Refund policy

Delivery Policy

At Timber Grooves, we are committed to delivering your products with the utmost care and within the specified timeframes.

Delivery Timeframes:

  • Personalised Items: Due to the custom nature of our products, delivery for personalised orders takes approximately 2-3 weeks from the date of purchase. We will keep you updated on your order's progress and notify you once it has shipped.
  • Furniture & Large Items: Custom furniture and larger items may take 4-6 weeks for production and delivery, depending on the complexity of the item and current production demands.
  • Standard Products: Non-personalised products typically ship within 5-7 business days.

Shipping Costs:

  • Shipping rates are calculated at checkout based on the size and weight of your order, as well as your delivery location.
  • For orders within Australia, we offer standard and express shipping options.
  • International shipping is available upon request. Please contact us for a customised shipping quote.

Order Tracking: Once your order has shipped, you will receive a confirmation email with a tracking number, allowing you to monitor your package's journey.

Returns & Refunds Policy

We take pride in the quality of our handcrafted products and want you to love your purchase. However, we understand that sometimes things don't go as planned. Here's how we handle returns:

Personalised Products:

  • Due to the custom nature of personalised products, we do not accept returns or offer refunds on items that have been personalised, unless the product is defective or arrives damaged.
  • If your personalised item arrives with a defect or damage, please contact us within 7 days of receiving your order with photos and details. We will arrange a replacement or offer a refund if the issue cannot be resolved.

Standard Products:

  • Non-personalised items may be returned within 14 days of receipt for a full refund or exchange, provided the item is in its original condition and packaging.
  • The customer is responsible for return shipping costs, unless the return is due to a defect or error on our part.

Damaged or Defective Items:

  • If your item arrives damaged, please contact us within 7 days with photos and a description of the damage. We will work with you to arrange a replacement or refund.

Refund Process:

  • Refunds will be issued to the original payment method within 7-10 business days of receiving the returned item.
  • For damaged items or errors, refunds will include the original shipping cost.

How to Initiate a Return or Exchange:

  • To start a return, exchange, or file a claim for a damaged item, please contact us at timbergroovesw@gmail.com with your order number, photos, and a description of the issue.