Shipping and Returns Policy

Change of mind: 

We are proud of our products and we can’t imagine anyone changing their mind, but as we are a made to order business once you have placed your order your timber is purchased from the supplier and generally work has started on your order, for this reason we cannot issue refunds but more than happy to issue you a store credit. 

You may return it to us within 14 days of the date you received it. You must email us at hello@thetimberline.com.au with your name and order number ASAP before returning any items. The cost of returning the item to us is your responsibility.

Items returned must be in ‘as-new’ condition. This means you have not used or installed the items and they are not damaged. Please return items secured in their original packaging if possible.

After we have received your item and confirmed it is in ‘as-new’ condition, we will issue you with a store credit less the initial delivery fees.

Damaged items: 

Unfortunately, and despite our best efforts, items are occasionally damaged in transit. Please open your items as soon as you receive them. If you notice that an item is damaged when it is delivered to you, please contact us within 24 hours of delivery with clear digital photos showing the damage. Our customer care team will advise you on the next steps.