RETURNS ON CUSTOM MADE ITEMS
Please take note that our custom made items are non-refundable due to the extensive detail entered into prior to ordering.
RETURNS ON SMALL ITEMS FROM THE ONLINE SHOP
According to our returns policy, we are happy for you to return or exchange a “smalls” item you have ordered from us. Your return or exchange needs to be done within 10 days of the date of delivery to be deemed acceptable. Moreover, the item needs to be in its original condition and packaging in which it was sent to you.
We will not accept any returns which are not packaged properly, regardless of the reason you are returning them. Once we are satisfied with the condition of the item, you will be refunded via your original method of payment. Otherwise you can exchange said item for another of the same product/value if there is stock on hand.
We can only make exchanges for the exact same item and/or an item of the exact same value. If you would like an item of a different value from the store,
- you will have to purchase this separately
- or wait until you have been refunded to fill in the difference.
Unfortunately we do not accept returns of sale items.
RETURNS POLICY ON SHIPPING
Shipping fees are non refundable.
Any shipping fees associated with making returns are the responsibility of the customer. Shipping fees are not refundable by Fresh Timber.
If your product is damaged on delivery, please notify us immediately. Please send us images as proof within 10 days of delivery to firstname.lastname@example.org so we may rectify the situation.
We do not accept any returns for items if they are not sufficiently packaged. If it is obvious that an item you return becomes damaged in transit due to poor packaging, you may not qualify for a refund/exchange. When this is the case, we may charge you the return shipping fee to send these goods back to you.
Please keep in mind that if you decide to use a third party shipping company to receive your goods or send them on as a gift, we will not be held responsible for any damages. This remains true even if you contact us within the 10 days of the return policy.