Trade Customer Policy

Effective Date: 01/01/2024

Thank you for choosing Timber Foundry for your trade needs. Below are the terms and conditions that apply to all trade customers purchasing our products. By placing an order, you agree to abide by the following policies:

1. Warranty and Guarantee

• Our standard warranty does not apply to trade products used in commercial environments.
• We offer a 1-year guarantee on all trade products, effective from the date of delivery.
• This guarantee covers manufacturing defects only and does not apply to wear and tear, misuse, improper installation, or failure to follow maintenance guidelines.

2. Payment Terms

• Full payment is required at the time of order placement.
• Production or order fulfilment will not commence until payment is received in full.
• Payment methods accepted: Credit card, BACS, Paypal.

3. Lead Times and Bulk Orders

• Lead times for individual products are listed on our website and may vary based on stock availability.
• For bulk orders, we strongly advise contacting Timber Foundry before placing your order to confirm lead times, as stock levels can fluctuate throughout the season.

4. Delivery and Quality Check

• Customers must inspect all items upon delivery.
• Any issues, including defects or damages, must be reported to Timber Foundry within 24 hours of receiving the goods.
• If no report is made within this timeframe, we cannot accept liability for defects or damages discovered later.

5. Returns and Restocking

• We accept returns within 14 days of delivery, provided the following conditions are met:
  • The product must be returned in its original packaging.
  • The product must be in its original, unused, and dry condition.
• The customer is responsible for:
  • The return courier fee.
  • A 10% restocking fee, which will be deducted from the refund.
• Please contact Timber Foundry to arrange a return and obtain the necessary return authorisation.

6. Cancellations

• Once an order is placed and payment is made, cancellations may incur a processing fee depending on the status of the order.
• If manufacturing has already begun, cancellations may not be possible.

7. Custom and Bulk Orders

• Custom and bulk orders are non-refundable unless there is a proven manufacturing defect.
• For bulk orders, we reserve the right to ship products in multiple deliveries depending on stock availability.

8. Liability and Disclaimer

• Timber Foundry is not liable for any loss or damage arising from delays in delivery due to unforeseen circumstances (e.g., weather, supply chain disruptions).
• Products are designed and tested for specific use cases. Timber Foundry is not responsible for issues arising from improper use or installation.

9. Customer Obligations

• It is the responsibility of the customer to ensure that the goods ordered are suitable for their intended purpose.
• Customers must store products in a dry and safe environment to maintain their condition.

10. Contact Information

For any questions or concerns about your order, please contact Timber Foundry:

• Email: info@timber-foundry.com
• Phone: 01629 343350
• Business Hours: Mon-Fri 9am-5pm

By placing an order, you confirm that you have read, understood, and agreed to the above terms. Timber Foundry reserves the right to update this policy at any time without prior notice.

Thank you for choosing Timber Foundry for your trade needs.