Returns & Refunds Policy
At Halcyon Timber, we strive to provide the highest level of customer satisfaction. If for any reason you are not fully satisfied with your purchase, we offer a clear and straightforward returns and refunds policy.
Returns – How to Send Items Back
Customers may return items within
30 days from the date of purchase or receipt, whichever is later. To initiate a return, please ensure:
- Proof of purchase is provided (till receipt or order confirmation email)
- The product is returned in the same condition it was delivered: clean, dry, undamaged, and in its original packaging
Returns must be sent to:
HALCYON TIMBER
2 Warrenwood Industrial Estate
Hertford SG14 3NU
Customers are responsible for the cost of returning items unless the return is due to an error by Halcyon Timber or faulty goods.
Restocking Fee
All returns are subject to a
30% restocking fee. This fee covers handling, inspection, and restocking costs. The restocking fee may be deducted from your refund.
Refunds – How and When You’ll Be Reimbursed
- Refunds will be processed within 10 working days of receiving the returned item(s)
- Refunds will be made to the original payment method used for the purchase
- The refunded amount will reflect any applicable restocking fee and any delivery charges if delivery was completed correctly
Please note that we reserve the right to **refuse returns that do not meet the conditions above** or are damaged after delivery.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original product and place a new order for the replacement.
Customer Responsibilities & Liability
- Customers are responsible for ensuring that returned items are packaged securely to avoid damage during transit
- Halcyon Timber is not liable for returns lost in transit
- Products returned after the 30-day period will not be accepted unless faulty
- Customers should retain proof of postage for all returns
Faulty or Damaged Goods
If you receive a faulty or damaged item, please contact us immediately at
0203 927 8400 or via
sales@halcyontimber.co.uk. We will arrange a replacement or full refund at no additional cost to you.
Need Assistance?
If you have any questions regarding returns, refunds, or your responsibilities, please contact our customer service team. We are happy to assist you and ensure your experience with Halcyon Timber is as smooth as possible.
