Refund policy

Delivery Diligence

We inspect everything carefully before it leaves us and heads to you…to make sure it's as you and we want it to be. And while we package our products to protect them during delivery, we try to use as little packaging as possible to reduce our environmental impact as best we can. And this is something we’re always looking to improve upon as we go. Groovy Timber® cannot accept any responsibility for the loss or damage of goods left unsigned for at the address to which they’re delivered.

Damaged or Defective Goods

If you receive a product that’s damaged or defective before you use it, then please contact us within 7 days informing us of the exact problem and take photos and, if you also wish, a video of the item. You can return it within 28 days and either get a replacement or a refund. Just make sure you give us your order number and return the item in its original packaging.

Cancellation

To cancel an order, please e-mail us at support@groovytimber.com with details of the order you want to cancel within 48 hours of placing your order.

Returns

We want you to love the product we send you and enjoy using it. So if you decide that it’s just not your cup of tea, then you can return the item within 28 days from the date it’s delivered to you, provided you have contacted us within 7 days of this to advise of its return to us…as long as the product is unused, undamaged and in its original packaging. The cancellation period ends on the expiry of the period of 7 days beginning with the day after the day on which you received the goods.

We will not pay the costs of returning an item to us. And until we receive the item you are returning it is your responsibility. So, for your protection and peace of mind, we recommend you use a recorded delivery service to return such items. Therefore, to get a full refund, simply return the item to us unused, undamaged and in its original packaging and kindly do so within 28 days of your cancellation. Refunds may take up to 30 days to process – but generally we get them to you much quicker than this.

If the item has been damaged, used or is not returned in its original packaging, then we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale. We will email you to let you know what this is once we receive the returned item. If the item is not returned within 28 days then we cannot refund you.

You can find out more information about the EU Distance Selling Directive here.

Bespoke Orders

Advising you on bespoke orders is free…and we’re happy to help create something great for you that’s just what you want. Once we’ve come up with the design and costings, any quote we send you is valid for 14 days from the date it’s sent. We reserve the right to amend the quote during this time if there’s an unexpected change in timber prices, but this is unusual. But, in the unlikely event this happens, we will notify you immediately.

Once you have agreed on the design and, based on this, we have confirmed the final costs for this, you need to pay 50% of that price before work can begin. The remaining 50% of the final cost is paid upon completion and before your bespoke order is delivered. So, once an order for bespoke furniture has been placed and the initial payment paid, we take this as acceptance of our terms and conditions on the bespoke product being made for you.

No major changes can be made once you have confirmed the design and once you have paid, and your order cannot be cancelled or refunded. Any changes made to an order after acceptance of specifications and payment may incur a charge. And, as we’re sure you understand, no refunds will be given on any of our bespoke products at any time.

What We Produce For You

Our mission is to design, manufacture and sell innovative and quality timber products that make various aspects of your life at your home much easier, more effective and more enjoyable.

They’re made from wood that’s sourced from responsibly managed forests and that’s also pressure treated (tanalised) to make our wood products as durable and long lasting as possible. For instance, the pressure treatment of the wood we use in all parts of our products can stop them being affected by rot and fungus for up to 15 years.

Not only that, but our products are designed and made to be strong, cleverly designed, aesthetically pleasing, long lasting and the most effective solution for the use they’re designed for.