Returns & Refunds

A little reassurance with every order.

If something isn’t right, we’re here to help. We offer a 180-day return period, alongside your statutory rights as a consumer.

1. Our 180-day returns policy

You can request a return within 180 days of receiving your item.

For change-of-mind returns under this additional policy, items must be unused, undamaged and complete with their original accessories, labels and packaging. Please contact us within the 180-day period and send the item back within 14 days of your request.

These additional conditions do not limit your statutory cancellation rights or your rights if an item is faulty, damaged or not as described.

2. How to start a return

Email service@timberplatess.com or visit our contact page. Please include:

• Your order number or another proof of purchase.
• The item or items you wish to return.
• Details of any fault or delivery problem, with photographs where available.

We’ll provide the appropriate return address and instructions. Please contact us before posting, as the address on your parcel may not be our returns address.

You do not need to give a reason when exercising your statutory right to cancel. A clear statement that you wish to cancel is sufficient; no particular form is required.

3. Your right to cancel an online purchase

For most online purchases, you can cancel without giving a reason by notifying us within 14 days after receiving your goods. You then have a further 14 days to send them back.

You may inspect the goods as you would in a shop. Original packaging is helpful but is not a condition of exercising this statutory right.

Where permitted by law, we may deduct an amount for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

4. Items with return restrictions

Some goods are excluded from change-of-mind returns, including:

• Goods made to your specifications or clearly personalised.
• Goods that are liable to deteriorate or expire rapidly.
• Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
• Goods that become inseparably mixed with other items after delivery.

Any relevant product-specific restriction will be explained before purchase. An item is not excluded simply because it is a beauty, personal care or cleaning product.

These restrictions do not remove your rights if goods are faulty, damaged or not as described.

5. Faulty, damaged or incorrect items

Please contact us if an item arrives damaged, develops a fault or differs from what you ordered. Include your order number and a description of the issue. Keep the item and packaging while we help resolve it.

Depending on the circumstances, you may be entitled to a refund, repair or replacement. For most goods, you have a short-term right to reject faulty items within 30 days of delivery. Other statutory remedies may remain available after that.

We will cover reasonable return costs where goods are faulty, damaged on arrival or incorrectly supplied. Contact us to arrange the return before paying for postage.

Your statutory rights are not limited to our 180-day return period.

6. Return postage

For change-of-mind returns, you are responsible for the direct cost of return postage, provided we informed you of this before purchase, unless we have agreed otherwise.

Please pack items securely and keep proof of postage. A tracked service is recommended, particularly for higher-value items.

7. Refunds

Refunds are issued to the original payment method, unless you expressly agree to another method. We do not charge a fee for processing a refund.

For statutory cancellations where you return the goods, we will refund you without undue delay and within 14 days of receiving the goods or evidence that you have sent them back, whichever is earlier. Different timing applies where we arrange collection.

For eligible returns under our additional 180-day policy, we will issue the refund within 14 days of receiving the returned item.

Once issued, the time taken for the refund to appear in your account depends on your bank or payment provider.

8. Original delivery charges

If you cancel your entire order under your statutory cancellation rights, we will refund the cost of our least expensive standard delivery option. Any extra amount paid for premium delivery is not refundable.

For partial change-of-mind returns, or returns made solely under our additional 180-day policy, original delivery charges are not normally refunded. This does not affect any refund required by law for faulty or incorrectly supplied goods.

9. Sale items and bundles

Sale items have the same statutory rights as full-price items.

For a partial return from a discounted bundle, the refund will reflect the amount paid for the returned item after the bundle discount. We will explain the calculation where needed.

10. Changing or cancelling before dispatch

If you need to change or cancel an order, contact us as soon as possible. We’ll check whether preparation or dispatch can still be stopped.

If the parcel has already been dispatched, you can still exercise any applicable cancellation or return rights. We’ll explain the next steps.

11. Contact us

For return or refund enquiries, email service@timberplatess.com or use our contact page. Include your order number so we can help more quickly.

This policy is provided by Make Trendy Limited, trading as Timbe. Nothing in this policy limits or excludes your statutory consumer rights.