Refund policy

Last updated: 10 October 2025

1. Summary of your rights

  • You have statutory rights under the Consumer Rights Act 2015.
  • For most online purchases, you have a 14-day cooling-off period from the day after delivery to cancel for any reason (Consumer Contracts Regulations 2013), subject to the exceptions below.

2. Exceptions to the cooling-off period

The following purchases are not covered by the 14-day right to cancel:

  • Made-to-order or cut-to-size products (for example, timber cut lengths, worktops, glass, special-order items).
  • Mixed, tinted or personalised finishes.
  • Sealed goods not suitable for return for health or safety reasons once unsealed (for example, certain chemicals, PPE), if seals are broken.
  • Goods that have been installed, used, altered or not returned in a resaleable condition.
  • Project-specific or bespoke Rothoblaas orders placed direct from Italy

3. How to cancel a non-faulty order

  • You may cancel within 14 days from the day after delivery. You then have a further 14 days to return the goods.
  • How to cancel: email info@timbasystems.com with your order number and a clear statement of cancellation.
  • Condition: goods must be unused, in original packaging where possible, and handled only as necessary to inspect.
  • Return shipping costs: unless we offered free returns, you are responsible for return costs. For bulky or palletised items, we can arrange collection at your cost of £20 per pallet / parcel or actual carrier charges, whichever is higher.
  • Refunds: we will refund the price paid (including standard delivery) within 14 days of receiving the goods back or proof of return. We may deduct for loss in value due to unnecessary handling.

4. Faulty or damaged goods

  • Report within 30 days of delivery (or sooner for transit damage — ideally within 48 hours with photos and delivery note markings).
  • Remedies: replacement, repair or refund according to law. We cover return / collection costs for faulty or misdescribed items.
  • For batch-sensitive goods (for example, sealants), please check batch numbers before installation. Installed goods are deemed accepted unless a latent defect.

5. Reductions to refunds

  • We may reduce your refund for missing packaging, used or damaged goods, or incomplete sets.
  • Please include all accessories, fixings and documentation when returning.

6. Exchanges

  • Where stock allows, we can exchange products. Pricing differences and collection / delivery costs apply.

7. Refund method & contact