Refund policy
RETURNS & REFUND POLICY
Consumer (B2C) vs. Trade (B2B) Customers
This policy varies depending on whether you are purchasing as a Consumer or a Trade/Business customer.
Consumer (B2C): An individual purchasing products wholly or mainly for personal use and not for use in connection with a trade, business, craft or profession.
Trade (B2B): An individual or entity purchasing products for use in connection with a trade, business, craft or profession.
Consumer Cancellation Rights
Under the Consumer Contracts Regulations 2013, consumers have the right to cancel most standard orders within 14 days of receiving the goods.
To exercise this right, you must notify us by email at info@timbermouldingsdirect.co.uk within 14 days of delivery.
Once you have notified us of your decision to cancel, you have a further 14 days to return the goods to us.
These cancellation rights do not apply to products that are exempt under the Consumer Contracts Regulations, including certain bespoke, made-to-order, personalised or customer-specific products as detailed below.
Trade (B2B) Returns
Trade orders are not covered by the Consumer Contracts Regulations cooling-off period.
Returns of non-faulty goods are accepted solely at our discretion.
Where a Trade return is accepted:
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Original delivery charges will not be refunded.
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Return carriage costs remain the responsibility of the customer.
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A restocking charge may be applied.
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Goods must be returned in a resaleable condition.
Return Conditions
To be eligible for a return:
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Goods must be unused and in their original condition.
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Goods should be returned in their original packaging wherever reasonably possible.
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Proof of purchase must be provided.
Returns that do not meet these conditions may be refused or may be subject to a reduction in refund value where permitted by law.
Return Address
Returns should be sent to:
Timber Mouldings Direct Limited
Victory Works
Penshaw
DH4 7JG
Return Shipping Costs
Unless goods are faulty, damaged, incorrect or not as described:
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Customers are responsible for arranging and paying the cost of returning goods to us.
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We recommend using a tracked and insured delivery service.
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We are not responsible for goods lost or damaged during their return journey.
For oversized products, customers may arrange their own courier or contact us to discuss available collection options. Any collection costs remain the responsibility of the customer unless the goods are faulty or incorrect.
Bespoke & Made-to-Order Products
Products manufactured, machined, cut, planed, profiled, finished or otherwise supplied to a customer's specific requirements may be exempt from cancellation rights under the Consumer Contracts Regulations 2013.
Examples include:
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Cut-to-length products
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Custom-machined timber
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Profile-matched mouldings
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Bespoke mouldings
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Custom-sized MDF products
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Bespoke joinery products
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Made-to-order doors, windows and stair components
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Products supplied with customer-selected finishes applied specifically to order, including pre-primed, painted, stained, lacquered or otherwise specially finished products
Where a customer selects a finish option, the product is processed through our finishing department specifically in response to that order and is no longer held as a standard unfinished stock item.
As these products have been altered from their original stock form and manufactured to the customer's selected specification, they may be exempt from statutory cancellation rights and may not be eligible for cancellation, return or refund once production has commenced, unless they are faulty, damaged or not as described.
If we choose to accept the return of such goods, this will be entirely at our discretion and may be subject to deductions for any reduction in value, handling costs, finishing costs, collection costs or other reasonable costs incurred as a result of the goods having been manufactured or finished specifically for the order.
If you wish to amend a bespoke or made-to-order order, please contact us immediately. We may be able to assist if production has not commenced, however this cannot be guaranteed.
Transit Damage, Missing Items & Incorrect Deliveries
Please inspect your goods as soon as possible following delivery.
Any transit damage, shortages or missing items should be reported within 48 hours of delivery, together with photographic evidence where applicable, to assist us in resolving the matter with our courier.
This requirement does not affect your statutory rights in relation to faulty goods.
Faulty Goods
If goods are faulty, damaged, not fit for purpose or not as described, please contact us as soon as possible.
Where a fault is confirmed, we will provide an appropriate remedy in accordance with your statutory rights, which may include repair, replacement, price reduction or refund.
Where goods are confirmed as faulty, we will arrange collection or reimburse reasonable return shipping costs.
Installation
All goods must be inspected prior to cutting, machining, decorating or installation.
We will not be responsible for third-party labour costs, installation costs or consequential losses where an issue was visible prior to installation and was not reported before work commenced.
Refunds
Once returned goods have been received and inspected:
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We will notify you of the outcome.
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Approved refunds will be processed within 10 working days.
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Refunds will be issued to the original payment method used for purchase.
Delivery Charges
Consumer (B2C) Returns
Where a consumer cancels an entire eligible order within the applicable cancellation period, we will refund:
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The cost of the goods; and
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The cost of our standard outbound delivery service.
Customers remain responsible for the cost of returning goods to us.
Premium delivery upgrades are non-refundable beyond the value of our standard delivery service.
For partial returns, outbound delivery charges will not be refunded.
Where goods are determined to be exempt from cancellation rights under the Consumer Contracts Regulations, including certain bespoke, made-to-order or customer-finished products, no refund of outbound delivery charges will be due unless otherwise required by law.
Trade (B2B) Returns
Outbound delivery charges are non-refundable.
Deductions from Refunds
Consumer Orders
We may reduce a refund where the value of returned goods has been diminished through handling beyond what is reasonably necessary to establish their nature, characteristics and function.
Trade Orders
Accepted non-faulty returns may be subject to a restocking charge.
Refused Deliveries
If a customer refuses delivery of an order:
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Any return carriage charges incurred by us may be deducted from the refund.
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Any reduction in value caused by damage or deterioration may also be deducted where permitted by law.
This provision does not apply where goods are faulty or incorrect.
Non-Returnable Items
We do not accept returns of:
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Bespoke or made-to-order products
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Custom-machined products
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Cut-to-size products
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Profile-matched products
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Products supplied with customer-selected finishes applied specifically to order, including pre-primed, painted, stained or lacquered products
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Personalised products
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Bespoke timber windows and doors
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Gift cards
unless such items are faulty, damaged or not as described.
Arranging a Return
Customers are free to use any courier or transport provider of their choice.
For convenience, comparison websites such as Parcel Monkey, Parcel2Go and Shiply may assist in obtaining delivery quotations for smaller or oversized items.
We do not endorse any particular provider and recommend that customers ensure any service used is suitable for the size, length and value of the goods being returned.
Contact Us
For any queries regarding returns, please contact: