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Returns and Refund Policy

Products No Long Required

If you would like to return a product that you purchased from Timco Wood, you must complete our returns form. Before you can proceed, you must agree with the following points:

1. You have the right to return goods at any time up to 14 days from the day after delivery.

2. You need to make your own arrangements to send the products back to us at your own cost, unused and undamaged in their original condition. N.B. 'original condition' means that goods must arrive to us without breakages, scratches or marks. This includes watermarks, fascia damage, dirty or soiled etc.

3. You have a duty of care while the goods are in your possession and it is your responsibility until the goods have been received on Timco Wood's premises.

4. For returns to be correctly processed and refunded, you must complete the returns form and clearly attach the returns label to the outside of the goods. For more details, please email returns@timcowood.com.

5. For non-defective goods returned by the customer to the company, the company will refund the price paid minus a re-stocking administration fee of 25% of the value of the goods.

6. Delivery and credit card charges are non refundable.

7. Any customised items/orders are not returnable.

Where all the above points are adhered to, we will raise a refund within 10 working days of the goods being returned to our premises. Please be aware that returns will only be processed if the aforementioned conditions are met. If goods do not arrive to us in what is deemed to be their original condition and in an acceptable state customers have the choice of whether to allow us to dispose of the goods by ourselves. Alternatively goods will remain at our premises for seven days to allow for collection. After seven days goods will be disposed of by ourselves automatically.

Damaged Products

Once the goods are received it is very important that you check the product for damages at the time of delivery. Whilst every effort is made to ensure the goods are received in good condition, we cannot be held liable for any goods that are reported damaged once the delivery has been signed for.

As we are unable to account for problems that may occur in transit, please follow these simple steps to help ensure that the delivery process is as easy as possible.

Upon receipt of your delivery (in the presence of the driver) and prior to signing for the goods:

• Check the content of goods received including quantity, colour etc is correct in accordance with the driver or courier's delivery sheet.
• Ensure that the package is checked and if any part appears damaged or torn the delivery must be signed for as damaged on the driver or courier's delivery sheet.
• Inspect the item - to the best of your ability - whilst packaged, ideally unpack and check the item thoroughly.

In the case of damage and/or shortage of delivery; details including quantity, nature of the damaged must be endorsed on the Carrier’s delivery note and a notice must be given in writing specifying full particulars of the damage and/or shortage and is received by us within 24 hours after delivery of the Goods. Failure to do so may result in the material being replaced at your cost. In the case of Goods lost in transit; a notice in writing of the non-delivery of Goods is received by us within 48 hours after the agreed delivery date.

Subject to your compliance with the above and our agreement with any alleged damage or shortages, we will exchange the product or provide you with a full refund. Notification of any damage must be made at the time of delivery. We reserve the right to inspect all returned products prior to agreeing to any part refund, full refund or product exchange.

Faulty Products

In the unlikely event that a delivered product is faulty, we will exchange the product or provide you with a full refund. Notification of any defect must be made at the time of delivery. We reserve the right to inspect all returned products prior to agreeing to any part refund, full refund or product exchange. All refunds will be made to the account/card used to purchase the product.

Contact

In the unlikely event that you wish to contact us regarding a damaged, faulty or no longer required product then email us at returns@timcowood.com, or alternatively write to:

Returns Department
Timco Wood UK Ltd
Unit 4 Senate Place
Whitworth Road
Stevenage SG1 4QS

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