Refund policy

Bespoke & Custom-Cut Timber Orders

As our products are often made to your exact specifications (specific dimensions, finishes, or selected from a particular plank), they are considered custom goods and are therefore non-returnable and non-refundable unless the item is faulty or not as described in your order confirmation.

Deposit and Payment:

For all bespoke and custom-cut orders, we require a 50% non-refundable deposit to secure the specific timber and begin work. This deposit becomes non-refundable once we have committed materials and/or labour to your project. If you choose to cancel your order after this point, the deposit will be retained to cover these costs.

The remaining 50% balance is due upon completion of the work, prior to shipping or collection.

We strongly recommend you double check all dimensions and specifications before confirming your order, as changes cannot be made once work has begun.

Standard, Non-Custom Products

If you purchase a standard, non-custom item (e.g., a small off-the-shelf product), you have 30 days from the date of delivery to request a return.

  • To be eligible, the item must be in its original, unmodified condition. It must not have been cut, treated, oiled, or otherwise altered.
  • You are responsible for the cost and safe packaging of the return shipping. We recommend using a tracked service.

To start a return, you can contact us at treecyclinguk@outlook.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages, Issues & Incorrect Items

Please inspect your order carefully upon arrival. If your item arrives damaged, has a defect not described in the listing, or is not what you ordered, please contact us within 48 hours at treecyclinguk@outlook.com.

  • Please provide your order number and clear photos of the issue.
  • We will work with you to resolve the problem, which may include a replacement, repair, or a full refund, including any delivery costs.
  • We will cover the cost of returning any faulty or incorrect items.

How to Initiate a Return (for eligible items)

  • Email us at treecyclinguk@outlook.com with your order number and reason for the return.
  • If your return is approved, we will provide you with detailed instructions on how and where to send the package.
  • Items sent back to us without prior approval will not be accepted.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

  • Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed automatically to your original payment method.
  • Please allow 5-10 working days for the refund to appear in your account, depending on your bank or payment provider.

Cancellations

  • Orders for bespoke or custom-cut timber can only be cancelled before work has begun. Once we have started cutting or preparing your timber, the order is non-cancellable.
  • Orders for standard items can be cancelled within 24 hours of placement.