RETURNS POLICY
If you need to return an item please contact the branch you ordered from, or our customer service team.
Call our Customer Services team on:
Monday to Friday: 7:30- 17:15
Saturday : 09:00 – 14:00
Email us at:
If you’ve ordered goods from Kelvin Timber, your right to cancel the contract begins when your order is accepted, either by email confirmation or when the goods are delivered or collected. To exercise your right to cancel, notify us within 14 days of receiving the goods and return them within an additional 14 days (a total of 28 days).
- You can cancel your order before goods are dispatched or before the confirmed collection time for click and collect orders, at no cost. A refund will be issued within 48 Hours of notification.
- If cancellation happens after dispatch a refund will be delayed until we can a. Confirm the return or b. The goods are back in our store.
- To cancel, return the goods to any Kelvin Timber branch, providing details of your order, contact information, and the reason for cancellation. Please note if you receive the goods damaged or are incorrect, please send pictures of the issue in the first instance.
- Goods must be returned during our branch opening hours, which may vary by location.
- Full refunds are issued when goods are returned in resalable condition: original packaging, unused, undamaged, and with the invoice copy.
- Take reasonable care to ensure goods aren’t damaged during the return, returned goods are your responsibility to arrive back in our store as you received them.
- Damaged or modified goods will not be eligible for return. If you do return these and we notice any issues on inspection, we will return the goods back to you and make you aware.
- On occasion, we may adjust the prices of our stock if we can procure them from our suppliers at a more favorable rate. If you have placed an order with us and a price reduction is applicable, it is within Kelvin Timber’s discretion to decide whether to honor this adjustment. Please be aware that the stock you have purchased is sourced from suppliers with whom we have already transacted at a higher cost. Accordingly, no refunds will be provided under these circumstances. For any inquiries or concerns, kindly reach out to our support team.
- If goods are not returned as required, we may charge reasonable costs for recovery or replacement. This cost will be advised at point of contact and can vary for different reasons.
- In case of faulty goods, standard delivery costs are refunded, or we provide collection services.
- For products delivered by Kelvin Timber, customers must notify us immediately if they receive damaged, incorrect, or missing items. If you can please inspect the goods at point of delivery to confirm there have been no damages, if there is any visible issues, please do not accept the goods and notify the driver.
- Our first course of action is to replace the item if it’s in stock before we can offer a refund.
- Please note that due to the natural characteristics of timber, product dimensions may vary slightly from the advertised measurements. We strive to provide accurate sizing, but minor variations can occur as part of the manufacturing and processing process. If you need a required size please contact us first to ensure its exact.
We recommend that customers refrain from scheduling builders, joiners, or tradesmen until the goods have been received. Please be aware that we cannot accept liability for any delays arising from driver issues, traffic, or unexpected circumstances.
We strongly advise all customers to verify the receipt of their goods before initiating installations. We regret that we cannot provide compensation for any call-out or related expenses.
If an item is returned because it is unwanted or no longer needed and is within the timescale already mentioned, and there is no issue within our control, a collection charge of £24.00 applies if we are collecting from you locally within our postcode data. However please note this charge will vary if you have purchased items from our Direct Suppliers, there costs will vary and advise you contact us first to find out what the cost will be.
- For LPD Doors products, customers must notify Kelvin Timber within 48 hours of delivery.
- Customers should carefully inspect doors before signing for delivery. If any damage is detected, they must immediately contact us.
- In case of damage, customers must send pictures of the damage and provide comments about the delivery. As we need to send this proof to LPD to notify them of the issue.
- Claims for LPD Doors products must be made within 14 days; after this period, LPD Doors does not accept liability for returns.
- Please ensure to notify us right away if any issues so we can resolve the issue quickly, we cannot be held liable to refund if you do not follow the timeline, never accept a door and leave it unsuspected as you are waiting on someone to install, always check the goods in case there are issues, Kelvin Timber cannot be held liable for a delay in contact.
