Refund & Damaged Product Policy

Last Updated: August 24, 2026

At Timber & Soft, we aim to ensure that every order arrives safely and as described. Because our products may be fulfilled through third-party suppliers and international shipping partners, we have established the following policy for damaged, defective, incorrect, or materially misdescribed products.

Damaged Products

If your order arrives damaged, please contact us within 14 days of delivery with clear proof of the damage. Refunds are only available for products that arrive damaged.

To help us investigate the issue, you must provide:

  • Your order number
  • Your name and email address
  • A clear description of the issue
  • Clear photographs of the product
  • Photographs of the packaging where applicable
  • Video evidence where reasonably necessary to demonstrate the problem

Claims without sufficient evidence may not be accepted.

Change-of-Mind Purchases

We generally do not accept returns or provide refunds for:

  • Change of mind
  • Incorrect product selection
  • Personal preference
  • Colour or style preference
  • Incorrect measurements or space requirements
  • Products that are no longer wanted

However, nothing in this policy is intended to remove or restrict any mandatory consumer rights that apply under the laws of your country or region.

Incorrect Products

If you receive a product that is materially different from the product you ordered, please contact us within 14 days of delivery with supporting evidence.

We will review the order and determine the appropriate resolution.

Refunds & Resolutions

Where a refund is legally required or approved following our review of a valid damaged, defective, or incorrect-product claim, the refund will generally be issued through the original payment method.

Depending on the circumstances, an appropriate resolution may include a replacement, partial resolution, or refund where applicable.

False or Fraudulent Claims

Timber & Soft does not accept false, misleading, manipulated, or fraudulent claims.

We may request additional evidence where necessary to verify a reported issue. Fraudulent or abusive claims may be rejected.

International Consumer Rights

Customers located in certain countries or regions may have consumer protection rights that cannot legally be excluded. Where applicable, these rights will take precedence over this policy.

For example, applicable laws in certain jurisdictions may provide additional rights concerning defective, misdescribed, or undelivered goods.

Shipping & Delivery

Our standard shipping timeframe is 12–30 business days.

Delivery estimates are not guaranteed and orders may occasionally take longer due to customs, carrier delays, supplier processing, weather, holidays, or other circumstances outside our reasonable control.

Contact Us

For questions or to report a damaged, defective, or incorrect product:

Timber & Soft
Email: officialtimbersoft@gmail.com

Please contact us as soon as possible after receiving your order so we can review the issue.