Returns

At Timber Lodge 365, we strive for perfection in every project. However, we understand that circumstances can change. Below are the terms regarding order cancellations and the return of our timber structures.

1. Cancellations Before Delivery

If you decide to cancel your order before it has been dispatched, please contact us as soon as possible. For standard models, a full refund of your deposit may be possible. However, for bespoke or highly customized orders, a cancellation fee may apply to cover the costs of materials and labor already invested in your project.

2. Returns of Standard Products

If you wish to return a standard, non-customized product after delivery, it must be in its original, unassembled condition and in its original packaging. Returns must be requested within 14 days of delivery. Please note that the customer is responsible for the cost of returning the item to our warehouse, and a restocking fee may apply.

3. Bespoke and Custom Orders

Products that have been custom-made to your specific dimensions, layout, or requirements are generally non-returnable. Because these structures are manufactured specifically for you, they cannot be easily resold to other customers. We encourage you to double-check all plans and measurements before confirming your order.

4. Damaged or Defective Items

In the unlikely event that your timber lodge arrives with significant manufacturing defects or damage that occurred during transit, please notify us immediately. We will arrange for replacement parts to be sent out or for our team to carry out necessary repairs. Our priority is to ensure your structure is sound and complete.

5. Natural Wood Characteristics

As timber is a natural living product, minor imperfections such as small cracks, knots, or slight color variations are normal and are not considered defects. These characteristics do not qualify for a return or refund, as they do not affect the structural integrity or beauty of the building.

6. Assembled Products

Once a structure has been partially or fully assembled, it can no longer be returned. We strongly advise inspecting all components before the assembly process begins to ensure everything is to your satisfaction.

7. Refund Process

Once a return is approved and the item is received back at our warehouse in its original condition, we will process your refund. The refund will be issued to the original payment method used during the purchase. Please allow 5–10 business days for the funds to appear in your account.