Cancellation and Refunds

Cancellations

 We observe the terms of the Consumer Protection (Distance Selling) Regulations 2000 (Distance Selling Regulations). However, for the avoidance of doubt cancellation rights are not applicable to any bespoke work or made to order goods.

If you are dealing as a consumer you will be entitled to cancel the contract within seven working days after receiving the goods. If you intend to cancel the contract you must inform us in writing that you intend to do so. If the contract is cancelled, you will be responsible for returning the goods to us (together with the original packaging) at your own expense. You are under a statutory duty to take reasonable care of the goods throughout the period of cancellation and return the goods in the same state as received.

Returns and Refunds Policy

If any product is delivered in error through the fault of Hartwood Timber we will collect the incorrect item and replace them with the correct item as soon as possible.

In the event that the customer falls outside the scope of the Distance Selling Regulations (dealing as a business or ordering bespoke goods), replacing items if incorrect due to an error made by the customer is left to the absolute discretion of Hartwood Timber. If it is agreed to replace a product/s, the customer will be charged a full collection & re-delivery fee and minimum restock fee of 15%, and not more than 25%, of the price of goods.

Goods must be returned to Hartwood Timber in their original packaging and received in the same perfect condition as at date of dispatch from the Company’s warehouse. Any credit will be determined following examination of the goods on their return.

We will always endeavor to deliver goods on time, as specified when ordering. However, under no circumstances will we give a refund if your delivery is late for any reason. All delivered goods must be signed for as ‘UNCHECKED’ at the time of delivery. Deliveries must be thoroughly inspected immediately and any defects, damage or shortfalls must be reported to Hartwood Timber within 24 hours of the delivery. After this period, we cannot claim compensation from our couriers, so we cannot compensate you. After 24hrs of receipt of delivery Hartwood Timber will not be held responsible for damaged or unsatisfactory goods.

We do not provide any form of compensation if your item is delivered damaged. If damaged and not satisfactory for use, we will replace them at the earliest possible convenient date.

We are not responsible for any losses incurred for late delivery.