Returns Policy

Returns and Refunds

When returning products delivered from the Garden Timber Online website, please refer to the following information:

We have a 14 day returns policy within the terms and conditions laid out below.

Your statutory rights are not affected by this information

Products which are not required / ordered incorrectly

Any unused products that are unwanted, may be returned in its original condition for a refund within 14 days of receipt. The right to return does not apply to cut to size or made to measure products.

The refund to be claimed, is limited to the cost of the product and does not include the cost of delivering the item.

Goods ordered that are delivered, according to the personal information given and then refused upon delivery will be subject to an administration and restocking charge of 20% (variable at our discretion).

Faulty or damaged Products

All received goods must be checked upon arrival for defects, damage or unsuitability. We are unable to refund any payment if the goods have been fitted prior to discovering a fault. Commencing fitting work will be considered acceptance of the condition of the received goods.

All damages or shortages must be advised within 48 hours of receipt, to ensure the best outcome for all parties and enable us to make a claim from the couriers.

Please contact 0203 1375 159 or send us a message here to rectify matters as soon as possible.

How to return a product

Should you wish to return a product after it has been delivered, you will be solely responsible for return cost of using any of the following methods:

Free Returns to Store

You can return any unwanted products to your nearest Garden Timber Online Store in its original manufacturers condition with proof of purchase. This does not include any items ordered with the bespoke cutting service.

Royal Mail

Smaller items can be returned using the royal mail postal service. Please ensure that a posting/tracking receipt is kept refunds will not be given without this.


To arrange for a product to be collected, please telephone 0203 1375 159 or send us a message here with your order number and details of the product to be returned. We will advise the cost involved and arrange for collection of the product by nominated carrier. Once the returned product has been received, in its original condition we will process a refund for the cost of the product less the cost of the return.