Returns & Refunds

We hope you love your Riverside Timber Craft order. However, if you change your mind about an eligible standard item purchased online, you may cancel your order within 14 days of receiving it.

Please contact us within this 14-day period to let us know that you wish to cancel your order.

Once you have notified us, the item must be returned to us within 14 days.

Items must be returned unused and in their original condition.

Where you are returning an eligible standard item because you have changed your mind, you are responsible for arranging and paying for the return delivery. We strongly recommend using a tracked and appropriately insured delivery service, as the item remains your responsibility until it is returned to us.

Once we have received and inspected the returned item, we will process any refund due in accordance with your statutory rights.

Custom-Made, Bespoke & Personalised Orders

We do not accept returns or exchanges on custom-made, bespoke or personalised items where you have changed your mind.

This includes items made to your individual specifications, such as custom dimensions, bespoke sizes, personalised pieces or other specifications requested specifically by you.

Please check all measurements, dimensions and specifications carefully before placing or confirming a custom order.

This does not affect your statutory rights where an item is faulty, damaged, not as described or does not conform to the agreed order.

Damaged Items

We carefully package our products before dispatch.

If you are present when your delivery arrives and the parcel or item is visibly damaged, please reject the delivery where reasonably possible and contact us as soon as possible.

If the delivery has already been completed before you discover the damage, please contact us as soon as possible and provide clear photographs of the packaging and the damaged item.

We will work with you to resolve the issue.

Your statutory consumer rights in relation to goods that are faulty or damaged in transit are not affected.

Natural Timber

Our furniture and homeware products are made using real timber, and natural variations are part of the character of the material.

Grain patterns, knots, colour variations, small natural markings and other characteristics will vary from piece to piece. No two pieces of natural timber will be exactly identical.

These natural characteristics are not considered defects where the product is otherwise as described.

Refunds

Once an eligible return has been received and inspected, we will process the refund due to you.

Where the statutory cooling-off period applies, refunds will be made in accordance with your statutory consumer rights, including any applicable standard outbound delivery charge.

Additional delivery costs resulting from a customer choosing a delivery method more expensive than our standard delivery option are not refundable beyond the cost of our standard delivery service.

Refunds will normally be made using the original payment method.

Need Help?

If there is a problem with your order, please contact us as soon as possible.

We will always work with you to find the appropriate solution.

Nothing in this policy affects your statutory rights as a consumer.