Returns & Exchanges
Timbo’s Shop specialises in unique, one-off handmade pieces crafted using traditional methods and techniques. We are committed to providing our customers with the highest quality products, craftsmanship, materials and exceptional customer service.
It is important to us that our customers at Timbo’s Shop love their handcrafted piece for years to come. All of our hand-made products undergo our quality assurance checks prior to dispatch to ensure they meet our high-quality standards. When you purchase a product from Timbo’s Shop, you are purchasing a unique product that is made with heart, soul and craftsmanship.
Due to the handmade nature of each product, the features, dimensions and finishes may vary compared to similar products in our range or compared to the images used on our website to represent this product. We do encourage customers to visit our showroom (if practical) to experience the look, smell and feel of our individual products.
In the event that a product does not meet your expectations, we will happily refund or exchange your product where possible as per the below policies.
Refunds, Returns & Exchange Policies:
Change of mind:
If you purchase a product and decide that you no longer want the product due to a ‘change of mind’, we can offer you an exchange or refund (minus any shipping and packing costs) within 28 days of the original purchase. To receive a refund or exchange for ‘change of mind’, you must contact us within 28 days of the purchase date, provide proof of purchase (ie email confirmation of order) and return the product (undamaged, unused and in original packing) via our preferred shipping provider and as per instructions we provide to you.
Damaged or defected goods:
If you purchase a product that is delivered to you damaged or defective, we are happy to provide a full refund or exchange (if applicable) of the product and any related shipping costs. To receive a refund or exchange, you must contact us within 28 days of the purchase date, provide proof of purchase (such as your email order confirmation) and photos of the damaged product. Once claim is approved, you will be required to return the product via our preferred shipping provider and as per the packing instructions we provide.
- Damaged: Is a product that arrives damaged or broken from transit / delivery.
- Defective: Is a product that is deemed not fit-for-purpose or considered defective (due to craftsmanship or materials) within 14 days of delivery of the product. We will provide a full refund or exchange (if applicable) including any shipping costs incurred, provided that the product has been cared for and maintained as per the specific product care instructions provided on our website or with the product. If you feel your product is defective after 14 days, please see our Product Warranty page.
Goods not as described:
If you purchase or receive a product from Timbo’s Shop that you feel is incorrect or not as described, we are happy to provide you with a refund or exchange (if applicable) within 28 days of the original purchase. To receive a refund or exchange, you must contact us within 28 days of the purchase date, provide proof of purchase (such as an email order confirmation), provide details of how the product does not meet your expectations and return the product (undamaged, unused and in the original packaging) via our preferred shipping provider and as per packing instructions we provide you.
Lost or missing deliveries:
Within Australia, we use Australia Post Express Post for deliveries which includes parcel tracking. Whilst we make every effort to ensure your products are shipped safely and securely, we cannot be held liable or responsible for any products that are: lost in transit due to an incorrect address or details provided by you, if your parcel is stolen from your premises once delivered, if you authorised someone else to collect the parcel on your behalf, or if you requested the product to be left unattended at any location.
Processing of Returns, Refunds or Exchanges
Once you have contacted us to activate a product refund/return/exchange and the product has been received and inspected by us, we will send you a notification via email followed by confirmation details of your refund or exchange.
Any approved refunds will be processed for payment within 5 business days (excluding bank or third-party processing times), OR if the product is eligible for exchange, we will contact you to discuss what product you would like to exchange your original product for. Exchanges are up to the value of the product minus any applicable shipping costs. The new product will then be processed and delivered as per our normal shipping and delivery terms.