Returns Policy

We understand that sometimes plans change, and we want to make returning items as straightforward as possible.

Unwanted Goods

If you’ve changed your mind or no longer need the goods, we offer a 14-day returns window from the date of delivery. Goods must be:

  • Unused and in their original condition
  • Complete with all original packaging
  • Accompanied by a valid proof of purchase

Returns are subject to a 10% restocking fee after 14 days. We do not accept returns after 28 days unless the goods are faulty.

Please note: We are unable to accept returns of bespoke, cut-to-length, or made-to-order items unless they are faulty.

Customers are responsible for returning goods to us. If needed, we can arrange a collection – a charge will apply based on location and item size.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery. We’ll arrange a replacement or refund as quickly as possible.

Photographic evidence of any damage may be required to speed up the process.

Refunds

Once the goods are received and inspected, refunds will be processed to your original payment method within 3–5 working days.

Returns Process

  • Contact us to initiate your return – please provide your order number and reason for return.
  • Package the items securely, including all relevant paperwork.
  • Return the goods to:

Stoke-on-Trent Timber Company Ltd
Rafferty Business Park
Sneyd Hill, Burslem
Stoke-on-Trent, ST6 2EB

Please use tracked postage – we’re not responsible for items lost in transit unless we arrange the collection.

Need Help?

If you have any questions about returns or refunds, please contact us via our website or call us directly.