We want every order to arrive exactly as expected. If something isn’t right, letting us know as soon as possible helps us resolve the issue quickly and fairly.

🔍 Check Your Goods on Delivery

We ask all customers to check goods thoroughly as soon as possible after delivery.

• Ideally, inspect your order immediately on delivery

• Where this isn’t possible, inspections must be completed within 72 hours of delivery

If you discover any missing, damaged or incorrect items, please contact our team as soon as possible:

📞 01656 745959
📝 Or use the contact form below

Prompt reporting allows us to investigate while information is still fresh and helps avoid unnecessary delays.

🪵 Timber Goods – Important Storage & Handling

Timber is a natural product and requires appropriate care once delivered.

After delivery:

• Responsibility for timber passes to you

• Timber must be stored, handled and protected correctly

• Poor storage can lead to twisting, splitting, checking or other defects

Because of this, timber is treated as a perishable item.
Damage caused by incorrect storage, exposure to weather, or mishandling after delivery may result in a rejected claim.

📸 Reporting Damage – Photos Help

If damage is identified:

• Please report it as soon as possible (within 72 hours)

• Where possible, take photographs of the damage

We understand that not all damage is easy to photograph — but even a basic photo is far more helpful than none at all, and may be requested by our team to support your claim.

📦 Non-Timber Goods

For non-timber items:

• Missing or damaged goods should be reported as soon as possible

• Different delivery services may have different reporting timeframes

Where no specific reporting period is stated, the default notification period is up to 3 days from delivery.

Claims raised outside this timeframe may not be accepted.

🚚 If the Driver Is Still On Site

If you notice damage while the delivery driver is still present:

• Damaged items may be returned directly to the delivery vehicle

• These will be treated as rejected goods

• Items can then be credited or replaced, in line with our standard procedures

🤝 Our Commitment

We will always aim to resolve issues fairly, professionally and as quickly as possible.
Inspecting your goods promptly and reporting any concerns early helps us do exactly that.

If you’re unsure whether an issue needs reporting, please contact us — we’re always happy to advise.