Returns and refunds

Thirty days

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we may not be able to offer a refund or an exchange.

To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging. We need a receipt or proof of purchase to complete the return.

Made-to-order work is different

Much of what we make is cut, machined or assembled to suit one order. For a custom-sized, made-to-order or specially manufactured item, a return or a change may not be available unless the item is defective, damaged, or supplied incorrectly - and once production has started, a change may not be possible at all.

Which is why, if you are unsure about a size, about whether a product suits the job, or about pickup and freight, the thing to do is ring us 03 9720 1996 before you order rather than after.

Refunds

Once your return is received and inspected, we will let you know that we have it, and whether the refund has been approved or rejected. If it is approved, the refund is processed back to your original method of payment within the applicable processing time.

If a refund has not arrived

Check your bank account again first. Then contact your bank or your card provider, because there is usually processing time on their side before a refund is posted.

If you have done both and it still has not reached you, email info@heritagedecorativetimber.com.au and we will chase it.

Exchanges

We replace an item if it is defective or damaged. Contact us before you send anything back, so that we know it is coming and why.

Who pays the return freight

If a return is approved, you may be responsible for the cost of sending the item back, and freight charges are not refundable unless we have agreed otherwise or it is required under the applicable consumer law.

For a higher-value item we would use a trackable freight service, or insure the freight, rather than send it uninsured.

The guarantee is a separate thing

A guarantee is not a returns policy, and the two get confused. Our 25 year guarantee on external LOSP H3 treated pine used above ground depends on the product being primed correctly before it is installed and maintained afterwards; the conditions are set out on our painting instructions page.

Timber is also a natural product. In line with the Victorian Building Authority and the Australian Standards, small cracks, shrinkage and movement in timber exposed to the weather are normal and expected. They are a characteristic of the material rather than a defect.

Talking to us

Ring 03 9720 1996 or email info@heritagedecorativetimber.com.au. How your order reaches you in the first place is on our delivery and pickup page.