Refund policy
Refunds & Returns Policy
1. Introduction
At Duffield Timber, we strive to ensure customer satisfaction with every purchase. If you are not completely happy with your order, please review our refund and return policy below.
2. Eligibility for Returns
To be eligible for a return, the item must be:
- Unused and in the same condition that you received it.
- In its original packaging.
- Returned within 5 days of delivery.
- Accompanied by proof of purchase.
Consumable and perishable goods - such as Lava Logs - may not be eligible for return.
3. Return Process
To initiate a return, please contact our customer service team at sales@duffieldtimber.com with your order details. Once your return is approved, we will provide instructions on how to send your item back to us.
4. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed to the original payment method within 5 business days. Shipping costs are non-refundable unless the return is due to an error on our part or a defective product.
5. Exchanges
If you received a defective or damaged item, we will replace it at no extra cost. Please contact us within 3 days of receiving your order to arrange an exchange.
6. Late or Missing Refunds
If you haven’t received a refund yet, please check with your bank or payment provider, as processing times may vary. If you still have not received your refund, contact us at sales@duffieldtimber.com.
7. Shipping Returns
Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
8. Changes to This Policy
We reserve the right to update or modify this refund policy at any time. Any changes will be posted on this page.
For any questions regarding our Refunds & Returns Policy, please contact us at sales@duffieldtimber.com / 01765 640 564