Returns & Cancellations
Introduction:We strive to provide quality products and service. However, we understand there may be occasions when you need to cancel an order or return items. This policy outlines the conditions for cancellations, returns, and refunds in line with UK consumer law.
1. Order Cancellation (Change of Mind)
Before Dispatch:If you wish to cancel your order, please contact us as soon as possible. Orders canceled before they have been dispatched will be refunded in full, including any standard delivery charges.
After Dispatch/Delivery:If your order has already left our warehouse or been delivered, you may still cancel it. However, you must return the products to us at your own cost (see Returns below for details on how to return goods).
14-Day Cooling-Off (Consumers Only):For retail customers purchasing for personal use (not business), you have a legal right to cancel your order within 14 days from the day you receive the goods. If you exercise this right:
You must inform us within 14 calendar days of delivery.
We will provide a full refund for the products and the initial standard delivery charge (if applicable).
You are responsible for returning the goods to us in their original condition. We can assist with collection (see Returns for costs), or you may send them back yourself.
Business Customers:If you are purchasing as a business or trade customer, the 14-day cooling-off period does not apply. Order cancellations or returns from business customers are handled at our discretion. If a return is accepted, restocking/handling fees may apply.
2. Returns (Change of Mind)
Return Window: We accept returns of stock items within 14 days of delivery for retail consumers.
For trade customers, discretionary returns may be accepted up to 30 days, subject to restocking and handling fees.
Condition of Goods:To qualify for a return, the items must be in resalable condition:
Unused and Unopened – Products should be unused and not show signs of installation or use.
Original Packaging – Items should be in their original packaging with all parts, manuals, and accessories included.
No Damage – Items that are damaged, altered, or not in their original condition may be refused or subject to deductions.
How to Return:You may send the items back at your own cost or request our collection service.
Returns must be sent promptly once confirmed. We ask that you return items within 7 working days of receiving return authorization.
You are responsible for securely packaging items for transit. We recommend using a tracked, signed-for delivery service.
Return Shipping Costs:Customers are responsible for return transportation costs unless the return is due to our fault.
We can arrange collection upon request, with a minimum charge of £45 + VAT per order (based on order size and location). The collection cost will be deducted from your refund.
Restocking Fees:A standard 15% restocking fee applies for non-faulty returns.
FSC-certified items are subject to a 50% restocking charge due to EU supply chain restrictions.
Refund of Original Delivery:The original delivery charge is non-refundable, except when an entire order is canceled under the 14-day cooling-off period.
If only part of your order is returned, the initial delivery fee will not be refunded.
3. Non-Returnable Items
Certain products cannot be returned unless they are faulty or supplied in error. These include:
Made-to-Order Products – Custom-made, cut-to-size, or bespoke items.
Special Order & Non-Stock Items – Products sourced specifically for your order.
Perishable or Time-Sensitive Goods – E.g., bagged cement, plasters, adhesives.
Hygiene/Chemical Products – Items that cannot be resold once opened.
Mixed or Installed Materials – E.g., mixed paints, installed flooring.
If an item is marked as non-returnable on our website or in your order confirmation, change-of-mind returns will not be accepted.
4. Faulty, Damaged, or Incorrect Items
If you receive a damaged, defective, or incorrect product, please report it within 48 hours of delivery.
Faulty Products:Within 30 Days – You are entitled to a full refund or replacement.
Within 6 Months – If repair/replacement is not possible, you are entitled to a full refund.
After 6 Months – Claims may be covered by the manufacturer’s warranty.
Incorrect or Damaged Delivery:We may request photos of the issue to assist with claims.
We will arrange a free collection or provide a prepaid return label.
You will not be charged return collection or restocking fees for incorrect or damaged goods.
5. Refund Processing
Refunds will be issued to the original payment method.
Returns are processed within 14 days from the date we receive the goods.
If applicable, restocking or collection fees will be deducted from the refund.
We will notify you once your refund has been processed.
6. How to Initiate a Return or Cancellation
To cancel an order or initiate a return, contact our Customer Service team at 02039610494 or Sales@londontimbersupplies.co.uk with your order number and reason for return.
7. Legal Rights
This policy does not affect your statutory rights under UK law. If you have any questions, please contact us, and we will do our best to assist you.