Refunds & Returns Policy

At AHB Timber, we take pride in supplying high-quality timber products and ensuring every order is prepared and delivered with care.

Please read our Refunds & Returns Policy carefully before placing an order.

Returns & Refunds After Delivery

AHB Timber does not offer voluntary refunds or returns once an order has been delivered. This includes situations where customers have ordered incorrect quantities, selected unsuitable dimensions or materials, or no longer require the products.

We strongly recommend checking all measurements, quantities and product specifications before completing your purchase.

This policy does not affect your statutory consumer rights, including applicable cancellation rights for online purchases.

Bespoke & Made-to-Order Products

Timber that has been specifically cut, manufactured or customised to an individual customer’s requirements cannot be returned or refunded due to a change of mind, where the applicable legal exemption applies.

This does not affect your rights if the products are faulty, damaged or not as described.

Online Consumer Orders

Under the Consumer Contracts Regulations 2013, customers purchasing standard, non-bespoke products online for personal use generally have the right to cancel their order within 14 days of receiving the goods.

To exercise this right, please contact us within the cancellation period. Goods must then be returned within 14 days of notifying us.

Customers are responsible for the direct costs of returning goods where this has been communicated before purchase. Large or bulky timber products may require specialist transport or collection arrangements.

Where a cancellation is valid, refunds will include the applicable standard delivery charge and will be processed using the original payment method within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier. A deduction may be made where the goods have diminished in value due to handling beyond what was necessary to inspect them.

These cancellation rights do not generally apply to purchases made wholly for business purposes.

Damaged, Faulty or Incorrect Items

If your delivery arrives damaged, faulty or does not match your order, please contact us as soon as possible, ideally within 24 hours of delivery.

Please provide your order details, a description of the issue and photographs where possible.

We will review the matter and arrange an appropriate resolution in accordance with your statutory rights. This may include a replacement, repair or refund, depending on the circumstances.

The 24-hour notification request does not limit your legal rights.

Natural Timber Characteristics

Timber is a natural product and may vary in colour, grain, texture and appearance. Natural variations that are consistent with the product description are not necessarily considered defects.

Contact Us

If you have any questions about an order, delivery or our returns policy, please contact AHB Timber before placing your order.

Website: https://ahbtimber.com

Contact: https://ahbtimber.com/contact/

Email: [Insert customer service email address]

Returns address: [Insert business returns address]

Your Statutory Rights

Nothing in this policy excludes or limits any rights customers may have under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.