Refund policy

Last updated: 15 August 2026

At Timber Nest, we want you to be satisfied with your purchase. This Refund & Return Policy explains when you can return a product, how to request a return, and how refunds are processed.

1. About Timber Nest

Business Name: Timber Nest
Address: 90 Montpelier Gardens, London E6 3JF, United Kingdom
Email: contact@timbernest.co.uk
Phone: +44 7737 134219
Market: United Kingdom only

Timber Nest is a UK-based online store specialising in handmade Garden & Outdoor Wood products. We sell Garden & Outdoor Wood products to customers throughout the United Kingdom.

2. Our 30-Day Return Policy

We accept eligible returns within 30 days of delivery.

If you would like to return an eligible product, please contact Timber Nest before sending the product back.

Our 30-day return policy is in addition to your statutory consumer rights under UK law and does not restrict any legal rights you may have.

3. Statutory 14-Day Cancellation Right

In addition to our 30-day return policy, UK consumers may have a statutory right to cancel an online purchase within 14 days of receiving their goods under the Consumer Contracts Regulations 2013.

If you wish to exercise your statutory cancellation right, you must notify Timber Nest within 14 days of receiving your order. After notifying us, you generally have a further 14 days to return the goods.

This statutory cancellation right is separate from our 30-day return policy and does not affect your other consumer rights under UK law.

4. Conditions for Returns

To be eligible for a return, the product must be:

Unused
In new condition
Returned with reasonable care
Returned in its original packaging where reasonably possible
Accompanied by your order details or proof of purchase

Products must not have been damaged, modified, or used beyond what is reasonably necessary to inspect the product.

Because our products are made from natural wood, variations in colour, grain, texture, and natural markings are normal characteristics of real wood and are not automatically considered defects.

5. Change-of-Mind Returns

If you change your mind about your purchase, you may request a return within our 30-day return period, provided the product meets our return conditions.

For approved eligible change-of-mind returns:

Timber Nest provides free return shipping.

Once your return request has been approved, we will provide the return instructions needed to send the product back.

6. Faulty, Damaged, or Incorrect Products

If your product arrives:

Damaged
Faulty
Defective
Incorrect
Significantly different from the product description

Please contact us as soon as possible.

Please include:

Your order number
A description of the issue
Photos showing the problem where applicable

We will review the issue and provide an appropriate solution, including repair, replacement, or refund where applicable.

7. How to Request a Return

To request a return, contact:

Timber Nest
Email: contact@timbernest.co.uk
Phone: +44 7737 134219

Please provide:

Full name
Order number
Product name
Reason for return
Photos if the product is damaged or defective

We will review your request and provide the appropriate return instructions.

8. Return Shipping Costs

Timber Nest provides free returns for eligible returns under our 30-day return policy.

For approved change-of-mind returns, Timber Nest will provide return instructions and cover the cost of return shipping.

If a product is faulty, damaged, incorrect, or covered by statutory consumer protection rights, Timber Nest will handle the return in accordance with applicable UK law.

9. Exchanges

We accept eligible exchanges, subject to product availability.

To request an exchange, please contact:
contact@timbernest.co.uk

If the requested replacement product is unavailable, we will provide an appropriate alternative or refund where applicable.

10. Refunds

Once an eligible returned product has been received and the return has been approved:

Refunds are processed within 7 business days.

Refunds are issued to the original payment method used for the purchase.

Timber Nest does not charge any restocking fees for eligible returns.

11. Refund Amount

For an approved refund, the eligible purchase amount will be refunded.

Where a customer exercises a statutory cancellation right, any refund relating to the original standard delivery charge will be handled according to applicable UK law.

Additional charges for upgraded delivery services may not be refundable.