Refund policy

Returns & Refunds Policy

Effective Date: July 2026

At Harrwoods Timber Co, each product is handcrafted with care using premium hardwood timber. As many of our products are custom-made or manufactured to order, please read this policy carefully before placing your order.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

2. Change of Mind

As the majority of our products are custom-made, built to order or manufactured to the customer’s selected specifications, we do not accept returns, exchanges or refunds where you:

• Change your mind.
• Order the incorrect size.
• Select the wrong timber species.
• Select the wrong finish or product options.
• No longer require the product.
• Find the product elsewhere after placing your order.

Please carefully review all measurements, specifications and selections before completing your purchase.

3. Customer Measurements and Specifications

Customers are responsible for ensuring that all measurements, dimensions, specifications and product selections provided to Harrwoods Timber Co are accurate before placing an order.

Where products are manufactured based on measurements or specifications supplied by the customer, Harrwoods Timber Co accepts no responsibility for products that do not fit or are unsuitable due to incorrect measurements or information provided by the customer.

We strongly recommend that all measurements are checked carefully before ordering. Where appropriate, customers should engage a qualified tradesperson to measure and confirm dimensions prior to purchase.

If you are unsure whether a product is suitable for your project, please contact us before placing your order. We are happy to discuss your requirements and provide general guidance; however, the final responsibility for confirming measurements and specifications remains with the customer.

4. Order Cancellations

Orders may be cancelled prior to production commencing.

Once production has commenced, custom-made or made-to-order products generally cannot be cancelled, as materials and labour have already been committed to your order.

If a cancellation is approved after production has commenced, Harrwoods Timber Co reserves the right to retain part or all of any deposit or payments made to cover costs already incurred.

5. Natural Timber Characteristics

Timber is a natural product and every piece is unique.

The following are natural characteristics and are not considered faults or defects:

• Variations in grain and figure.
• Colour variation.
• Gum veins.
• Knots and small natural imperfections.
• Mineral streaks.
• Texture variation.
• Natural movement associated with seasonal humidity changes.
• Minor variations from website photographs or display samples.

These characteristics contribute to the individuality and beauty of solid timber products.

6. Damaged or Faulty Products

If your order arrives damaged or you believe it is faulty, please contact Harrwoods Timber Co within 2 hours of receiving your goods

Where possible, please provide:

• Your order number.
• A description of the issue.
• Clear photographs of the product and any packaging.
• Photographs showing the fault or damage.

We will assess the issue and work with you to determine the appropriate remedy in accordance with the Australian Consumer Law.

7. Freight Damage

If your product is damaged during transit, please notify us within 2 hours of delivery.

Please retain all packaging until the matter has been resolved, as it may be required for a freight claim.

8. Incorrect Orders

If Harrwoods Timber Co has supplied a product that differs from your confirmed order, please contact us as soon as possible.

Where we have made an error, we will work with you to provide an appropriate remedy, which may include repair, replacement or refund, depending on the circumstances.

9. Return Process

Returns must not be sent back without first contacting Harrwoods Timber Co.

If a return is approved, we will provide instructions for returning the product.

Unauthorised returns may not be accepted.

10. Return Shipping Costs

Where a return is required due to a fault, damage or an error by Harrwoods Timber Co, we will discuss appropriate arrangements for repair, replacement or return freight in accordance with the Australian Consumer Law.

If a return is approved for any other reason, the customer may be responsible for all associated freight and handling costs.

11. Contact Us

If you have any questions regarding this Returns & Refunds Policy, or believe your product has arrived damaged or faulty, please contact Harrwoods Timber Co using the contact details provided on our website.