At Wilson Hardwoods Co, we want you to be happy with your purchase. If you need to return an item, please contact us and we will be happy to assist you through the returns process.

Returns

For standard, non-bespoke products, you have the right to cancel your order and notify us that you wish to make a return within 14 days of receiving your goods, in accordance with applicable UK consumer law.

Once you have notified us of your return, the goods should be returned to us within 14 days.

To initiate a return, please contact us before sending the item back so that we can provide the appropriate return instructions.

Condition of Returned Items

Returned items must:

• Be unused and in their original condition.
• Be returned in the original packaging where reasonably possible, or in suitable equivalent packaging that provides adequate protection during transit.
• Be securely packaged to minimise the risk of damage during the return journey.

You are responsible for taking reasonable care of the goods while they are in your possession. We reserve the right to make an appropriate deduction from the refund if an item has been used, altered, damaged or handled beyond what would reasonably be necessary to inspect it.

Return Postage

Unless the item is faulty, damaged, incorrect or otherwise not as described, the customer is responsible for the cost of return postage.

We strongly recommend using an appropriately insured and tracked delivery service, particularly for larger or higher-value items. The customer is responsible for the returned goods until they are received by us.

We are happy to assist with arranging or advising on suitable return delivery options. Please contact us if you require assistance.

Bespoke, Cut-to-Size & Custom-Made Products

Many of our timber products can be cut, machined or prepared specifically to a customer’s requirements.

Products that have been made to your specifications, cut to a bespoke size, personalised or otherwise specially prepared for you may not be eligible for cancellation or return simply because you have changed your mind.

This does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incorrect or materially different from its description, please contact us as soon as reasonably possible.

Please provide your order details and, where appropriate, photographs showing the issue and the packaging. We will work with you to resolve the matter and, where applicable, arrange a replacement, refund or return at no additional cost to you.

Please do not dispose of a damaged item or its packaging until we have advised you to do so, as photographs or the original packaging may be required for a courier claim.

Natural Timber Characteristics

Please be aware that timber is a natural material. Colour, grain pattern, figure, texture and other natural characteristics can vary from piece to piece.

Natural variation that is reasonably expected for the timber species supplied will not normally be considered a fault. Product photographs should therefore be treated as representative unless the listing specifically states that the photograph shows the exact piece being purchased.

Natural movement may also occur as timber responds to changes in temperature and humidity. This does not affect your statutory rights where goods are genuinely faulty or not as described.

Refunds

Once a returned item has been received and inspected, we will process any refund due to you.

Where you exercise your statutory right to cancel an eligible order, refunds will be made in accordance with applicable UK consumer law, including any standard outbound delivery charges that we are legally required to refund.

If you selected a more expensive delivery service than our standard delivery option, any additional delivery cost may not be refundable.

Refunds will normally be made using the original payment method.

Exchanges

If you would prefer an exchange or replacement rather than a refund, please contact us. Where possible, we will be happy to assist.

Contact Us

If you have any questions regarding a return, refund or your order, please contact Wilson Hardwoods Co before returning the goods.

We aim to deal with any issues fairly and as quickly as possible.

Nothing in this Returns & Refunds Policy affects your statutory rights.