Refund & Returns Policy
Timber is a natural product that is graded, cut and shipped to each buyer’s order. This policy explains what happens if the timber you receive does not match your confirmed order.
Quality Claims Window
You may submit a claim within 14 days of the container arriving at the destination port. Claims must be made before the timber is further processed, cut or installed.
What You Can Claim For
- Species different from the species ordered
- Grade, dimensions or moisture content outside the agreed specification
- Volume shortage compared with the packing list
- Damage caused by inadequate packing before loading
Natural variation in colour, figure and grain within the agreed grade is not a defect.
How to Submit a Claim
- Contact us with your order number and a description of the problem.
- Send clear photos of the affected bundles, their markings and the container, plus moisture readings where relevant.
- For large claims, an independent survey report may be requested.
Resolution: Replacement, Credit or Refund
If we confirm that timber does not conform to the order, we will, at your choice, replace the non-conforming volume, issue a credit on a future order, or refund the value of the non-conforming volume. Where goods need to be returned or replaced, we pay the related costs for non-conforming timber.
Refund Timing
Approved refunds are paid within 14 business days of the claim being accepted, using the original payment method (for example bank transfer).
Cancellations
- Orders can be cancelled free of charge before production or cutting begins.
- If we cannot supply the confirmed order, any deposit you paid is refunded in full.
- Custom-cut or kiln-dried orders cannot be cancelled once processing has started, except where we fail to meet the agreed specification.
Change-of-Mind Returns
Because timber is cut and shipped internationally to order, we do not accept returns for change of mind once the goods have been loaded.
Raising a claim
Email sales@globaltimbertradehub.com with your order number, photos and a short description. We reply within one business day.