Refund policy
Return & Refund Policy
Last updated: August 8, 2026
At TimberPrep, we want you to feel confident when shopping with us. If your purchase does not meet your expectations, eligible products may be returned within 30 days of delivery.
We provide free returns for eligible orders in accordance with the conditions outlined below.
1. 30-Day Return Period
You may request a return within 30 days from the date your order is delivered.
To qualify for a return, the item should generally be:
- In its original condition
- Unused or showing no unreasonable signs of use
- Complete with any accessories or components supplied with it
- Returned with original packaging where reasonably possible
- Accompanied by valid proof of purchase
Because wooden products can naturally vary in grain, colour, pattern, and texture, minor natural variations are not necessarily considered defects.
Your statutory rights, where applicable, are not affected by this policy.
2. Free Returns
TimberPrep offers free return shipping for eligible returns made within the 30-day return period.
Please contact us at support@timberprep.store before returning your order.
Once your return request has been reviewed, we will provide return instructions and, where applicable, information about the return shipping method.
Returns sent without prior authorization may experience delays in processing.
3. Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If your product arrives damaged, defective, or different from the item ordered, contact us as soon as possible at:
Please include your order number and a clear description of the issue. Photographs may be requested where reasonably necessary to help us assess damage, defects, or incorrect products.
Where applicable, we will provide an appropriate resolution, which may include a replacement, return, or refund.
4. Non-Returnable Items
Returns may not be accepted for items that:
- Have been intentionally damaged after delivery
- Have been materially altered or modified by the customer
- Are returned after the 30-day return period without an applicable legal right
- Cannot reasonably be identified as products purchased from TimberPrep
Nothing in this section limits rights that cannot legally be excluded.
5. Refunds
Once your return has been received and reviewed, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your bank, card provider, or payment service.
We do not control processing times imposed by third-party financial institutions.
6. Exchanges
If you would like a different product, please contact our customer support team.
Depending on product availability and the circumstances of your request, we may offer an exchange or advise you to return your original purchase and place a new order.
7. Order Cancellations
If you would like to cancel an order, contact us as soon as possible at support@timberprep.store.
If the order has not yet entered fulfillment or shipment, we will attempt to cancel it.
If your order has already been shipped, cancellation may no longer be possible. You may instead request a return after receiving your order, subject to this Return & Refund Policy.
8. Contact Us
For questions about returns or refunds, contact:
TimberPrep
29 John Adam St
London WC2N 6AT
United Kingdom
Email: support@timberprep.store
Phone: +44 7034 751869