Policies​

Timber Natives sticks to the tenet of “quality first, customer foremost”. We check every product before it is packed and sent, but sometimes a return or an exchange is necessary. If you are not satisfied with your purchase, please take advantage of our cancelation policy and return policy.

Regarding problems not mentioned below, please email [email protected].

Cancellation after payment

You can cancel your order up to 2 days after making the purchase.

Return Policy

We encourage you to thoroughly check the package and make sure the items are the ones you have ordered. If you are planning to exchange/return a product, please make sure it is undamaged and please keep the packaging to ensure a safe return to us. 

15 days conditional return

If you are not satisfied with your purchase and the product is still in undamaged condition, we can arrange a full refund. In most cases, we can organise to pick the product back up from your address. A small fee of $50-$150 may apply to cover the return costs.

15 days After deliverY

Please contact us for more information.

Defective, Damaged, Mis-shipped, Lost Items:

1. You are eligible for a partial/full refund or exchange if we shipped you a defective, damaged or mis-shipped item. For lost items, we will reship if possible. Otherwise you will get a refund.

2. If you believe your item was damaged during shipping, please obtain “Proof of Damage” documentation from your delivery carrier, which should be included in your returned package.

How can I return the defective item to Timber Natives?

Please contact us before returning a defective item to receive the return shipping address and other instructions. Timber Natives can not be responsible for returned item(s) without notifying us in advance.

What we need:

1. Your order number
2. A short description of the problem that occurred with the product

Please Note:

1. Once your request has been approved, we will organise a pick-up of the item and provide a shipping label that you can print and stick to the package. 
2. Please ensure the product is well packaged and safe for return. 

Any purchase on Timber Natives indicates that you have read, understood and agreed with our Cancellation & Return Policy stated above. Timber Natives reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the website.