Refund Policy

Last updated: 30 August 2026

Two separate rights apply to your order. First, a statutory 14-day right to cancel that we cannot restrict in any way. Second, a voluntary 30-day return window that we offer on top of it. Both are set out in full below.

Your right to cancel (Consumer Contracts Regulations 2013)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) acquire physical possession of the goods.

To exercise the right to cancel, you must inform us (Timbershedco, operated by ETRAPSHORTS LLC, 3 Stanway Street, Manchester, M9 4JQ, United Kingdom, e-mail contact@timbershedco.com, phone +447446395342) of your decision to cancel this contract by a clear statement (for example a letter sent by post or an e-mail). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient to send your communication before the cancellation period has expired.

Effects of cancellation: we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and not later than 14 days after the day we are informed of your decision to cancel. We will make the reimbursement using the same means of payment as you used (Visa, Mastercard, American Express, Apple Pay or Google Pay) and you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest. You must send back the goods without undue delay and in any event not later than 14 days from the day you communicate your cancellation. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Your right to cancel is unconditional – it does not require our approval, the original packaging or attached labels.

Model cancellation form

To: Timbershedco, operated by ETRAPSHORTS LLC, 3 Stanway Street, Manchester, M9 4JQ, United Kingdom, contact@timbershedco.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*]/received on [*]: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________

[*] Delete as appropriate.

Our voluntary 30-day return policy

In addition to the statutory right above, we give you 30 days from the day your order is delivered to return an item you have changed your mind about, for a refund of the product price.

Conditions for a voluntary return:

• The item is unused and unassembled, with all fixings, ironmongery and instructions included.
• It is returned in its original packaging, or in packaging that protects the timber as well.
• You tell us within 30 days of delivery and send the item back within 14 days of telling us.

These conditions apply only to our voluntary 30-day returns policy – your statutory rights are not affected. If you are exercising your 14-day right to cancel under the Consumer Contracts Regulations 2013, none of the conditions above apply.

How to start a return

1. E-mail contact@timbershedco.com with your order number and which item you are returning.
2. We reply within 24 hours with the return address and, for larger items, guidance on packing the panels so they survive the journey.
3. Send the item back and let us know the tracking number. We recommend a tracked service – the item is your responsibility until it reaches us.

Return postage

• Change of mind: you pay the cost of returning the goods.
• Damaged, faulty, incomplete or incorrect items: we pay. We arrange and fund the collection, or refund your return postage in full. You are never out of pocket for our mistake or for transit damage.

Refunds

We inspect every return on arrival and issue the refund within 5 business days of receiving it. Refunds always go back to the original payment method – Visa, Mastercard, American Express, Apple Pay or Google Pay – and your bank or card issuer may take a further 3 – 5 business days to show the credit on your statement.

We never charge a restocking fee or an administration fee on any return.

Exchanges

We are happy to exchange an item for a different one in the range – a larger shed, a different planter, a second raised bed. Tell us which item you would prefer when you contact us and we will confirm availability and any price difference before anything is sent. If the replacement costs less we refund the difference to your original payment method; if it costs more we send a payment link. Exchanges follow the same 30-day window and the same return-postage rules as above.

Faulty goods and your rights under the Consumer Rights Act 2015

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty you have a 30-day short-term right to reject them for a full refund, and thereafter the right to a repair or replacement. Nothing in this policy affects these statutory rights.

Timber is a natural material. Small knots, minor colour variation between boards and the gradual weathering of pressure-treated softwood from honey-brown towards silver-grey are normal characteristics and are not faults. Splits, missing parts, warped panels or ironmongery that does not function are faults, and we will put them right.

Items we cannot accept back

• Items that have been assembled, cut, drilled, painted, stained or otherwise altered.
• Items that have been installed outdoors and exposed to the weather.
• Items damaged after delivery by misuse, incorrect assembly or an unsuitable base.

None of these exclusions apply to goods that were faulty or damaged when they reached you.

If we cannot agree

Please contact our customer service first – almost everything is settled in one exchange of e-mails. If we cannot resolve your complaint, you may refer it to a relevant Alternative Dispute Resolution scheme or use the small claims track of the county court. Nothing in this policy restricts your statutory rights.

Contact

Any question about a return, an exchange or a refund – write to us and we will answer within 24 hours.