Refund policy

At NeoTimber®, we aim to ensure customers are satisfied with their purchase. This Returns & Refunds Policy explains the conditions under which returns and refunds may be accepted.

Returning Unwanted Items

NeoTimber® may accept returns for eligible items providing the following conditions are met:

• NeoTimber® is notified of the return request within 28 days of the customer receiving the order
• Returned products are in new, unused and fully resaleable condition
• Products are returned in their original packaging where reasonably possible
• The goods are either:
  • Returned to the NeoTimber® warehouse by the customer, or
  • Collected by a NeoTimber® driver following payment of an applicable collection fee

Collections & Return Transport

Where a customer requests NeoTimber® to arrange collection of returned products, a collection charge will apply.

Once payment for the collection fee has been received, our logistics team will contact the customer to arrange a collection date. Collections are typically arranged within our standard economy scheduling timeframe.

Customers may alternatively arrange their own return transport to our warehouse if preferred.

Inspection Of Returned Goods

All returned products are inspected upon arrival at our warehouse.

Provided the returned items meet the conditions outlined within this policy, refunds will typically be processed within 3–5 working days following inspection and approval.

Please note:

• Refund processing times may vary depending on your bank or payment provider
• Banks may require an additional 7–10 working days for cleared funds to appear in your account

Restocking Fee

A 20% restocking fee applies to all approved returns. This amount will be deducted from the final refund value.

Original delivery charges and any collection fees are non-refundable unless otherwise agreed by NeoTimber®.

Damaged Or Non-Resaleable Returns

Items returned damaged, used, altered, installed or otherwise deemed non-resaleable will not qualify for a refund or replacement.

Where returned goods are rejected following inspection:

• NeoTimber® will notify the customer accordingly
• The customer may arrange collection or redelivery of the goods
• Any redelivery or storage costs may be chargeable

Product Care & Storage

Customers are responsible for ensuring products are handled, stored and protected correctly prior to installation or return.

Guidance relating to safe handling, care and storage of NeoTimber® products can be found within the relevant installation guides and pre-installation documentation.

Non-Returnable Items

Certain products may not be eligible for return, including:

• Made-to-order items
• Special-order products
• Custom-cut materials
• Installed or used products
• Clearance or non-stock items where specified

Contact Us

For return requests or further assistance, please contact:

Email: enquiries@neotimber.com
Phone: 01530 382 180