not offer refunds on certain items, please see list below.

Refunds will be processed within 14 working days and all payments will be credited against the original card holder’s payment details where possible.

We do not offer refunds on the following products:

  • Perishables and other items that may deteriorate with short shelf life
  • Powders (Post mix / Cement etc.)
  • Chemicals
  • Paint
  • Timber finishes and adhesives (eg. oils, waxes, glues etc.)
  • Timber machined to your specification
  • Cut to size items
  • Special orders (Specials are products that are not stocked by our company and have been purchased specifically for your order)

Due to the nature of these goods, unless they are faulty, we are unable to offer a refund or exchange.

Our Refund, Returns & Complaints Policy does not affect, and is in addition to, your statutory rights.



We take pride in how we produce our timber products & our customer service. If you need to make a formal compliant please follow the below instructions.

Please email us at with the following details:

  • Name
  • Contact Phone Number
  • Order Number
  • Nature of Complaint
  • If the complaint is regarding our Grown in Britain certification or product, please provide details and any evidence to support the complaint.

Our management team take any complaints seriously and will respond within 2 working days. Our aim is to make sure all complaints are resolved to a satisfactory level.