Refund policy

Refund & Returns Policy 

1. Overview

We want all customers to be happy with their purchase. If you are not satisfied with your order, you may be eligible for a return or refund in accordance with this policy and UK consumer law.
Because we sell reclaimed and used materials, some items may show signs of previous use. These characteristics are clearly stated in our product descriptions and are not classed as faults.

2. Eligibility for Returns

You may return an item if:

✔ The item is unused, in the same condition received
✔ You notify us within 14 days of delivery (Consumer Contracts Regulations)
✔ You return the item within 14 days after notifying us

To start a return, contact us at: [your email]

We will provide return instructions and a return address.

3. Non-Returnable Items

Due to the nature of reclaimed and custom-prepared goods, some items cannot be returned:

❌ Custom-cut, custom-sized or bespoke orders
❌ Mixed reclaimed timber bundles prepared to order
❌ Clearance items sold as-is
❌ Used tools/equipment described as functional but cosmetically worn

These items are only eligible for return if the product arrives damaged or not as described.

4. Refunds for Reclaimed Products

Once we receive and inspect your return, we will issue a refund within 5–10 working days.

Refunds may be reduced if the product shows signs of use or damage caused after delivery.

5. Faulty or Incorrect Items

If your item arrives:

  • damaged,

  • faulty, or

  • significantly different from the listing description

we will offer one of the following:

✔ A full refund
✔ A replacement (if available)
✔ A partial refund option (for minor issues)

We may request photos to speed up the process.

6. Return Shipping Costs

  • Change of mind returns: Customer pays return postage.

  • Damaged, faulty or incorrect items: We cover all return shipping costs.

  • Returns accepted for 14 days

  • No restocking Fee's 
  • No final sale items

7. Reclaimed Materials Disclaimer

Due to the unique nature of reclaimed materials, products may include:

  • nail holes

  • saw marks

  • knots

  • colour variation

  • uneven edges

  • minor cracks or age-related wear

These features are part of the material’s character and are not classed as faults.

8. Exchanges

We offer exchanges where possible.
If a similar item is unavailable, a refund will be issued.

9. Cancellations

Orders may be cancelled before dispatch.
Once dispatched, the standard return process applies.

10. Contact Us

If you have any questions about returns or your order, please contact:

📧 materials-store@inuse-reuse.co.uk

We aim to respond within 24 hours.