Returns
If you are a consumer, you may have rights to cancel your contract with us in accordance with our Terms and Conditions of Sale. Please refer to the information in this policy regarding any such rights.
In addition to any rights to cancel you may have under our Terms and Conditions of Sale, if you change your mind about the goods you receive from us, we offer all of our customers a 20 day exchange or returns guarantee (as set out below).
What you can return
All goods you wish to return must be unused, in a saleable condition, with their original packaging and with all component parts and any promotional items received with the goods.
Please note we can only accept the return of goods which were purchased directly from us. Goods purchased elsewhere should be returned to original retailer.
Before you return the goods
Before returning any goods, please call us on 01522 720022 or email us at mail@cowleytimber.co.uk for a return label unless one has been provided to you.
Please ensure any goods you wish to return are securely wrapped and you enclose the completed returns form in the good’s packaging.
Returning the goods
When returning your goods, please ensure you comply with the following conditions. No claims can be processed unless these conditions are strictly adhered to.
Post office return is not available for items over 1m in length and 2kg in weight. If the goods are suitable for posting, please return the goods to the following address within 20 days from receipt of goods to:
Returns, Cowley Timber + Partners, the Quarry, Grantham Road, Waddington, Lincoln LN5 9NT.
You must obtain a proof of delivery receipt. This is your proof of return and must be provided if we fail to receive the goods you are returning.
If the goods are not suitable for posting, you must allow us (or the courier nominated by us) to collect them from you.
You may also request us to collect the goods from you but, depending on the circumstances (see our Terms and Conditions of Sale) you may be charged for such collection in accordance with our delivery charges (see below).
Returning goods purchased as a gift
If you received the good as a gift, we can offer you credit to the current value of the good, provided you follow the procedures set out in this returns policy within the correct timeframes and we can trace the original order on our system.
If you have any queries about goods purchased as a gift, please call our customer services on 01522 720022 or email us at mail@cowleytimber.co.uk.
Costs of returning
You will bear the cost of returning the goods unless it is expressly set out in our Terms and Conditions of Sale that we will bear the cost of returning the goods.
If we collect the goods, our delivery costs are:
| POSTCODES | Option 1 | Option 2 | ||
| Length up to 6.75m | Length up to 13.5m | |||
| Load Weight up to 1500kg | Load Weight up to 30000kg | |||
| 3 day delivery | 3 to 5 day delivery | |||
| LN | £108.00 | £324.00 | ||
| DE, DN, LE, NG, PE, S | £144.00 | £516.00 | ||
| AL, CM, CO, DL, DY, HP, IP, LU, MK, OX, SG, TF, TS, WR, WV, HU, LS, WF, HD, SK, B, CB, CV, HG, NN, NR, ST, WS, YO, BD, CW, HX, OL, M | £252.00 | £762.00 | ||
| DH, HR, SR, BB, BL, WN, WA, CH | £288.00 | £990.00 | ||
| ME, SN, RG, GL, SL, SS, NE, L, PR | £324.00 | £1,032.00 | ||
| LA, FY, BS, GU, LD, LL, NP, RH, SY, TN | £360.00 | £1,092.00 | ||
| BA, BN, CF, CT, PO, SO, SP, CA, BR, CR, DA, E, EC, EN, HA, IG, KT, N, NW, RM, SE, SM, SW, TW, UB, W, WC, WD | £396.00 | £1,224.00 | ||
| BH, SA, DG | £432.00 | £1,290.00 | ||
| TD, DT, TA | £468.00 | £1,428.00 | ||
| EX, EH, ML | £504.00 | £1,518.00 | ||
| G, KA, TQ | £540.00 | £1,620.00 | ||
| PL, FK, KY | £576.00 | £1,716.00 | ||
| TR, PA | £648.00 | £1,950.00 | ||
| IV, AB, DD, PH | £828.00 | £2,478.00 | ||
Receiving returned items
Within 14 working days of receiving a returned good, we will contact you on the details you provided in your original order to let you know we have received the goods.
Reimbursement
Whether you cancel your contract in accordance with any rights you may have under our Terms and Conditions of Sale or wish to return the goods, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. We will carry out any refund by using the same means of payment as you used for the initial transaction.
We will make any refunds due to you as soon as possible but please allow up to 14 days from our receiving the goods for the refund to be visible within your account.