Refund and Returns Policy


If for any reason you are not satisfied with your purchase. Goods can be returned within 14 days for a full refund or within 28 days for an exchange. If 28 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it with your original receipt. 

Several types of goods are exempt from being returned. Bespoke goods such as gates, convex/concave panels, paling panels, pergolas, timber cut to size, brown timber treated to order and sale items. 

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted due to a 25% restocking charge. This includes any timber and paving products order over £500. 


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Shipping returns

Mail Returns: To return your order, please complete the form HERE and mail your product(s) including the form to: Hales Sawmills, Western Way, Market Drayton, TF9 3UY.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Large order returns: If your products were delivered by our own fleet, please email [email protected] and we can try and arrange a collection service. 

A collection charge will apply (this is the same as the shipping cost, which can be calculated on our checkout page). If you receive a refund, the collection charge will be deducted from your refund.

Need help?

Contact us at [email protected] for questions related to refunds and returns.

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