Returns & Refunds

Returns and Refunds

We understand that from time to time you may wish to return a product us

We have created a 21 day returns policy to enable you to return products to us in appropriate circumstances

This policy applies to customers in England and Wales/irrespective of your geographical location

This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000

  • Returns
    • Email sent to returns@msstimber.co.uk (need to create the email address), stating the reason why the product wishes to be returned,
    • Products must be returned in person or by delivery of a courier (at the customers expense), along with the receipt of the original order along with the return authorisation code provided to you by email
    • Products to be returned must be delivered to:
      • 28 Soho Road, Handsworth, Birmingham, B21 9BH
    • (a) We must receive the email for return within 10 working days of the original receipt of the goods, and receive the product within 21 days following the date of delivery of the product;
    • (b) The returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached and otherwise in a condition enabling us to sell the product as new;
    • (c) You comply with the returns procedure set out below; and
    • (d) None of the exclusion set our below
  • Exclusions
    • Any products that have been either made to order and/or made to your specification by either MSS Timber and/or our suppliers will be unable to be returned and refunded.
  • Refunds
    • Once the product has been returned and inspected, you will be issued will the full refund for the product, excluding the original delivery charges and excluding the costs the returning the product to us
    • We will usually refund any money received from you using the same method originally used by you to pay for your purchase
    • We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product
  • Should items be returned without an emailed returns authorisation code
    • We will not refund or exchange the product
    • We may retain the returned product until you pay us such additional amount as we may charge for re-delivery of the returned product
    • If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you
  • Faulty Goods
    • If goods are deemed to be faulty, please contact us upon receipt of the goods. If the goods after being examined by ourselves are found to be faulty or not fit for the purpose supplied, then a replacement or credit will be given against the goods in accordance with our refund policy