Cancellation policy

At NeoTimber®, we do not currently offer subscription-based products or recurring purchase services. However, from time to time, we may make selected products available on a pre-order basis. This typically applies to:

• Products temporarily out of stock
• Incoming stock allocations
• New product launches not yet officially released
• Limited availability or made-to-order items

This policy explains how pre-orders are handled, including estimated lead times, payment terms, cancellations and fulfilment.

What Is A Pre-Order?

A pre-order allows you to reserve and purchase a product before it is physically available in our warehouse or ready for immediate dispatch.

Estimated availability and dispatch dates are provided in good faith wherever possible. However, these dates are estimates only and may occasionally change due to manufacturing schedules, shipping delays, customs processes or supplier lead times outside of our reasonable control.

Where delays occur, we will aim to keep customers updated accordingly.

Payment Terms

In most cases, full payment for pre-order products is taken at checkout in order to reserve incoming stock or secure allocation for upcoming product releases.

Payment confirms and secures your order, allowing stock to be allocated once the goods become available and are ready for dispatch.

Cancelling A Pre-Order

You may request cancellation of a pre-order at any time prior to dispatch or fulfilment.

Once a pre-order has been processed for dispatch or fulfilled, the order can no longer be cancelled as a pre-order purchase. However, you may still be eligible to request a return or refund in accordance with our Returns & Refunds Policy.

Refunds relating to cancelled pre-orders will be processed back to the original payment method where applicable.

Returns & Refunds

Following fulfilment and delivery, all standard returns and refund conditions apply in accordance with our Returns & Refunds Policy.

Please refer to that policy for further information regarding:

• Eligibility for returns
• Refund conditions
• Non-returnable items
• Return request timeframes
• Collection, handling or restocking charges where applicable

Contact Us

If you have any questions regarding a pre-order, expected lead times or product availability, please contact us:

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