Returns and Exchanges Policy
Thanks for choosing Clare Timber Products. We stand behind the quality of our timber and building materials and want you to be fully satisfied. Please review our returns and exchanges policy below to understand how we can help if something isn’t right as well as your rights and obligations.
Conditions for Returns and Exchanges
Moisture Content Assurance
On-site measurement
If you believe your timber exceeds the moisture levels stated on our website, we will arrange an on-site moisture reading at your premises.
Pass/Fail thresholds
Air-dried products: over 20% moisture = non-conforming
Kiln-dried products: over 20% moisture = non-conforming
If the timber is above the threshold (non-conforming), you may choose one of the following, at no cost to you (no call-out or transport fees):
exchange for another product of equal or similar value, or full refund to your original payment method.
Storage requirements (must be met)
Before testing, we’ll confirm the timber has been stored off the ground in a well-ventilated area, protected from the weather (rain/spray/direct ground contact). Improper storage may invalidate the claim.
If the timber is within the specified range (conforming), call-out and transport fees will be charged.
If you still wish to swap products, we’re happy to help—new prices (and any delivery charges) will apply for exchanges of conforming goods.
How to arrange a check: Contact claretimberproducts@gmail.com or call 0871145530 with your order number and brief details. We’ll schedule the visit and confirm any preparation needed.
Size Exchanges & Delivery Errors
Customer-requested size change: You may exchange for a larger or smaller size, subject to stock availability.
Transport/delivery fees will apply. Any logs already used will be charged (we’ll only credit the unopened/unused portion).
If the new size has a different price, the difference will be charged or refunded accordingly.
If we delivered the wrong size: If the incorrect size was sent by us, we’ll exchange for the size you purchased at no cost to you—no transport, call-out, or handling fees.
How to arrange: Contact claretimberproducts@gmail.com or call 0871145530 with your order number and the size you want to swap to. We’ll confirm stock and schedule the exchange.
If the wrong size product has been erroneously delivered by the company, we will exchange it for the size you purchased without additional fees.
Incorrect Product
If the delivered product is not the one you purchased, we will exchange it at no additional cost.
Change-of-Mind Cancellations & Returns (Conforming Goods)
If products are within the stated moisture parameters and free from defects: You may cancel or return the order, subject to charges for any logs that have been used (only unopened/unused logs are eligible for credit).
Transport/collection fees (and any call-out where applicable) will be charged.
Refunds will be issued minus the above charges once the goods are received and checked.
How to arrange: Contact claretimberproducts@gmail.com or call 0871145530 with your order number. We’ll confirm the applicable fees and next steps.
How to Request a Return or Exchange
1) Contact us
WhatsApp: 0871145530
2) Share the details
Please include:
Order number
Your name and contact number
Delivery address
Product name/size and quantity
Reason for return/exchange (e.g., wrong size, change of mind, moisture concern, damage)
Photos where relevant (outer packaging, labels, and the issue)
3) Wait for instructions
Our team will reply with next steps—typically an RMA/reference number and guidance on packaging, collection, or drop-off (where applicable).
4) Prepare the goods
Keep items unused where possible and re-pack securely.
Stack/strap logs safely for collection.
Include any accessories or paperwork that came with the order.
5) Collection/return & fees
We can arrange transport/collection; fees apply unless the return is due to our error.
If goods are within moisture parameters and free from defects, charges will apply for any used logs and for transport/collection (per our policy).
If we delivered the wrong size, we’ll exchange at no cost to you.
6) Inspection & outcome
Once inspected, we’ll process the exchange or refund in line with our policy.
