Returns & Refund Policy

Last updated: 7 August 2026

Welcome to the Returns & Refund Policy for JEM Timber LTD.

We are committed to supplying quality timber and building materials at competitive prices. Please inspect your order carefully upon delivery before accepting the goods.

Timber Products

Timber is a natural product, and variations in grain, colour, knots, splits, shrinkage and minor surface characteristics are normal and do not necessarily indicate a fault.

We ask all customers to inspect their order carefully at the time of delivery.

Once timber has been delivered and accepted by the customer as being in good condition, it is non-refundable and cannot be returned due to a change of mind, incorrect ordering, or because it is no longer required.

Damaged, Incorrect or Inferior Goods

If your order arrives:

* Damaged during transit;
* Incorrect; or
* Materially below the expected quality,

please contact JEM Timber LTD as soon as possible, preferably within 48 hours of delivery.

Where appropriate, we may ask for photographs of the affected goods.

Following inspection, we will, where appropriate:

* Replace the damaged or incorrect goods;
* Replace any goods found to be of an unacceptable quality; or
* Provide a refund where required under UK consumer law.

Reporting an Issue

To help us resolve your enquiry quickly, please provide:

* Your order number;
* A description of the issue;
* Clear photographs of the goods; and
* Your contact details.

Email: jake@jemtimber.co.uk

Refunds

Where a refund is approved, it will be processed using your original payment method. Processing times may vary depending on your bank or payment provider.

Your Consumer Rights

Nothing in this Returns & Refund Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

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This version is professional, SEO-friendly, and suitable for an e-commerce website. It also makes it clear that accepted timber is non-refundable while still explaining that JEM Timber LTD will replace damaged, incorrect, or genuinely inferior goods, which is important for customer confidence and compliance.