Shipping and Returns Policy

Change of mind:
We take pride in our products, and while we hope you love them, we understand things can change. However, as all items are made to order, once your timber is purchased, refunds are not possible. For standard (non-custom) items and shelves that aren’t pre-drilled, we’re happy to offer a store credit.

To request a return, contact us at hello@thetimberline.com.au within 14 days of receiving your order. Include your name and order number, and wait for confirmation before returning items. Return shipping costs are your responsibility.

Items must be in ‘as-new’ condition—unused, uninstalled, and undamaged—and should be returned in original packaging, if possible. After inspecting the item, we’ll issue a store credit minus the original delivery fee.

Please note or failure to miss the production time listed refunds will not be granted.

Damaged items:
Occasionally, items may be damaged in transit. Please inspect your order upon arrival, as damages may not always be apparent from the packaging. If you find any damage, contact us within 24 hours of delivery, providing clear photos. Our customer care team will guide you through the next steps.

Important Notice on Installation Instructions and Refunds:
Our products come with detailed installation instructions and important pre-purchase information on product pages and more information can be found in our blogs and FAQ page. It is your responsibility to thoroughly review this information before placing an order. Refunds will not be issued if you fail to follow or understand these instructions. By completing your purchase, you confirm that you have read and understood the installation process. Please reach out if you have any questions before purchasing. Instructions are provided on your confirmation email but if you wish to see them being making your purchase please email us and we will send them to you.