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At Halcyon Timber, we aim to provide high-quality products and reliable service. If you are not satisfied with your purchase, this policy explains how returns and refunds are handled in a fair, transparent, and legally compliant way.
Customers may return eligible items within 30 days of purchase or delivery, whichever is later.
To qualify for a return, the following conditions must be met:
Proof of purchase is provided (order confirmation or receipt)
Items are unused, clean, dry, undamaged, and in original packaging
Items are suitable for resale upon inspection
Return request is authorised by our team before goods are sent back
Returns must be sent to:
HALCYON TIMBER
2 Warrenwood Industrial Estate
Hertford
SG14 3NU
Customers are responsible for return transport costs unless the return is due to a verified fault or error on our part.
We reserve the right to refuse or reject returns that do not meet these conditions or are not in resaleable condition.
All returns (excluding confirmed faulty goods or our error) are subject to a 30% restocking and handling charge.
This charge reflects genuine costs incurred in processing returns, including but not limited to:
Inspection and quality control
Handling and unloading
Warehouse processing and storage
Administrative and transaction processing
Stock reclassification and resale preparation
Original delivery allocation and logistics costs where applicable
This charge is a reasonable pre-estimate of our actual losses and operational costs and is not a penalty.
Where applicable, this charge may be deducted from your refund.
Refunds will be processed within 10 working days of receiving and inspecting returned goods.
Refunds will be made to the original payment method used at checkout.
Refunds will reflect:
Any applicable restocking and handling charge
Any delivery charges where delivery has been successfully completed in accordance with the contract
Any deductions permitted under our Terms & Conditions where a failed delivery or customer-related issue has occurred
Where an order has been dispatched and a delivery cannot be completed due to circumstances at the delivery location (including access issues, lack of space, or inability to accept delivery), the order may be treated as a failed delivery in accordance with our Terms & Conditions.
In such cases, a 30% failed delivery and return charge may apply to reflect operational costs incurred in attempting to fulfil the order.
We do not offer direct exchanges.
If you wish to change an item, you must return the original product in accordance with this policy and place a new order for the replacement item.
Customers are responsible for:
Ensuring items are securely packaged for return
Ensuring safe transit of returned goods
Retaining proof of postage
Ensuring returns are sent using a tracked service
We are not liable for items lost or damaged in transit during return.
If you receive faulty or incorrect goods, you must notify us promptly at:
0203 927 8400 or [email protected]
Where a fault is confirmed, we will offer:
A replacement, or
A full refund including reasonable return costs
This does not affect your statutory rights.
We reserve the right to refuse returns where:
Items are damaged due to customer handling
Items are not in resaleable condition
Return conditions have not been met
The return has not been pre-authorised
If you have any questions regarding returns, refunds, or your obligations under this policy, please contact our customer service team. We are happy to assist you.
