Refund policy
1. Introduction
Thank you for shopping at TimberPrep.
We want customers to feel confident when purchasing musical toys and educational play products from our store.
This Return & Refund Policy explains how returns, refunds, replacements, and order-related concerns are handled.
We offer free eligible returns within 30 days of delivery.
Our policy is designed to provide a straightforward process while respecting applicable consumer protection laws.
Nothing in this policy limits or excludes any statutory rights that cannot legally be restricted, including rights relating to faulty, damaged, or incorrectly described goods.
2. Our 30-Day Return Policy
Customers may request a return within 30 calendar days of receiving their order.
The return period begins on the date the product is delivered.
To initiate a return, contact us at:
support@timberprep.store
Please include your order number and the product you wish to return.
Our team will review your request and provide return instructions.
Requests submitted within the 30-day period remain eligible for review even if the return process continues after the initial request.
3. Free Returns
TimberPrep provides free returns for eligible orders worldwide.
Customers are not required to pay return shipping costs when following the return instructions supplied by our support team.
Where a return shipment is required, we will provide an appropriate prepaid return label or another no-cost return arrangement.
Please do not purchase return postage independently unless our support team has authorized that arrangement.
Unauthorized shipping expenses may not be reimbursed.
Customers should contact us before returning products so that we can arrange the correct return method.
4. Return Eligibility
For ordinary change-of-mind returns under our voluntary 30-day policy, products should generally meet the following conditions:
The return request is submitted within 30 days of delivery.
The product is returned with its original components and included accessories.
The product has not been intentionally damaged, altered, or misused.
The product is packaged appropriately for return transportation.
The customer follows the return instructions provided by TimberPrep.
We encourage customers to retain the original packaging whenever practical.
However, the absence of original packaging does not automatically eliminate statutory rights.
Customers may reasonably inspect products to determine their nature, characteristics, and functionality.
Any deduction for handling beyond what is necessary to inspect the product will be made only where permitted by applicable law.
5. Products That Arrive Damaged or Defective
If a product arrives damaged or defective, please contact us as soon as possible.
Email:
support@timberprep.store
Include your order number and a description of the problem.
Photographs may help us assess the issue, but customers are not required to provide evidence that is unreasonable or impossible to obtain.
Depending on the circumstances and applicable law, we may arrange a repair, replacement, refund, or another appropriate remedy.
Where a product is faulty or does not conform to the contract, we will provide the remedies required by applicable consumer law.
Customers will not be required to pay return shipping costs for goods that are faulty or incorrectly supplied.
6. Incorrect Products
If you receive an item that differs from the product ordered, please contact us.
Provide your order number and identify the incorrect item.
We will investigate and arrange an appropriate resolution.
This may include sending the correct product, providing a refund, or arranging a free return.
Customers will not be responsible for return shipping costs resulting from our fulfillment errors.
7. Missing Components
If your product arrives with missing components or accessories that should have been included, please contact us.
Describe the missing items and provide your order number.
We will review the issue and arrange an appropriate resolution.
Depending on the circumstances, this may involve supplying missing components, replacing the product, or issuing a refund.
8. How to Start a Return
To request a return, follow these steps.
Step 1: Contact Customer Support
Send an email to support@timberprep.store within 30 days of delivery.
Step 2: Provide Order Information
Include your order number and identify the product you wish to return.
Step 3: Receive Return Instructions
Our team will provide the designated return destination and explain the free return arrangement.
Step 4: Prepare Your Product
Package the item securely and include all relevant components and accessories.
Step 5: Return the Product
Follow the instructions supplied by our support team.
Step 6: Refund Processing
Once the return has been received or sufficient evidence of return has been provided, as applicable, we will process your refund in accordance with the terms below and applicable law.
9. Return Address
Our published business address is:
TimberPrep
29 John Adam St
London WC2N 6AT
United Kingdom
This address is provided for business contact purposes.
It is not automatically the designated return processing location.
Please contact support@timberprep.store before shipping a return.
Our support team will provide the appropriate return destination.
10. Refund Eligibility
Eligible returns are entitled to a refund of the amount paid for the returned product.
For a complete eligible order return, we will refund the relevant order payments in accordance with applicable law.
TimberPrep provides free standard worldwide shipping, so there is normally no standard shipping charge to refund.
Any optional delivery services, if offered, will be handled according to the terms disclosed at checkout and applicable consumer law.
Refunds for faulty, damaged, or incorrectly supplied products will be handled in accordance with statutory consumer rights.
11. Refund Method
Refunds will normally be issued to the original payment method used for the purchase.
If the original payment method is unavailable, we will contact you regarding an appropriate alternative.
We will not substitute store credit for a monetary refund where the customer is legally entitled to receive money.
Any alternative refund arrangement will require the customer's agreement where applicable.
12. Refund Processing Time
For an eligible cancellation or return, we will issue the refund without undue delay and within the timeframe required by applicable law.
For UK consumer cancellations involving returned goods, refunds will generally be issued no later than 14 days after we receive the goods or receive evidence that they have been sent back, whichever is earlier.
Where no goods need to be returned, the applicable refund deadline will be calculated according to the relevant legal requirements.
After we issue a refund, the time required for the funds to appear in your account may depend on your bank or payment provider.
Please contact us if you believe a refund has been delayed.
13. Order Cancellations
If you wish to cancel an order before dispatch, please contact us as soon as possible.
We will attempt to process the cancellation before shipment.
If the order has already been dispatched, you may still exercise your applicable cancellation or return rights.
For qualifying UK distance purchases, consumers generally have a statutory right to cancel within 14 days after receiving the goods, subject to applicable exceptions.
Our voluntary 30-day return policy provides an additional return opportunity and does not replace statutory cancellation rights.
14. Return Shipping Responsibilities
Eligible returns are free when customers follow our authorized return procedure.
TimberPrep will provide a prepaid shipping method or another suitable no-cost arrangement.
Customers are responsible for packaging products reasonably to prevent avoidable damage during transportation.
We recommend retaining any return tracking information until the return has been resolved.
15. Exchanges
If you would like a different product, please contact us.
We can explain the available options.
Where direct exchanges are not available, customers may return an eligible product for a refund and place a new order.
This does not restrict statutory rights to replacement or other remedies for faulty goods.
16. Lost Return Shipments
If a return shipment is lost after being handed to the authorized carrier using our supplied return method, please contact us.
Provide any available proof of collection or tracking information.
We will investigate the matter with the carrier and resolve the return in accordance with applicable law.
Customers will not be unfairly penalized for losses caused by an authorized return carrier.
17. International Returns
Our 30-day free return policy is available to eligible customers worldwide.
Return instructions may vary by destination because carrier networks and processing facilities differ between countries.
Our support team will explain the available return method for your location.
Customers should not send products internationally without receiving return instructions.
18. Statutory Consumer Rights
This policy does not affect mandatory consumer rights.
Customers in the United Kingdom may have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Consumers in other jurisdictions may have additional mandatory rights under local law.
Where mandatory consumer protection laws provide stronger rights than this policy, those laws will prevail.
19. Contact Us
For all return, refund, cancellation, or product-related enquiries, please contact:
TimberPrep Customer Support
Email: support@timberprep.store
Phone: +44 7782 267045
Website: https://timberprep.store
Address: 29 John Adam St, London WC2N 6AT, United Kingdom
We appreciate your business and are committed to handling return requests fairly and professionally.