Returns & Exchanges

• Items must be returned within 14 calendar days of delivery.
• Products must be unused, in their original condition, and packaging (e.g., uncut timber, unopened treated lumber).
• Custom-cut or made-to-order items (e.g., bespoke oak beams, specific length dowels) are non-returnable unless defective.
• Damaged or weathered items due to improper storage or handling are ineligible for return.

• Step 1: Contact our customer service team at Smith7QQ@outlook.com or +44 7401 705617 to request a Return Authorization Number (RAN). Include your order number, product details, and reason for return.
• Step 2: Package the item securely to prevent damage during transit. Clearly mark the RAN on the outer packaging.
• Step 3: Ship the item to:
  Returns Department
  Smith and Timber Ltd
  6-7 Shripney Road, Godsmith House
  Bognor Regis, PO22 9NH, GB
• Note: You are responsible for return shipping costs unless the item is defective or we shipped the wrong product. We recommend using a trackable courier service, as we are not liable for lost returns.

• Once we receive and inspect the returned item (typically within 3–5 business days), we will process your refund to the original payment method.
• Refunds include the product price but exclude original shipping costs (unless the return is due to our error).
• Allow 5–7 business days for the refund to appear in your account, depending on your bank or payment provider.

• To exchange an item (e.g., for a different length or wood type), follow the return process and specify your exchange request when obtaining a RAN.
• Exchanges are subject to product availability. If the desired item is out of stock, we will offer a refund or backorder the product.
• Price differences will be charged or refunded accordingly (e.g., upgrading from pine to oak will incur additional costs).

• If you receive a defective item (e.g., warped boards, cracks in untreated timber), notify us within 48 hours of delivery with photos of the damage.
• We will arrange a free return and either send a replacement, issue a full refund, or offer store credit at your discretion.

• Custom-cut timber, made-to-measure beams, or personalized products.
• Products damaged by improper installation, weather, or misuse.
• Treated timber that has been exposed to moisture or chemicals post-purchase.