Refund policy

Timber Hub Return & Refund Policy

At Timber Hub, we're dedicated to ensuring your complete satisfaction. If your purchase doesn't meet your expectations, we're here to help make things right.

Returns

  • Time Frame: You have 30 days from the date you receive your item to request a return.
  • Condition for Returns: Items must be unopened, unused, and in original packaging to be eligible for a return. Returns are not accepted for opened cartons, used product, custom-cut or made-to-order flooring, sale/clearance items, or gift cards.
  • Change-of-Mind Returns: Return shipping is the customer's responsibility for change-of-mind returns. A restocking fee may apply to cover handling of returned bulk or opened-carton product, assessed on a case-by-case basis.
  • Faulty or Incorrect Items: If you receive a product that is faulty or different from what you ordered, we will cover the return shipping costs and guide you through the return process to resolve the issue.
  • Initiating a Return: To initiate a return, please contact us first at admin@timberhub.com.au. We'll provide detailed instructions on how to proceed. All returns should be sent to the following address: Timber Hub
    19 Healey Road, Dandenong South VIC 3175, Australia

Our team will guide you through every step to ensure your return is processed efficiently.

Damages and Issues

Please inspect your order upon delivery. Timber and flooring products can be affected by transit damage that isn't always visible until unpacked — if you discover any defects, damage, or if the item differs from what you ordered, please contact us as soon as possible so we can resolve the issue promptly.

Custom and Made-to-Order Products

Custom-cut, made-to-order, or special-order timber and flooring cannot be returned or exchanged once cut or ordered to specification, as these are produced specifically for your order.

Exchanges

The quickest way to get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the correct product.

Refunds

Upon receiving and inspecting your return, we will notify you about the status of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process the refund. If you have not received your refund within 15 business days of approval, please contact us at admin@timberhub.com.au.

Trade and Bulk Orders

Trade account and bulk order returns are subject to the terms agreed at the time of purchase. Please contact your account contact directly for assistance.

Your Satisfaction Is Our Priority

Our goal at Timber Hub is to ensure you are completely satisfied with your purchase and our service. If you have any questions or need further assistance, our team is here to help.