Shipping & Returns Policy
This Shipping & Returns Policy forms part of the Nottage Timber Merchants Terms and Conditions of Sale and applies to all orders placed through our website, by telephone, or in person. By placing an order, the customer confirms that they have read, understood, and agreed to be bound by this policy in full. Failure to read this policy does not affect its application.
1. Delivery
1.1 Delivery area
Delivery is available only to addresses within SA, CF and NP postcodes. All deliveries are carried out using our own vehicles and drivers unless expressly agreed in writing. Courier delivery or delivery outside our standard delivery area may be available for certain items by prior arrangement only and is not offered via the website.
1.2 Delivery charges
Delivery charges are calculated based on the delivery postcode and distance from our premises. We operate multiple delivery pricing bands, starting from £7.50. The applicable delivery charge and any free delivery threshold are calculated automatically at checkout once the delivery address has been entered and are displayed prior to payment being taken.
1.3 Delivery times
All delivery times are estimates only and are not guaranteed. Standard stocked items are normally delivered within 3–5 working days. Items supplied on a special-order, made-to-order, machined, cut-to-size or bespoke basis require additional processing time and may take up to 14 working days to manufacture, after which delivery will be scheduled. Delivery times are subject to vehicle availability, route planning, load size, access limitations, and operational constraints.
1.4 Tradespeople and third-party arrangements
Customers must not book tradespeople, contractors, installers, or other third parties until goods have been delivered in full and inspected. Nottage Timber Merchants accepts no responsibility for costs incurred as a result of delivery delays, rescheduling, access issues, manufacturing lead times, or any other factors affecting delivery, including but not limited to labour costs, cancellation charges, call-out fees, loss of earnings, or consequential losses.
1.5 Delivery days and communication
Website orders are delivered Monday to Friday only. Customers will receive a text message on the working day prior to delivery confirming that delivery is scheduled. Drivers may contact the recipient shortly before arrival. Delivery time windows are indicative only and cannot be guaranteed.
1.6 Kerbside delivery
All deliveries are made on a kerbside delivery basis only. No unloading beyond the kerbside, no manual handling assistance, and no placement on the customer’s property are included unless expressly agreed in writing. The customer is responsible for ensuring adequate manpower and equipment are available to move goods from the point of delivery.
1.7 Access responsibility
The customer is solely responsible for ensuring that the delivery address is accessible by a suitable delivery vehicle. Any known or reasonably foreseeable access restrictions, including narrow roads, low bridges, weight-restricted routes, restricted access sites, or time-restricted delivery zones, must be disclosed prior to delivery. Where delivery cannot be completed due to undisclosed access restrictions, the goods will normally be returned to our premises and rescheduled. Where access restrictions were known or should reasonably have been known but were not disclosed, additional delivery charges may apply.
1.8 Safe place and failed delivery
The customer does not need to be present for delivery. Goods may be left in a designated safe location only where this has been requested and agreed in advance. Once goods are left in an agreed safe place, responsibility for loss or damage passes to the customer. Where no safe place has been agreed and delivery cannot be completed, the goods will be returned to our premises and rescheduled.
2. Cancellation, Returns and Refunds
2.1 Statutory cancellation rights
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to cancel eligible distance contracts within 14 days of delivery, or within 14 days of collection for Click & Collect orders. This right applies only to goods that are not supplied to the customer’s specifications and are not clearly personalised.
2.2 Special-order and bespoke goods
Goods supplied specifically for the customer are non-returnable except where faulty or supplied incorrectly. This includes, without limitation, special-order items, cut-to-size products, machined timber, made-to-order goods, and bespoke items of any description. Any goods ordered in specifically for a customer, or altered from their standard form at the customer’s request, are deemed to fall within this category. A change of mind, aesthetic preference, colour selection, suitability assessment, or project change does not give rise to a right of cancellation for such goods.
2.3 Customer responsibility for suitability
The customer is responsible for ensuring that goods ordered are suitable for their intended purpose, application, and environment. We do not accept responsibility for goods ordered incorrectly, including incorrect sizes, quantities, finishes, or specifications selected by the customer.
2.4 Change of mind returns (eligible goods only)
Where goods are eligible for return and there is no fault, the customer is responsible for returning the goods to our premises at their own cost. Where collection is requested, this may be arranged at a charge of £3.00 per mile, calculated on a return journey basis.
2.5 Condition of returned goods
Returned goods must be unused, undamaged, and in a condition suitable for resale. Goods that have been installed, cut, altered, or used in any way are not eligible for return.
2.6 Damaged or incorrect goods
All claims for damage or incorrect supply must be submitted in writing within 72 hours of delivery or collection and must include the order number, clear photographic evidence, and a description of the issue. Failure to report issues within this timeframe may affect our ability to investigate or offer a remedy.
2.7 Remedies and refunds
Where goods are confirmed to be faulty or supplied incorrectly, an appropriate remedy will be offered in accordance with statutory obligations. Approved refunds are normally processed within 24 hours of acceptance of the return or resolution of the claim. Refunds are issued to the original payment method only.
2.8 Click & Collect
Click & Collect orders are treated as distance contracts. The cancellation period runs from the date of collection. Customers are responsible for inspecting goods at the point of collection. Once goods have been collected, responsibility for their condition passes to the customer.
Nothing in this policy affects your statutory rights.