Return & Refund Policy

Return & Refund Policy

Last Updated: August 19, 2026

Thank you for shopping with FixTimber. We want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions, procedures, and time limits that apply to returns, exchanges, cancellations, and refunds.

Please review this policy before requesting a return. Nothing in this policy limits any non-waivable rights or remedies available to you under applicable consumer protection laws.

1. Return Eligibility

Unless an exception stated below applies, you may request a return within 30 days after the order is marked as delivered.

To qualify for a return, the following conditions must generally be met:

  • The return request is submitted within 30 days of delivery.
  • The product is unused, uninstalled, unmodified, and in substantially the same condition in which it was received.
  • The product includes its original packaging, components, accessories, manuals, instructions, labels, and tags.
  • The product has not been cut, drilled, painted, stained, assembled, permanently attached, or otherwise altered.
  • Proof of purchase, such as an order number, receipt, or order confirmation, is provided.
  • The product is returned to the address specified in our written return instructions.
  • The authorized return is shipped within 7 days after the return instructions are issued, unless we agree otherwise in writing.

Reasonable inspection of a product is permitted, but products showing installation, project use, avoidable damage, excessive handling, or missing components may not qualify for a full refund.

2. Non-Returnable Items

The following products are generally not eligible for return unless they arrived damaged, defective, materially different from their description, or applicable law requires otherwise:

  • Gift cards
  • Customized, personalized, made-to-order, or specially configured products
  • Clearance or final-sale products that were clearly identified as non-returnable before purchase
  • Products that have been installed, used, cut, drilled, painted, stained, assembled, modified, or permanently attached
  • Products damaged through misuse, improper storage, improper installation, neglect, or failure to follow instructions
  • Opened or partially used adhesives, sealants, coatings, fillers, chemicals, or other consumable products
  • Products missing original parts, accessories, manuals, labels, or packaging
  • Hazardous, flammable, pressurized, or otherwise shipping-restricted materials when their return is prohibited by applicable carrier or safety requirements
  • Products returned without authorization or to an unauthorized address

If you are unsure whether your product is eligible for return, please contact us before shipping it.

3. Starting a Return

To request a return, email:

dovguorveethar@gmail.com

Please include:

  • Your full name
  • Your order number
  • The email address used for the order
  • The product you wish to return
  • The reason for the return
  • Clear photographs or videos when the product is damaged, defective, incorrect, incomplete, or materially different from its description

If the return is eligible, we will provide written return authorization and the applicable return address and instructions.

Returns must be shipped using a trackable shipping service. Please retain the tracking number and shipping receipt until the return and refund have been completed.

Products returned without prior authorization, sent cash on delivery, or shipped to an address not specified in our return instructions may be refused or may experience significant processing delays.

4. Important Return Address Notice

Do not send returns to the business address shown on our website unless our customer support team specifically authorizes that address in writing.

Our business address is provided for official business correspondence and is not automatically a return warehouse. Products may be fulfilled from different facilities, and the correct return location may vary by product, supplier, or fulfillment origin.

FixTimber is not responsible for delays, loss, or additional expenses resulting from a product being sent to an unauthorized address, except where responsibility cannot legally be excluded.

5. Change-of-Mind Returns

For eligible returns based on preference, ordering error, changed circumstances, or another reason unrelated to a product defect or our error:

  • The customer is responsible for return shipping costs.
  • Original shipping charges are not refundable unless required by applicable law.
  • The customer is responsible for selecting an appropriate trackable return service.
  • Any customs duties, brokerage charges, or other return-related costs are the customer’s responsibility.
  • The product must satisfy all return eligibility requirements stated in this policy.

We do not charge a standard restocking fee. However, a reasonable deduction may be made where permitted by law if the product has lost value because of handling, damage, missing components, or use beyond what is reasonably necessary to inspect it.

6. Damaged, Defective, Incorrect, or Incomplete Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, or incomplete, contact us as soon as reasonably possible, preferably within 7 days of delivery. Prompt notification helps us document the issue with the carrier or supplier and resolve the matter efficiently.

