Refund policy

Return & Refund Policy

 

At TimberNFlames Furniture, we want you to shop with confidence. This policy explains your rights if you need to cancel an order, return an item or report a damaged or faulty product.

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

1. Cancelling Your Order

If you change your mind, please contact us as soon as possible at support@timbernflamesfurniture.co.uk or 020 3355 5547.

For eligible online orders, you normally have 14 days from receiving your goods to cancel, without giving a reason. After notifying us, you normally have a further 14 days to return the goods.

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

2. Return Costs

For a change-of-mind return, 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.

For large or bulky furniture, we may arrange a suitable collection service and will explain any applicable return costs before the collection is arranged.

If an item is faulty, damaged, not as described or otherwise does not meet your statutory rights, we will arrange an appropriate remedy and cover reasonable return costs where required by law.

3. Refunds

For an eligible cancellation, we will normally issue your refund 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.

4. Damaged, Faulty or Incorrect Items

Please check your furniture upon delivery where reasonably possible.

If your item arrives damaged, faulty, incomplete or not as described, please contact us as soon as possible at:

support@timbernflamesfurniture.co.uk

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

Depending on the circumstances, we may arrange a repair, replacement, price reduction or refund, in accordance with your statutory rights.

5. 30-Day Short-Term Right to Reject

Under the Consumer Rights Act 2015, you may have a short-term right to reject goods that are faulty, not as described or not of satisfactory quality. This generally applies within 30 days of taking ownership of the goods, subject to the applicable legal requirements.

6. Made-to-Order & Personalised Products

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

Not every product described as “made to order” is automatically excluded. Where an exemption applies, we will make this clear before or at the point of purchase where required.

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

7. Contact Us

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

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.

We are a small business and truly value every customer. Thank you for shopping with TimberNFlames Furniture.