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Returns Policy


At Simply Timber, we aim to provide high-quality products and fair returns procedures in accordance with UK consumer law.

This Returns Policy should be read alongside our Terms & Conditions.

Consumer Returns

If you are purchasing as a consumer, you may have rights under the Consumer Contracts Regulations 2013.

Eligible standard stocked items may be returned within 14 days of receiving the goods.

To be eligible for a return:

  • goods must be unused;
  • goods must be in resalable condition;
  • goods must not have been installed, cut, machined, treated, or altered.

Customers are responsible for return shipping costs unless goods are faulty, damaged, or incorrectly supplied.

Non-Returnable Items

The following items are non-returnable unless faulty:

  • cut-to-size products;
  • bespoke or made-to-order products;
  • special-order items;
  • products prepared specifically for the customer.

Due to the natural characteristics of timber products, variations in grain, colour, knots, moisture content, texture, warping, shrinkage, sap, and surface finish are not considered defects.

Damaged, Incorrect, or Missing Goods

Customers must inspect goods upon delivery.

Any shortages, damages, or incorrect goods must be reported within 48 hours of delivery.

Photographic evidence may be required to support claims.

Failure to report issues within this timeframe may affect eligibility for replacement or refund.

Refunds

Refunds are processed after inspection of returned goods.

We reserve the right to reduce refunds where returned goods show signs of:

  • use;
  • damage;
  • machining or cutting;
  • weather exposure;
  • staining;
  • treatment; or
  • handling beyond what is necessary to inspect the goods.

Original delivery charges may be non-refundable where permitted by law.

Refunds are typically processed within 14 days of receiving returned goods.

Business Customers

Orders placed in the course of business are non-cancellable and non-returnable unless agreed otherwise in writing.

Substruo Limited may, at its sole discretion, accept discretionary returns from business customers subject to a handling and restocking charge.

How to Arrange a Return

Please contact us before returning any goods.

Simply Timber

A trading name of Substruo Limited

Email: hello@simplytimber.co.uk

Website: www.simplytimber.co.uk