Please provide:

  • Your order number
  • A description of the problem
  • Clear photographs or videos of the product
  • Photographs of the shipping package and label
  • Photographs of any visible damage
  • Details of any missing parts

Please keep the product, packaging, shipping label, manuals, accessories, and all included components until we provide instructions.

After reviewing the information, we may provide an appropriate remedy, which may include:

  • Replacement parts
  • A replacement product
  • A repair solution, where appropriate
  • A partial refund
  • A full refund
  • A prepaid or reimbursed return, where required

The available remedy will depend on the nature of the issue, product availability, applicable law, and whether the product can be safely repaired or replaced.

The suggested 7-day notification period does not eliminate any non-waivable rights you may have under applicable law.

7. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

If the return results from our error

If we verify that the product was damaged in transit, defective upon arrival, incorrectly shipped, incomplete, or materially different from its description, FixTimber will provide an appropriate return solution. This may include a prepaid return label or reimbursement of reasonable return shipping costs.

Please do not purchase expedited or unusually expensive return shipping without our prior written approval.

If the return is not caused by our error

For change-of-mind returns, compatibility mistakes, incorrect measurements, duplicate purchases, or customer ordering errors, the customer is responsible for return shipping and related charges.

8. Product Compatibility and Measurements

Customers are responsible for reviewing product descriptions, specifications, dimensions, materials, compatibility information, and installation requirements before purchasing.

Variations in timber dimensions, construction methods, existing structures, local building requirements, and project conditions may affect product compatibility.

If you are uncertain whether a product is appropriate for your project, please contact us before ordering and consult a qualified contractor or other appropriate professional when necessary.

A product generally cannot be returned as unused after it has been cut, drilled, installed, permanently attached, mixed, applied, or otherwise modified, unless it was defective, incorrectly supplied, or applicable law requires a remedy.

9. Return Inspection

After an authorized return is delivered, we will inspect it and notify you whether the refund has been approved, partially approved, or declined.

Inspection may consider:

  • Product condition
  • Signs of use or installation
  • Missing parts or accessories
  • Damage unrelated to the original reported issue
  • Packaging condition
  • Whether the returned product matches the authorized return
  • Whether the return was submitted and shipped within the applicable time limits

If additional information is required, we may contact you before completing the review.

10. Refunds

Approved refunds will be issued to the original payment method unless applicable law requires another method.

Once approved, we aim to submit the refund to the payment provider within 7 business days. Your bank, card issuer, payment processor, or financial institution may require additional time to post the funds to your account.

Depending on your financial institution, the refund may take an additional 5–10 business days to appear after it has been issued.

FixTimber does not control processing times imposed by banks or payment providers.

11. Refund Amounts

For approved change-of-mind returns, the refund will generally cover the eligible product price, less any permitted deductions. Original shipping charges, return shipping costs, expedited shipping fees, customs charges, and other non-product charges are not refundable unless applicable law requires otherwise.

If the return is due to a verified defect, shipping damage, incorrect product, incomplete order, or another error attributable to FixTimber, the approved refund will include the amounts required under applicable law, which may include original standard shipping charges.

If an order cannot be shipped or must be cancelled because we cannot fulfill it, the customer will receive a refund of the applicable amount paid rather than store credit, unless the customer voluntarily agrees to another lawful resolution.

12. Partial Refunds or Deductions

Where permitted by applicable law, a partial refund or reasonable deduction may apply when:

  • The returned product shows signs of use, installation, or modification.
  • Parts, manuals, accessories, labels, or packaging are missing.
  • The product was damaged after delivery for reasons unrelated to a reported defect.
  • The product’s value was reduced by handling beyond what was reasonably necessary to inspect it.
  • Only part of a multi-item order or product set is returned.

We will provide an explanation if a deduction is applied.

No deduction will be imposed merely because a customer exercised a non-waivable legal right.

13. Exchanges and Replacements

Exchanges or replacements may be offered for products that are:

  • Damaged in transit
  • Defective upon arrival
  • Incorrectly shipped
  • Missing essential components

Replacement availability is not guaranteed. If an appropriate replacement is unavailable, we may issue a refund in accordance with this policy.

