Refund policy
Made to Order items (such as furniture/vanities/mirrors):
At Timbersmith Co., we stand by the quality and craftsmanship of our products. Please note that we do not offer refunds for any purchases of made-to-order items.
Order Placement and Selection
Please choose your product(s) carefully before placing an order and ensure the dimensions suit your home or space. We strongly recommend checking all measurements and, if uncertain about finishes, contacting us to order samples or arrange a time to view our current stock or works in progress. It is the customer’s responsibility to confirm that the item can fit through doorways, staircases, or any access points upon delivery.
Shipping and Delivery Inspections
We require all items to be inspected upon arrival to ensure no damage has occurred during shipping. Our products leave the workshop in perfect condition, and any damage during transit must be reported to us within 24 hours of receiving the item.
Claims and Faults
Claims for other faults must be made within 7 days of delivery. Claims submitted outside these timeframes may not be accepted.
To submit a claim:
- Notify us in writing within 24 hours for shipping-related damage or within 7 days for other faults.
- Provide detailed photos clearly showing the damage or fault.
Once we receive your claim, we will assess it and determine if it meets our replacement or repair criteria. The final decision on claim approval rests with us.
Replacements and Repairs
If a claim is approved, we will arrange for the item to be replaced or repaired. As a made-to-order business, replacements and repairs require time to ensure the same level of care and craftsmanship as the original piece. We appreciate your patience during this process.
We do not cover any associated costs, such as freight, unless explicitly stated during the claim process.
Additional Notes
- Returns for sale items: We do not accept returns or exchanges for sale items under any circumstances.
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Access limitations: We do not accept returns for items that cannot be delivered or installed due to insufficient access to the intended space (e.g., narrow doorways, staircases, or other access restrictions).
Homewares:
Claims for returns on homewares need to be placed within 7 days of purchase or delivery. While we do not offer refunds, you may exchange items or receive store credit, if your claim is accepted.
If you wish to return goods for an exchange or store credit, it is your responsibility to return them in their original condition, either in person or by post, at your own expense.
Once we receive and inspect the returned items, we will contact you to arrange your store credit or exchange.
Note: Sale items are not eligible for return.
For further questions or assistance, feel free to contact us via email at info@timbersmith.au.