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Returns Policy

Please refer to the following information when returning products delivered from the Savoy Timber Ltd website.

Your statutory rights are not affected by this information

If we should receive notification of an issue regards any part of our service, by phone, fax, electronic mail or letter, then it will be dealt with promptly. Savoy Timber Ltd will attempt to respond to all issues within one working day, however during busy periods we will endeavour to reply within 5 working days (for avoidance of doubt, Saturdays, Sundays and Bank Holidays are not classed as working days). All process issues, returns or refunds will be dealt with fairly and in confidence.

You can return any product so long as it is new unused unopened (re-saleable) in its original packaging for a refund within 30 days of receiving it and we'll either exchange it or give you a refund.

If in the unlikely event that you are not fully satisfied with your purchase, please click here and complete a returns form.

PLEASE NOTE - RETURNS/CANCELLATIONS CANNOT BE PROCESSED WITHOUT COMPLETING THIS FORM.

You are responsible for the cost of returning an item back to us. We are able to advise on a small number of national couriers which may be able to help you with this, so just give us a call and we will be happy to help. We recommend that you send the goods back by Special Delivery (fully insured) and ensure that the goods are well packaged. If the goods are damaged in transit due to inadequate protection, we will be unable to refund.

The amount of the refund is limited to the cost of the product and does not include the cost of delivering the item.

Goods ordered by a customer that we deliver correctly according to the information given and then returned or refused upon delivery will be subject to an administration and restocking charge of 25%(variable at our discretion)

The right to return does not apply to ‘cut to size’ or ‘made to measure products’.

After receiving your return we will refund you via your original payment method (excluding original shipping costs) within 5 working days.

All goods must be checked upon arrival for defects, damage or unsuitability. We are unable to refund any payment if the goods have been fitted prior to discovering the fault. Commencing work will be considered acceptance of the condition of the goods.

In the unlikely event that an item is deemed faulty, you must notify us explaining the problem with the item. This must be done within 24 hours of receiving the goods in order for us to proceed with the return. In order to speed up the process, you may email info@savoytimber.com with your order reference number, the details of the fault and if possible images displaying the fault.

Refunds will ONLY be given for damaged goods where no replacement product can be supplied. Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds will not be given.

All goods must be inspected for damage or shortfall on delivery in the presence of the delivery driver if possible but if not then this can be done within a 24 hour period from delivery. Any loss or damage must be clearly written on the delivery note if possible and we must be informed with photographic evidence via electronic mail within 1 working day of receipt (for avoidance of doubt, Saturdays, Sundays and Bank Holidays are not classed as working days) of any damage, shortfall or incorrect product. No claims for loss or damage can be made after this. Upon signing/ accepting the goods, the Customer will become responsible for the goods and any subsequent loss, damage or destruction of the goods. The delivery note (if given – please note some couriers do not provide delivery notes) is a legal document and is the only admissible proof that delivery has been made to you without any loss or damage.

At present we have suspended our Returning in store policy due to Covid 19 restrictions. Returns must be actioned through a courier service. A refund will be given following the usual procedure, with the amount paid being credited back to the customers account, via their original payment method, as outlined above. Refunds can only be processed to the original payment method.

Any other questions? Please contact the Customer Services team and we'll gladly help!