Returns Policy

Earthy® Timber ‘s wooden counter tops and furniture are premium quality, durable products handcrafted to order to the highest standards. All our timber is sourced from renewable and responsibly managed woodlands and vacuum kiln dried on site. Every order is made to measure to your specifications. 

Since all our products are bespoke, orders cannot be cancelled once we have accepted them for handcrafting.

Exceptional circumstances

Once the Company sends the confirmation of order and payment has been processed, a contract is created with our Company and the bespoke fabrication will commence. Since all our products are bespoke, orders cannot be cancelled once contract has been created and we have accepted the goods for production.

In exceptional circumstances and in our absolute discretion we may allow the customer to cancel the order if the manufacturing process hasn’t started.  Cancellation of orders will only be accepted if the Company has agreed in writing and on condition that you reimburse the Company all costs and expenses or losses and damages resulting from the cancellation. We reserve the right to offer or withdraw this cancellation option at any time.

Goods acceptance

No claims for discrepancies  or damage can be made after installation, as fitting of our goods constitutes acceptance of the product in its delivered/collected state, and we will not accept any claims for discrepancies once the Customer has performed any work on our goods, including, but not limited to, sanding, cutting, shaping, edging, finishing or application of oil/lacquer or varnish. Any work carried out on the products constitutes immediate acceptance of the goods.

Questions and complaints

If you have any questions or complaints about the goods please contact us.  In an unlikely event that our bespoke surfaces are found to be faulty, we reserve the right to repair, which may involve the return of the faulty item to our workshop. We may at our discretion replace the items if deemed necessary. We will endeavour to complete this work as soon as possible and you agree to let us perform remedial work at your premises if we deem that to be the best solution. If we decide the goods need to be returned to the workshop, you will be responsible for the removal. Any cost of removal and re-installation will be the customer’s responsibility, no matter what the reason.

In the unlikely event that damage or loss has occurred, the customer is under a duty to mitigate their loss as far as reasonably possible. The customer must state exactly what the problem is and give us the unfettered right to evaluate and rectify the matter. The Customer also accepts that any liability for damage does not extend beyond the repair or replacement of the particular damaged product.

We are under a legal duty to supply goods that are in conformity with this contract and in accordance with the Consumer Rights Act 2015 (the Act). Goods can only be returned by special agreement with the Company. If they are to be returned, they must be correctly packaged to prevent any damage in transit. The cost of returning and insuring the goods is the sole responsibility of the Customer. If any items are received in a damaged condition we cannot issue a refund and you must contact the carrier for reimbursement and/or return. All returns must be agreed in writing by both parties before the goods are returned. The goods must be returned within 5 working days from the date you have received an email from us accepting the return.  No goods can be returned after this time.

Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.   

Incorrect installation 

We are confident that our products will give you many years of excellent service. However, we cannot be liable for any faults in the surfaces that are caused by poor installation, or by using the wrong fixings, or by installation in adverse site conditions.

When you just buy a top from us, you can choose to have it installed by our own specially trained carpenters, who are familiar with the characteristics of our products, and have experience installing them. 

Alternatively, of course, you can have the installation carried out by your own fitter. In this case we strongly recommend seeking advice from a competent trade person who has the appropriate knowledge and skill in fitting wooden surfaces. Please note that incorrect installation invalidates the warranty on our products and you will need to pursue your installer for remedy or reimbursement.

This material is created by MAREKETER ORGANIC MARKETING for Earthy® Timber, Treesome™ and contains trademarks, copyrighted material and other proprietary information, including but not limited to content, graphics and photos which are, and remain, our property and unauthorised use of any of our intellectual property rights is strictly prohibited.

Earthy ® Timber


St Helena Farm, St Helena Lane, Plumpton Green BN7 3DH, East Sussex