Refund policy

 

Returns, cancellations and refunds

Contact Tendring Lumber Company at info@tendringlumbercompany.co.uk or 07562 834296. Our returns address is Lodge Farm, Clacton Road, Frinton-on-Sea, CO13 0JU, United Kingdom. Please include your order number and proof of purchase so we can help.

Consumer orders placed online or by phone

For eligible goods, you may cancel without giving a reason from the time you order until 14 days after receiving them. Tell us clearly by email, telephone or post. You then have a further 14 days to send the goods back. This also applies to eligible orders bought online and collected from us.

You may inspect goods as you would in a shop. Please keep them safe and return them with their packaging where possible. Original packaging is not a condition of your statutory cancellation rights. Where the law permits, we may deduct for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and function.

Arranging a return

Please contact us before sending or bringing goods back so we can provide return instructions and, where applicable, a return label or arrangements for bulky timber. Contacting us to arrange transport does not remove your right to cancel within the time limit. Any return-cost terms properly disclosed before your purchase apply; we will not impose an undisclosed return charge where the law requires us to bear that cost.

Refunds after cancellation

We refund using your original payment method unless you agree otherwise, without a refund fee. Where you send goods back, we refund without undue delay and within 14 days of receiving them or receiving evidence that you sent them, whichever is earlier. If we offer to collect, the applicable deadline is 14 days after you tell us you are cancelling. For cancellation of a whole order, the refund includes the standard outbound delivery charge; any extra paid for an upgraded delivery service is not refundable.

Faulty, damaged or incorrect goods

Please tell us promptly if goods are faulty, damaged or not as described, and send photographs if helpful. We will provide the remedy required by your statutory rights and bear reasonable return costs where required. A failure to report a problem immediately does not remove those rights.

Sale items and bespoke goods

Sale and clearance goods have the same statutory rights as full-price goods. The usual change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as timber cut to a bespoke specification. This does not affect your rights if those goods are faulty or not as described.

Cancellation form

You may use the following wording, but you do not have to use this form:

To: Tendring Lumber Company, Lodge Farm, Clacton Road, Frinton-on-Sea, CO13 0JU; info@tendringlumbercompany.co.uk.
I/We give notice that I/We cancel my/our contract for the following goods:
Order number and goods:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):

This policy does not limit your statutory rights. Consumer cancellation rights described above do not automatically apply to purchases made wholly for business purposes.