Refund & Returns Policy

Hopefully you will not need to return an item but should the need arise it is our aim to make the process as smooth as possible for you. By referring to the guidance below you should find the answer to all relevant questions, your Statutory rights are not affected by this guidance.

If you need further information please call your nearest branch found in the Our Branches page.

 To start return contact  us by email at

Returns and Cancelled

Returns and cancelled orders within 14 days may be subject to a 25% re-stocking charge and any other carriage/collection charges that may be incurred. Returns of special order items are not possible and will be subject to manufacturers stance on this. This is at Timber Now’s discretion and if applicable will provide full details and warning before confirming any returns or cancelled orders. 

Goods not in a resealable condition, damaged or not in original packaging will be refused. We do not offer a collection facility so please make arrangements for return.

Please contact us for a list of items which are not available for return because they are considered specialised or “picked to order”. 

Returns outside the 14-day period will not be accepted.


Faulty Goods

We will exchange or provide a full refund for faulty goods providing we have been made aware of the fault within 30 days and proof of purchase can be supplied. Please return relevant goods directly to the branch you purchased them from for the quickest response. Alternatively call the team at the same branch to arrange collection for bulkier items. In some instances we may make a pre-arranged site visit to identify the issue and agree the most effective way to transport goods.

Unwanted Goods

When ‘stocked’ goods are no longer wanted, providing they are in full re saleable condition and returned to the branch of purchase, with a receipt and within 30 days of purchase we will offer a full refund. The Branch Manager or their Deputy will determine whether goods are re sellable prior to agreeing any refund and this decision will be final. Please note that in cases where a direct to site delivery has been made by a third party supplier / manufacturer, these products are not deemed to be ‘stocked’ products and cannot be returned.

If ‘stocked’ goods require collection then to cover the costs of carriage and handling we will levy a 10% collection charge (or £50 minimum). We will agree a date for collection within seven days of notification providing the goods are available within our published branch delivery areas.


Please advise your delivering branch by telephone of any cancellations or by emailing  at . In all cases it will be quicker to go directly to your delivering branch.


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