We distinguish between defective goods (where you have legal rights) and voluntary returns (where we may allow a return on our terms).
Defective goods (your rights under the CPA)
If goods are genuinely defective (e.g. rot, delamination, or structural failure in graded structural timber), the Consumer Protection Act gives you the right to choose repair, replacement or refund within 6 months. We cannot override this.
We reserve the right to inspect the goods on-site or require their return for assessment before processing a refund or replacement. If the defect is caused by misuse, improper storage, incorrect installation or failure to maintain the wood (e.g. lack of sealing), the warranty is void.
Voluntary returns (change of mind)
For in-store or direct purchases there is no legal right to return non-defective goods. We may accept returns as a courtesy, on our terms:
- Restocking fee: A handling/restocking fee (e.g. 10–15%) may apply.
- Return transport: You are responsible for the cost of returning goods to our depot. "Free delivery" does not mean free collection.
- Condition: Goods must be in original, resellable condition (uncut, unpainted, original packaging where applicable).
Items we cannot accept for return
Except where a latent defect is found that could not have been detected before use:
- Special orders: Custom-cut, planed, machined or treated-to-order timber (CPA Section 20).
- Altered goods: Timber that has been cut, drilled, painted, varnished or installed is deemed "used" and cannot be returned.
- Perishables: Opened cement or chemicals sensitive to moisture or contamination.