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Returning An Item

At Halcyon Timber, we want you to be completely satisfied with your purchase. If you need to return an item, we're here to help.

Returning Standard Items

You may return most unused, standard stock items within 30 days of receiving your order.

To be eligible for a return, products must:

• Be unused and in their original condition.
• Be returned in their original packaging where possible.
• Be accompanied by proof of purchase, such as your order confirmation or invoice.

Non-Returnable Items

Unfortunately, we cannot accept returns for:

• Bespoke or made-to-order products.
• Cut-to-size timber or sheet materials.
• Special order items sourced specifically for you.
• Products that have been installed, altered or damaged after delivery.
• Perishable or time-sensitive products where applicable.

Return Costs

If you are returning an item because you have changed your mind or no longer require it, you are responsible for the cost of returning the goods.

If the goods are faulty, damaged, or supplied in error, Halcyon Timber will arrange collection or reimburse reasonable return costs where appropriate.

Restocking Charge

For returns made because you have changed your mind or no longer require the goods, a 30% restocking charge will apply to all returned items. This charge covers the costs associated with inspecting, handling, repackaging and returning stock to inventory or our suppliers, and will be deducted from your refund.

This restocking charge does not apply where goods are faulty, damaged on arrival, or supplied incorrectly.

Your statutory rights are not affected.

Returning Your Goods

Please contact us before returning any items so we can provide the correct return instructions and, where necessary, authorise the return.

Returns Address

Halcyon Timber
2 Warrenwood Industrial Estate
Hertford
SG14 3NU

Refunds

Once your returned goods have been received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be processed using the original payment method.

Refund Times

Most refunds are processed within 3–5 working days after the return has been approved. Depending on your bank or card provider, it may take a little longer for the funds to appear in your account.

Faulty or Incorrect Items

If you receive goods that are damaged, faulty or incorrect, please notify us as soon as possible and ideally within 48 hours of delivery, including photographs where appropriate.

Where goods are confirmed to be faulty or supplied incorrectly, we will offer one of the following in accordance with your legal rights:

• A replacement.
• A repair (where appropriate).
• A full refund.
• Delivery Charges

Where a full order is cancelled within your statutory cooling-off period under the Consumer Contracts Regulations, any standard delivery charges paid will also be refunded.

If only part of an order is returned, or goods are returned outside your statutory cancellation rights, the original delivery charge may not be refundable.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

If you have any questions regarding returns or refunds, please contact our customer service team, who will be happy to assist.