Refund & Returns Policy

Last updated: July 2025

Your Rights (UK & Wales Law)

As a customer of Rose Villa Timber, you have important legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations (2013), which apply to purchases made online, by phone, or at your home in Wales and the UK.

Returns & Cancellations

• Firewood and Timber Products: You may cancel your order within 14 days of delivery if your goods are unused and in the same condition as received. You must contact us within 14 days to arrange a return. Certain custom or perishable products may not be eligible for return—ask before ordering.
• Tree Services: If you wish to cancel a scheduled tree or site service, please provide at least 48 hours’ notice to avoid a cancellation fee.
• How to Request a Return: Contact us by email ([email protected])

Refunds

• Products: Once we receive and inspect the returned goods, we will process your refund within 7 days. Refunds are issued to your original payment method.
• Services: If a prepaid service is cancelled with sufficient notice, a full refund will be provided. If a service has already commenced, a partial refund may be offered at our discretion.

Damaged or Faulty Goods

• If your firewood or timber is delivered damaged, defective, or not as described, please contact us within 48 hours of delivery. We will arrange a replacement or refund, as required by UK consumer law.

Exceptions

• Custom Orders & Perishables: Specially cut timber, bespoke items, or perishable products (such as green firewood) are non-returnable unless faulty or damaged.
• Used Goods: We cannot accept returns on goods that have been used, altered, or not stored as instructed.

Contact Us

If you have any questions about your order or our returns process, please email [email protected].

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law.