PRODUCT RETURNS & CANCELLATIONS

Problem with your order?
If you’ve got any questions, queries, or problems with your order, please contact us quoting your order number.

Your statutory rights
Under The Consumer Rights Act 2015, if any goods excluding; Timber & Building materials are delivered to you faulty or unfit for purpose, provided you notify us within the first 30 days of purchase, you can ask us to send you a full refund or, if you prefer, exchange or replace your product.

If this 30-day period has passed, we will still repair the goods free of charge or, if you prefer, replace them provided that you report the fault within 12 months of purchase. If we are unable to repair or replace the item(s) we will provide you with a full refund instead. After 12 months, your statutory rights as a consumer will continue to apply. Further guidance on your rights in relation to faulty products is provided on the Which? Consumer Rights website here. Please note that as regards faulty goods reported after 6 months you must be able to show that the fault was present when delivered to you.

Don’t want your item?
Under 30 days: If you don’t want your order and is still in its original sealed packaging unopened then you can either return to any of our stores with your invoice or send it back to us, at you cost. It is your responsibility to keep proof of postage and ensure the goods are suitably packed to prevent damage.    

On cancellation/return, where you have received the goods, you must return the goods to us (together with the original unopened packaging) without undue delay and in any event within 14 days after the day of notification to us, (unless we agree in writing that you may dispose of them; in which case please comply with the manufacturer’s instructions before disposing of hazardous goods).

You must return goods with all components and also any promotional items received (including free gifts) or discounted additional products. If we agree to collect the goods from you then we may charge a fee for this.

Faulty item?
Under 30 days: If your item is faulty, you can return it to any of our stores for a full refund or exchange, or alternatively you can send the goods to us by a courier of your choice, If you send us your receipt, we will refund the returns cost as well as the original item cost once the goods have been received and checked. It is your responsibility to keep proof of postage and ensure the goods are suitably packed to prevent damage.    

Over 30 days: Check if the manufacturer of your item has a helpline, a repair or warranty service, or a collect and repair service. If there’s no warranty or repair service, email us at sales@allowaytimber.co.uk or drop into one of our branches and speak to a member of the team about what to do next.

Non-returnable items
We don’t accept returns on any Timber & Building materials, bagged products, e.g., plaster or cement, bulk bags and bespoke items such as mixed paint are excluded.

There are some items that are excluded from the 30-day unwanted items return: made-to-measure goods (items cut or mixed to your requirements), used macerators, water pumps, products where the box has been opened. 

Returning items over 1m in length or 2kg in weight cannot be returned via a courier – please contact us for advice on posting these items by emailing sales@allowaytimber.co.uk

Courier Delivery Order Cancellation
Cancellation: You may cancel an order and receive a full refund, to do so please email sales@allowaytimber.co.uk and reference your order number. You can cancel up until the order is dispatched for delivery. Once the goods are out for delivery, you will need to take delivery of the goods before you can cancel/return any goods.

Returns after Delivery: You may cancel your order and return any of the goods purchased to us by giving us notice of cancellation within 30 days of the date of delivery. You will lose your right to cancel after the expiry of the 30-day period (this does not affect your rights if there is any problem with the goods).