Refund policy

RETURN AND REFUND POLICY

CHANGE-OF-MIND RETURNS

We accept eligible change-of-mind returns requested within 30 days after you receive your order.

To be eligible, products must be:

  • unused, uninstalled, uncut, uncoated, undrilled and otherwise unaltered;

  • undamaged and in their original saleable condition;

  • returned as complete packs, where supplied in packs;

  • in their original packaging; and

  • accompanied by the receipt or other proof of purchase.

To request a return, email hello@timberlinings.com.au before returning or delivering any products. Returns sent or delivered without prior approval may not be accepted.

Approved returns must be sent to:

Timber Linings
1/5 Lawson Crescent
Coffs Harbour NSW 2450
Australia

Customer visits and return deliveries are by prior arrangement only.

For approved change-of-mind returns, you are responsible for arranging and paying for suitable return transport. Products remain your responsibility until received and inspected by us. Original delivery and freight charges are not refundable for change-of-mind returns.

DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please inspect your order as soon as reasonably possible after delivery. Contact us promptly if a product is damaged, faulty, materially different from its description or sample, or if you receive the wrong product.

For visible freight damage, please note the damage when accepting delivery where possible and take photographs of the packaging and products. This will help us assess the issue and resolve it quickly.

Email hello@timberlinings.com.au with your order number, a description of the issue and clear photographs where appropriate.

If a product does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another remedy. Where faulty products are large, heavy or difficult to return, we will arrange collection or pay reasonable return transport costs as required by law.

This 30-day change-of-mind period does not limit the rights or remedies available for faulty products under the Australian Consumer Law.

NATURAL TIMBER VARIATION

Timber is a natural material. Color, grain, figure, knots and other characteristics can vary between boards, packs, samples and production batches. Reasonable natural variation consistent with the product description is not considered a defect.

Please inspect products before cutting, coating or installation. If you believe there is a problem, contact us before proceeding so we can assess it. This does not limit any rights you may have under the Australian Consumer Law.

ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS

We do not accept change-of-mind returns for:

  • products that have been cut, installed, coated, drilled, damaged or otherwise altered;

  • opened or incomplete packs;

  • samples and sample packs;

  • custom, made-to-order or specially sourced products;

  • clearance products expressly identified as final sale; or

  • gift cards.

These exclusions apply only to change-of-mind returns and do not exclude rights relating to faulty products under the Australian Consumer Law.

EXCHANGES

We do not process direct exchanges. If your return is approved, you may return the eligible product and place a separate order for the replacement product.

REFUNDS

We will notify you after we receive and inspect your return and advise whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since we approved your refund, please contact hello@timberlinings.com.au.

AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

CONTACT

For return or refund enquiries, contact:

Email: hello@timberlinings.com.au
Address: 1/5 Lawson Crescent, Coffs Harbour NSW 2450, Australia