Cancellation Policy

At TimberNFlames Furniture, we want you to shop with confidence. This policy explains how you can cancel your order and what happens afterwards.

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

1. Cancelling Before Dispatch

If you change your mind, please contact us as soon as possible:

Email: support@timbernflamesfurniture.co.uk
Telephone: 020 3355 5547

If your order has not yet been dispatched, we will make reasonable efforts to cancel it before it progresses to delivery.

If your order has already been processed or dispatched, your statutory cancellation rights may still apply.

2. Your 14-Day Cancellation Right

For eligible online orders, you normally have 14 days from receiving your goods to cancel your order without giving a reason.

After notifying us of your cancellation, you normally have a further 14 days to return the goods, unless we have agreed to arrange collection.

Please contact us before returning any furniture so that we can provide the appropriate return instructions.

3. Return Costs

For a change-of-mind cancellation, you will normally be responsible for the direct cost of returning the goods, unless we have agreed otherwise or the law requires us to cover the cost.

Because our products can be large or bulky, we may arrange collection through an appropriate delivery partner. Any applicable return or collection cost will be explained before the return is arranged.

There is no return charge for verified faulty, damaged or incorrectly supplied goods where we are responsible for the return, as required by law.

4. Condition of Returned Items

For change-of-mind returns, please take reasonable care of the goods and return them in suitable condition.

Please keep the original packaging where possible until you have fully inspected your order.

Furniture should not be assembled, modified or damaged after delivery if you intend to return it because you have changed your mind.

We may make a deduction where permitted by law if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to inspect them.

5. Made-to-Order, Bespoke & Personalised Products

Certain bespoke, personalised or customised products may be excluded from the statutory cancellation right where the applicable legal exemption applies.

However, not every product described as “made to order” is automatically excluded.

Where a cancellation exemption applies to a particular product, we will make this clear before or at the point of purchase where required.

Your statutory rights regarding faulty, damaged or misdescribed goods remain unaffected.

6. Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, incomplete or not as described, please contact us as soon as reasonably possible, preferably within 7 days of delivery, so we can help promptly.

Please provide your order number and clear photographs of the item and packaging where possible.

We will assess the issue and, where appropriate, arrange a repair, replacement, price reduction or refund in accordance with your statutory rights.

We will cover reasonable return or collection costs where required by law.

Your legal rights are not lost simply because you contact us after 7 days.

7. Refunds

For an eligible cancellation, refunds will normally be issued within 14 days of receiving the returned goods or receiving reasonable evidence that they have been returned, where applicable.

Refunds will normally be made to the original payment method.

Where required by law, we will also refund the applicable standard delivery charge.

8. Sale, Clearance & Ex-Display Items

Clearance, sale and ex-display items remain subject to our cancellation and return policy where applicable.

Your statutory rights regarding faulty, damaged or misdescribed goods are not affected.

9. Assembly

If you choose to assemble a product yourself or use a third party, please follow the manufacturer’s assembly instructions carefully.

We cannot accept responsibility for damage caused by incorrect assembly or installation. This does not affect your statutory rights where the product itself is faulty or does not meet the requirements of the Consumer Rights Act 2015.

10. Contact Us

TimberNFlames Furniture
Trading as Crestore LTD
Company No. 16157693
86–90 Paul Street, London, EC2A 4NE, United Kingdom

Email: support@timbernflamesfurniture.co.uk
Telephone: 020 3355 5547
Opening hours: Monday–Friday, 9am–5pm

We aim to respond to enquiries within 24 hours during our business hours.