Refund & Returns Policy

Please refer to the following information when returning products delivered from the Sherman & Young Timber Ltd website.

Your statutory consumer rights are not affected by this information.

Sherman & Young Timber Ltd will attempt to respond to all issues within 1 – 5 working days. Please note, Saturdays, Sundays and Bank Holidays are not classified as working days.

All process issues, returns, and any subsequent refunds will be dealt with fairly.

Products Not Needed

You can return any unused product to us in its original condition for a refund within 30 days of receiving it and we’ll either exchange it or give you a refund.

Once your product has been received and your return accepted a refund will be applied via your original payment method (excluding any shipping or delivery fees) within 5 working days.

If for some reason you are not fully satisfied with your purchase, please call immediately on 01942 727 314 to speak with our customer service team.

Please note, we do not accept returns on items using our ‘cut-to-size’, ‘made-to-measure’, or ‘bespoke joining’ services.

Cancel an Order

To cancel an existing order and to be issued a refund please phone us immediately on 01942 727 314

You’ll need your order number, name and address, and account number (if applicable) when calling.

Products Ordered Incorrectly

If you have ordered the wrong product please notify us as soon as you notice the error as we may be able to amend your order.

If the order has been received and the wrong products ordered please give us a call on 01942 727 314, we’ll work with you to resolve any issues!

Faulty, Damaged or Incorrectly Supplied Products

Once we arrive with your order all goods must be inspected and check upon arrival for defects, damage, or unsuitability.

You must notify us and explain why an item is faulty within 24 hours of the original receipt of goods in order for a refund to be processed. We may request images before attempting to resolve or refund products resulting from fault, damage or incorrectly supplied items.

We only accept refunds on faulty, damaged, or incorrectly supplied products that are and remain in unused condition.

Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds will not be issued.

You may choose to speed up the refund process by bringing the damaged, faulty, or incorrectly supplied products directly to our store in Wigan. Alternatively, you may call us on 01942 727 314 with the order number and the details of the fault.

Please note, refunds may be given for damaged goods if we do not have a suitable replacement product.

Additional non-returnable items:

  • Gift cards

If you have any additional questions or concerns, we can help, please call us on 01942 727 314.

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