Refund policy

Return & Refund Policy

At TimberForge Gates Ltd, customer satisfaction is our priority. We take great care in manufacturing and supplying high-quality timber gates. If you are not completely satisfied with your purchase, we are here to help.

1. Returns

We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.

To qualify for a return:

The item must be unused and in the same condition as received.
The product must be returned in its original packaging wherever possible.
You must provide proof of purchase or your order confirmation.
Returns must be authorised by TimberForge Gates Ltd before being sent back.

To request a return, please contact us before returning any item.

Email: info@timberforgegates.com

Return Address:
TimberForge Gates Ltd
Upper Barn Farm Industrial Park
A41
Aylesbury
HP18 0JX
United Kingdom

Returns sent without prior authorisation may not be accepted.

2. Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon delivery.

If your order arrives damaged, faulty, incomplete or incorrect, please contact us within 24 hours of receiving your delivery.

Please include:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging (if damaged)

Once reviewed, we will arrange an appropriate solution as quickly as possible, which may include a replacement, repair or full refund where applicable.

3. Large Item Deliveries

Our timber gates are large and heavy products requiring specialist handling during transportation.

Customers are encouraged to inspect the goods upon delivery before installation.

If any visible transit damage is present, please notify the delivery driver where possible and contact us immediately.

Installing a damaged product before reporting the issue may affect the outcome of your claim.

4. Change of Mind Returns

If you wish to return an item because you have changed your mind:

The product must be unused and in resaleable condition.
The product must be returned in its original packaging.
Customers are responsible for arranging and paying the return shipping costs.
Original delivery charges are non-refundable unless required by law.

Returned items must arrive in suitable condition. Any damage caused during return transit may reduce or prevent a refund.

5. Custom-Made & Special Order Products

Custom-made, made-to-order or personalised timber gates cannot be returned unless they are:

Faulty
Damaged during delivery
Supplied incorrectly

Please ensure all measurements are checked carefully before placing an order for custom products.

6. Exchanges

If you require a different size or style, please contact us first.

The quickest way to receive an alternative product is to return the original item (once approved) and place a new order.

7. European Union Cooling-Off Rights

For orders delivered to countries within the European Union, customers have the legal right to cancel or return their purchase within 14 days of receiving the goods.

Products must be returned unused, in their original condition and with proof of purchase.