Cancellation Policy
If a Customer would like to cancel their order due to any reason a written Cancellation Notice must be received by Email only. A cancellation notice submitted over the phone or via our online chat messenger cannot be accepted as a valid notice. A cancellation Notice should be emailed to us from the same email address which was used to place your original order containing our Order Number and your Full Name so we can identify your order and handle your instructions efficiently.
Products Delivered from UK Stock
Customer can cancel order any time after the order is placed but not later than 24 hours prior to dispatch from our UK Distribution Centre without any extra charge with a full refund including product cost and local delivery cost.
If Customer would like to cancel order later than 24 hours prior to dispatch or when order already dispatched Garden Timber Online can cancel order, however the delivery charge + 20% restocking fee will be deducted. The balance will be refunded back to Customer’s debit/credit card or to the bank account as per instructions within 48 hours after we receive Cancellation Notice.
Custom Made Products / Special Order Products delivered from mainland Europe or NON-EU locations
Cancellation not later than 24 hours prior to dispatch / start production: Customer can cancel order in full or its part / products, prior to Special Order Products / Made to Measure products / Custom Made products / Special Delivery from Overseas (EU or non-EU suppliers) not later than 24 hours prior to dispatch from overseas warehouse / start production of your Custom Made / Made to Measure / Special Order products without any extra charge with a full refund including product cost and local delivery cost.
Cancellation later than 24 hours prior to dispatch / start production: If Customer would like to cancel order later than 24 hours prior to dispatch from overseas warehouse or after Custom Made / Made to Measure order has started production / Collection from non UK warehouse or when order is already dispatched from our overseas location Garden Timber Online can cancel order, however between 30 % and up to 60 % of the order value will be deducted to compensate our handling / production / delivery costs for your order. Balance will be refunded back to Customer’s debit / credit card or to the bank account as per instructions within 48 hours after we receive Cancellation Notice.
Returns Policy
If you are not happy with products we delivered and would like to return them you can always do so to our Woking Distribution Centre, however any products returned to us should arrive to us in their original packaging / shape and state. We can issue a full refund for products you don’t like and returned to us within 48 hours.
If you would like to return large and bulky items to us which cannot be returned by a courier or if your location is remote from our Woking Distribution Centre we can arrange a collection, however during the busy Spring and Summer periods we can only do collections if we have available vehicle suitable to collect your large and bulky product, however we always try to arrange collections ASAP.
Cost of the return: usually cost of the refund equals to delivery cost you originally paid to get your products delivered. Where applicable it will be deducted out of the total amount of your order or it will have to be paid separately at the time arranging your refund.
Good Return timing: Our standard return policy of products you don’t like and would like to return – 14 days after your order delivery. However many products we sell qualify as perishable goods and cannot be returned after delivery.
Perishable goods: due to the nature of some products we sell (i.e. garden plants and trees) qualify as perishable goods therefore cannot be returned to us after delivery due to removal of transport packaging when opened and due to stress during transportation leading to loss of shape and original quality.
Return of Special Order / Made to Measure products: you cannot return Special Order / Made to Measure products to us as soon as delivered. Many product lines we sell delivered to a specific customer’s requirements, sizes from our overseas locations and specifically to Customer’s order. Most products delivered from our overseas locations to your special order cannot be returned or shipped back unless you will arrange its postage back to its original overseas location at your cost and subject to product arrive to our supplier in its original shape and form.
Please consider when placing a custom order, those products cannot be returned to us if your circumstances change or you do not like them for any reason. At the time of ordering, please refer to our web site product description and photo gallery for detailed product specification or if your order is very specific you can always ask us to provide detailed photographs of the product prior to placing your order.
Exchange Policy
If you don’t like the products you received or you find it is not fit for purpose we are always here to suggest correct alternatives. We can exchange the product which is not fit for purpose with another one from our web site or catalogue. We are confident our range of products can satisfy any customer and we always can recommend a suitable option for you.
Usually if we agree to a replacement for the customer there is little to no replacement cost, however customer should pay the cost of local delivery / collection.
Products which are not required / ordered incorrectly
Any unused products that are un-wanted may be returned in its original condition for a refund within 14 days of receipt. The right to return does not apply to cut to size or made to measure products delivered to or to special order and specification from overseas.
The refund to be claimed is limited to the cost of the product and does not include the cost of local UK delivery.
Damaged or Faulty Products
If you received damaged / defected or faulty products prom us – we are always happy to replace them for you free of charge.
All received products must be checked upon arrival for defects, damage or unsuitability. We are unable to refund any payment if the goods have been fitted / planted prior to discovering a fault / damage / incorrect specification. Commencing fitting / planting / installation work will be considered acceptance of the condition of the received goods.
All damages or shortages must submitted by email within 48 hours of receipt to ensure the best outcome for all parties and enable us to make a claim from the couriers.
Please contact 0203 1375 159 and send us a detailed description of the damaged / defected products you received including detailed photographic report, your order number and full name so we can handle this matter efficiently.