Returns & Refunds


Online, Phone & Trade Counter Orders: Customers placing an order online at or over the phone, can cancel orders up to 14 days from receipt of delivery or collection of the order, as per Customer Contracts Regulations, and receive a full refund excluding the cost of shipping, and a 20% re-stocking and administration charge.

For this to apply, any products or items must not be installed and should be returned undamaged at the Customers cost, in original packaging [if applicable] and should be in state ready for immediate re-sale.

Customers wishing to cancel orders after 14 days of receipt of delivery or collection of the order, should contact the Customer Services team with full order details. Once received, the request will be assessed on an individual basis. Cancellations within this period are at the sole discretion of Worcester Timber Products. If the cancellation request is accepted, any refund will exclude the cost of delivery, the cost of return shipping where applicable, and a re-stocking and administration charge of up to 20% of the order will apply.

Ordered received from Businesses are subject to our standard terms and conditions.

Custom or Personalised Orders: We are unable to accept cancellations of custom or personalised orders. Examples of custom orders include nonstandard sizes, cut to size, made to measure, finishes, special products or any other products which by reason of their nature cannot be returned or resold as part of our standard stock holding.

Factory Clearance Items: Factory clearance items are sold as seen, and Worcester Timber Products strongly recommend inspecting any factory clearance product/s before purchase.  No returns or refunds are available for factory clearance items.

Exchanges: To request an exchange of an order, please contact us in writing within 14 days of receipt of your order, preferably by email, with full details of the requirements.

Shipping: The customer is responsible for the cost of returning any item to Worcester Timber Products. The company work with a small number of national carriers which may be able to arrange the return. Please contact customer services to discuss options. It is recommended that the Customer ensures goods are well packaged before return and utilise the insured services of Special Delivery providers. If the goods are damaged in transit due to inadequate protection, we will be unable to process any refund.


Once we receive your item/s, it will be inspected, and we will notify you that we have received your returned item and the status of your refund after inspecting the item.  Please note, this may take up to 3 working days from receipt. If items that are returned are satisfactory, we will process a refund to the original card used in order transaction within 5 working days, minus any shipping costs and administration charges. You will receive the credit within a certain amount of days, depending on your card issuers policies.

Faulty or Damaged Goods: Worcester Timber Products pride itself on the high-quality manufacture and re-sale of a wide range of products, but on occasion they may become faulty or damaged in transit.  It is the customers responsibility to check all items upon collection or receipt of delivery for any defects, damage, or unsuitability. Worcester Timber Products are unable to refund any payment if the goods have been fitted prior to discovering the fault. Any commencement of installation work will be considered acceptance of the condition of the goods.

In the unlikely event that an item is deemed faulty, the Customer must notify the company explaining the problem with the item. This must be done within 24 hours of receiving the goods to enable the company to proceed with the return. In order to speed up the process, you may email with your order reference number, the details of the fault and if possible, any images displaying the fault.

Refunds will only be given for faulty or damaged goods where no replacement product can be supplied. Damage due to misuse, alteration to the product, or negligence is not covered under the returns policy and refunds will not be given

Terms and conditions of business

For full terms and conditions please refer to your original order or visit company website.

Contact us

If you have any questions or require further support regarding your order, please contact us:

01299 250744

Customers may also visit our Trade Counter at during operating hours at:

Hartlebury Trading Estate
Unit 6 Beech Drive
DY10 4JB