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Returns and Refunds

Timberline Returns and Refunds Policy

Thank you for shopping at the Timberline online shop at shop.exotichardwoods.co.uk. We very much hope that you will be pleased with the items you buy. Should it prove necessary to return any of the goods you have purchased from us then our returns and refunds policy is detailed below.

Return of unwanted goods

Please advise us prior to returning a consignment by email to info@exotichardwoods.co.uk or by letter to the address below.

You can advise us that you wish to return an unwanted item up to 14 days from the day it was delivered.

Please pack the item well. We need it to arrive in an unused and saleable condition and with manufacturers packaging intact and within 14 days of telling us that you are returning it.

We will refund to your credit card or the original method of payment within 7 days of the arrival of the item with us in the condition as stated above. This credit may take a few extra days to arrive in your account depending on the card issuer’s policies.

The cost of shipping the item back to us is not refundable. However the original delivery cost to you at the basic rate will be refunded. Unfortunately premium delivery rates cannot be refunded.

If the returned item was part of a larger consignment the delivery cost allowed for refund purposes will be a fair proportion of the total delivery cost for the consignment.

Return of damaged or faulty goods

Or goods that do not fairly match the description of them in the online shop.

Please advise us prior to returning a consignment by email to info@exotichardwoods.co.uk or by letter to the address below.

You can advise us up to 14 days from the delivery date of an item of any damage or faults and that you wish to return it. If possible please email photos of any damage stating what the fault is or for what reason you are unhappy with the product.

We will then give you the option of a replacement of the item (where possible) or a refund of your payment, and request the return of the item if economical. We ask that you advise us of the cost of retuning the item before you send it.

Please pack the item well. We need it to arrive in good condition within 14 days of your advising that you wish to return it.

Once the item is received the replacement item will be sent out with minimum delay. If a refund has been requested we will refund to your credit card or the original method of payment within 7 days. This credit may take a few extra days to arrive in your account depending on the card issuer’s policies.

We will be responsible for the shipping costs of returning your item. We will also be responsible for the initial delivery cost to you at the basic rate. Unfortunately premium delivery rates cannot be refunded and may be deducted from your refund.

If the returned item was part of a larger consignment the delivery cost allowed for refund purposes will be a fair proportion of the total delivery cost for the consignment.

Please return goods to this address:

Timberline
Unit 7
Munday Industrial Estate
58-66 Morley Road
Tonbridge
TN9 1RA

Tel: +44 (0) 01732 355626

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