For a different size, specification, style, or product selected due to personal preference, please request a return for the eligible original item and place a new order.

14. Order Cancellations

You may request cancellation within 12 hours after placing your order. However, cancellation is not guaranteed because processing or fulfillment may begin shortly after an order is submitted.

To request cancellation, contact:

dovguorveethar@gmail.com

Include “Order Cancellation Request” and your order number in the subject line.

If the order has not entered processing or shipment, we will make reasonable efforts to cancel it. If fulfillment or shipment has already begun, cancellation may no longer be possible, and the applicable return procedure must be followed after delivery.

Nothing in this section limits cancellation or refund rights that apply when an order cannot be shipped within the promised or legally required period.

15. Shipping Delays and Unavailable Products

If we cannot ship an order within the advertised or otherwise applicable time, we may contact the customer to request consent to a revised shipping date or offer cancellation for a full refund, as required by applicable law.

If we determine that an ordered product is unavailable and cannot be shipped, we will cancel the affected product or order and issue the applicable refund.

A refund required because an unshipped order cannot be fulfilled will not be replaced with store credit unless the customer voluntarily agrees to receive store credit where legally permitted.

16. Incorrect Addresses, Refused Deliveries, and Unclaimed Packages

Customers are responsible for providing a complete and accurate shipping address.

If a package is returned because of:

  • An incorrect or incomplete shipping address
  • Refusal of delivery
  • Failure to collect the package
  • Repeated unsuccessful delivery attempts
  • Another circumstance within the customer’s reasonable control

We may offer one of the following:

  • Reshipment, subject to payment of applicable additional shipping costs
  • A refund of the eligible product price after the returned package is received and inspected, less non-refundable shipping costs and other deductions permitted by law

Refunds cannot be completed until the package is returned to and received by the applicable fulfillment facility.

Please contact us promptly if you notice an address error. Address changes are not guaranteed after processing begins.

17. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

  • Check around the delivery location.
  • Ask household members, neighbors, building staff, or reception personnel.
  • Review any delivery photograph or carrier notice.
  • Contact the shipping carrier for additional delivery information.
  • Notify FixTimber promptly if the package remains missing.

We will make reasonable efforts to assist with the carrier’s investigation. The available resolution will depend on the carrier’s findings, delivery evidence, order circumstances, and applicable law.

A delivered tracking scan does not automatically determine the outcome of every claim.

18. International Returns

For international returns:

  • Customers are responsible for return shipping, customs paperwork, duties, taxes, brokerage charges, and related fees unless the return is caused by our verified error or applicable law requires otherwise.
  • Import duties, taxes, customs fees, and brokerage charges collected by government authorities or third parties are generally not refundable by FixTimber.
  • Customers may need to contact the relevant customs authority or service provider regarding possible reimbursement.
  • Products must be returned in compliance with applicable customs, carrier, and safety requirements.

Do not return international orders without receiving written instructions.

19. Fraudulent or Abusive Return Activity

FixTimber may reject a return or take other reasonable action where there is documented evidence of return fraud, product substitution, intentional damage, falsified information, repeated abuse of the return process, or return of a product different from the one purchased.

Any such action will be taken consistently with applicable law and will not limit legitimate consumer rights.

20. Statutory Rights

This policy provides contractual return terms offered by FixTimber. It does not exclude, restrict, or override consumer rights that cannot legally be waived.

If applicable law provides a longer return period, mandatory warranty, cancellation right, refund remedy, or other protection, that law will apply to the extent required.

21. Contact Information

If you have questions about a return, exchange, cancellation, or refund, please contact us:

Store Name: FixTimber
Email: dovguorveethar@gmail.com
Phone: +1 (936) 260-5549
Website: https://fixtimber.us
Business Address: Unit 809, 8/F, Brill Plaza, 84 To Kwa Wan Road, To Kwa Wan, Hong Kong

Customer Service Hours:
Monday–Friday, 10:00 AM–6:00 PM (GMT+8)
Closed on Saturdays, Sundays, and public holidays

We aim to respond to most inquiries within 1–2 business days.

The business address above is not automatically a return address. Always obtain written return instructions before sending a product.