Returns & Refunds Policy

Policy Overview

Halcyon Timber is committed to supplying dependable building materials and providing a fair and transparent returns process.

The rights and conditions that apply will depend on whether:

• You are purchasing as a consumer.
• You are purchasing for trade or business purposes.
• The goods are faulty, damaged or incorrectly supplied.
• You are returning correctly supplied goods because you have changed your mind.

Please contact us before returning any goods so that we can confirm the appropriate process and provide return authorisation.

Consumer Cancellation Rights

Consumers who purchase goods online may have the right to cancel eligible orders under the Consumer Contracts Regulations 2013.

The standard cancellation period is normally 14 days beginning the day after you, or a person nominated by you, receives the goods.

You must inform us clearly that you wish to cancel within the applicable cancellation period.

Some goods may be excluded from change-of-mind cancellation rights, including:

• Goods made to your specification.
• Clearly personalised goods.
• Goods cut, altered or prepared to your requirements.
• Goods that are liable to deteriorate rapidly.
• Other goods excluded by applicable law.

How to Return Goods

Before sending anything back, please contact our customer service team to request return authorisation.

Please provide:

• Your order number.
• Your name and contact details.
• The product you wish to return.
• The quantity being returned.
• The reason for the return.
• Photographs where goods are damaged or faulty.

Unauthorised returns may be delayed or refused where we cannot identify the order or confirm the reason for return.

Conditions for Non-Faulty Returns

To qualify for a change-of-mind or discretionary return, goods must normally:

• Be accompanied by proof of purchase.
• Be unused and uninstalled.
• Be clean, dry and undamaged.
• Remain in their original packaging where applicable.
• Be complete with all parts and accessories.
• Be stored appropriately before return.
• Be suitable for resale following inspection.
• Have been authorised for return by our team.

Building materials should be protected from rain, moisture, contamination, excessive heat and other conditions that could affect their appearance, performance or resale value.

Return Address

Once your return has been authorised, goods should be returned to:

Return Transport Costs

Change-of-mind returns

Unless we agree otherwise, customers are responsible for arranging and paying for the return of correctly supplied, non-faulty goods.

Building materials can be large, heavy or require specialist transport. Return transport costs may therefore be significant.

Faulty or incorrectly supplied goods

Where goods are confirmed to be faulty, damaged before delivery or incorrectly supplied, we will bear the reasonable and necessary return or collection cost.

Collection arranged by us

Where we agree to arrange collection for a change-of-mind return, we will tell you the collection charge before the collection is booked.

Restocking and Handling Charges

Consumer statutory cancellations

We will not automatically apply a 30% restocking fee where a consumer validly exercises a statutory cancellation right.

We may make a deduction where permitted by law if the value of the goods has been reduced because they have been handled beyond what would reasonably be necessary to establish their nature, characteristics and operation.

Extended or discretionary returns

Where we accept a non-faulty return outside a consumer’s statutory cancellation rights, a restocking and handling charge of up to 30% of the returned goods’ value may apply.

This may reflect costs such as:

• Inspection and quality control.
• Handling and unloading.
• Warehouse processing and storage.
• Administrative and transaction processing.
• Stock reclassification.
• Repackaging and resale preparation.
• Non-recoverable logistics costs.

Business and trade customers

Returns of correctly supplied goods purchased for business or trade purposes are accepted only at our discretion and may be subject to a 30% restocking and handling charge.

Refunds

Returned goods will be inspected before a refund is approved.

Where a refund is due, we will process it within the timescale required by applicable law. For discretionary returns, we aim to process refunds within 10 working days after the returned goods have been received and inspected.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed or required.

A refund may take account of:

• A lawful deduction for excessive handling or diminished value.
• An agreed collection or return transport cost.
• A disclosed restocking charge for an extended, discretionary or business return.
• Charges permitted under our Terms & Conditions following a customer-related failed delivery.

Failed Deliveries and Cancellations After Dispatch

A delivery may be classed as unsuccessful where it cannot reasonably or safely be completed because of circumstances at the delivery location.

Examples include:

• Insufficient access for the delivery vehicle.
• No safe unloading location.
• Undisclosed parking or access restrictions.
• Unsafe ground or site conditions.
• No authorised person available where required.
• Incorrect or incomplete delivery details.
• Customer refusal without a legal right to reject the goods.

Consumer orders

For consumer orders, we may recover reasonable and evidenced additional costs caused by a customer-related failed delivery where permitted by law.

Business and trade orders

Business and trade orders may be subject to a failed-delivery and return charge of up to 30% of the affected order value where this reasonably reflects the transport, handling, administration and restocking costs incurred.

Full details are set out in our Terms & Conditions .

Exchanges

We do not normally offer direct exchanges for change-of-mind returns.

To purchase a different item, you should return the original goods in accordance with this policy and place a new order for the replacement product.

Where goods are faulty or incorrectly supplied, we may provide a replacement where this is an appropriate legal remedy.

Faulty, Damaged or Incorrect Goods

Please inspect your delivery as soon as reasonably possible and contact us promptly if goods are:

• Faulty.
• Damaged.
• Not as described.
• Incorrectly supplied.
• Missing items or components.

Please retain the goods and packaging while we investigate. We may ask for photographs, batch details or other reasonable information to help us assess the issue.

Where a fault or supply error is confirmed, we will provide an appropriate remedy in accordance with applicable law. This may include:

• A repair.
• A replacement.
• A price reduction.
• A full or partial refund.
• Reasonable return or collection costs.

When a Return May Be Refused

A discretionary or extended return may be refused where:

• The return was not authorised in advance.
• Proof of purchase cannot be provided.
• The goods are outside the applicable return period.
• The goods have been installed, used, cut or altered.
• The goods have been damaged after delivery.
• The goods have been exposed to unsuitable storage conditions.
• The goods are incomplete or missing packaging.
• The goods are no longer suitable for resale.
• The product was made or prepared to the customer’s specification.

This section does not limit any legal remedy available for faulty, damaged, incorrectly supplied or misdescribed goods.

Need Assistance?

Contact our customer service team before returning any goods. We will explain the available options and help you follow the correct process.