Missing, Damaged & Incorrect Goods Policy
(Nottage Timber Merchants)
Quick Summary — What You Need to Do
• Report missing, damaged or incorrect items within 72 hours of delivery. • Call us on 01656 745959 or email your usual contact. • For timber, store goods correctly after delivery — timber is treated as a perishable item. • Photos are extremely helpful (even imperfect ones).
Full Policy
1. Checking Your Order
We advise all customers to check their delivery thoroughly as soon as it arrives, or where this is not possible, within a maximum of 72 hours. This allows us to resolve any issues quickly and accurately.
If you believe anything is missing, damaged or incorrect, please contact the team immediately on 01656 745959.
2. Missing Goods
If items appear to be missing:
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Check all wrapping and packaging — small items may be placed within larger bundles.
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Review your order confirmation — some items may arrive separately depending on their size or handling requirements.
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If items are still unaccounted for, notify us within 72 hours of delivery.
We will investigate the shortage by checking pick notes, loading checks, vehicle logs and stock movements.
Where a shortage is confirmed, we will arrange a replacement or refund.
Claims raised outside the 72-hour window may take longer to investigate and may not always be successful.
3. Damaged or Incorrect Goods
If you find damaged or incorrect items on delivery, please notify us immediately.
If the driver is still at the address
You may return any damaged or incorrect items directly to the vehicle. These items will be treated as rejected goods and can be credited or replaced promptly.
Photographic Evidence
To help us process your claim, please provide photographs where possible. They do not need to be perfect — even a poor photo is better than none.
4. Timber Products — Your Duty of Care
Once timber has been delivered, responsibility for correct storage and handling passes to you.
Timber is a natural and perishable material. If stored incorrectly, it may:
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Twist or bow
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Split or check
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Absorb moisture
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Suffer surface defects
Damage caused by incorrect storage, weather exposure or mishandling after delivery may result in your claim being declined.
We strongly recommend storing timber:
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Flat and level
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Off the ground
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Fully covered and protected
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With battens between layers for airflow
(See our full guide: How to Store Timber Correctly.)
5. Non-Timber Products
Non-timber goods also need to be reported promptly if there are any issues.
Some delivery methods have shorter reporting windows. Where no timeframe is provided by the delivery service, our default reporting period is up to 3 days after delivery.
Claims raised outside of this period may not be accepted.
6. Change of Mind Returns
Under UK distance-selling regulations, most unused goods can be returned if you change your mind.
However, timber cut to size, custom items, and products made to your specification are excluded from this and cannot be returned unless faulty.
FAQ — Missing, Damaged & Incorrect Goods
1. What happens if I report an issue after the 72-hour window?
We will still attempt to investigate, but the longer the delay, the harder it becomes to verify the issue. In some cases, the claim may be unsuccessful — especially for timber, which can deteriorate quickly if stored incorrectly.
2. Why is timber treated as a perishable item?
Timber reacts to the environment. Incorrect storage can cause twist, bow, splitting, checking, mould or moisture imbalance — issues that do not indicate a manufacturing defect. Because of this, responsibility passes to the customer after successful delivery.
3. Do I need to return damaged items?
Where practical, we do ask that all damaged goods be returned to us. Photographs are usually sufficient to determine whether an order or item requires return or replacement.
If the driver is present, you may return the item immediately. The driver will call us to advise of the return and the reasons, meaning we can usually rectify the issue very quickly.
We will advise you on the next steps depending on the issue.
4. What if the product I received is incorrect?
If the wrong product was delivered, contact us immediately. We will arrange a replacement and collection of the incorrect item at no cost to you.
5. Can I still return goods if I change my mind?
Yes — under distance-selling regulations, items ordered online or over the phone can be returned within 14 days of delivery. The items must be unused and in the same condition as received. Damaged goods caused by improper storage or handling will not be accepted for returns or refunds.
Custom-cut timber, made-to-order items and bespoke products are not eligible unless faulty.
6. What evidence do you need for a claim?
A short message and a photo (even low-quality) is usually enough. We only ask for photos so we can avoid delays and resolve the issue quickly. Photos help us determine how the damage was caused, when the damage likely occurred, and how we are going to resolve the issue. We can usually find your original order via various methods, so start with reaching out to us and we'll handle to rest.
7. Is there a cost for returns?
Where we are at fault such as missing or damaged goods, there will be no cost to you for fixing the issue. You will not be charged additional delivery fees regardless of the delivery method used.
Where the goods are no longer required, or you have changed your mind, the cost of returning the goods falls to you. If you wish, you can arrange for one of our drivers to collect the goods