Refund policy

Return & Refund Policy

Last updated: 19 December 2025

Original Timber Creations operates from a United Kingdom–based workshop and sells exclusively through its online store. Customers do not visit the workshop. All orders are placed online and delivered to customers.

Returns Eligibility

We accept returns on eligible items delivered within the United Kingdom.

You may return non-custom, non-personalised items within 30 days of receiving your order, provided that:
• The item is unused  
• The item is in its original condition  
• The item is returned with all original packaging  

Items showing signs of use, damage, or alteration are not eligible for return.

Custom & Personalised Items

Custom or personalised items are made specifically to order and are non-returnable unless:
• The item arrives damaged  
• The item is faulty  
• An error was made by us  

How to Request a Return

To request a return, please contact us by email and include:
• Your order number  
• A brief reason for the return  
• Photos of the item (where applicable)

Email: originaltimberteam@gmail.com

Once your return request is approved, you will receive clear instructions on how and where to return your item.

Return Shipping Costs

• If an item is damaged, faulty, or incorrect, return shipping is free of charge.  
• For change-of-mind returns, the customer is responsible for return shipping costs.  

Original shipping costs are non-refundable unless the return is due to our error.

Refunds

Once your returned item is received and inspected, we will notify you of the outcome.

Approved refunds are processed to the original payment method within 7–10 business days.  
Please note that banks and payment providers may take additional time to reflect the refund.

Refunds May Be Issued For

• Eligible returned items that pass inspection  
• Orders cancelled before dispatch or production  
• Items damaged during delivery (with photo evidence)  
• Incorrect or faulty products  

Refunds Will Not Be Issued For

• Custom or personalised items (unless faulty)  
• Items returned used, damaged, or altered  
• Items damaged due to improper handling or installation 

Damaged Items

If your order arrives damaged, please contact us within 48 hours of delivery and include clear photos of the item and packaging so we can resolve the issue promptly.

Contact Information

For any return or refund enquiries, please contact:

Business Name: Original Timber Creations  
Operating Country: United Kingdom  
Email: originaltimberteam@gmail.com