Refund and Returns Policy
At Timber Experts Global Holdings, we are committed to providing our clients with exceptional service and high-quality timber products. This Refund and Returns Policy outlines the conditions under which refunds, returns, or replacements may be issued.
1. General Policy
Due to the nature of our business — including custom timber orders, bulk shipments, and project-based consulting — all sales are considered final unless otherwise agreed in writing.
We encourage all clients to carefully review specifications, terms, and contracts before confirming any purchase.
2. Timber Product Returns
We accept returns only in the following cases:
- The products delivered are damaged or defective upon arrival;
- The items delivered do not match the specifications confirmed in the official purchase order.
To request a return:
- Contact us within 7 business days of delivery;
- Provide supporting documentation (photos, delivery receipt, and purchase reference);
- The returned items must be unused, unaltered, and in original condition.
Note: Clients are responsible for return shipping unless the error was caused by us.
3. Refunds
Approved refunds will be processed via the original method of payment or applied as credit toward a future order, based on the client’s preference and agreement terms.
We do not issue refunds for:
- Custom-milled timber products;
- Orders cancelled after production has begun;
- Delays caused by external factors (e.g. customs, logistics disruptions, force majeure).
4. Consulting & Advisory Services
All service fees for consulting, project planning, or assessments are non-refundable once the engagement has commenced, unless otherwise specified in the service agreement.
5. Cancellations
For cancellations, please contact us within 48 hours of placing the order. After this period, production or logistics may have started, and cancellation may not be possible.
6. Contact Us
To initiate a return, request a refund, or ask about a cancellation, please contact our support team at:
Email: info@timberexpertsglobalholdings.com
Phone: 27 73 428 7735
Business Address: Ground floor, Bldg 4, 50 Constantia Boulevard, Constantia Kloof, Johannesburg, 1709.
We reserve the right to update this policy at any time. Please review it periodically for changes.