Return & Refund Policy

Return

You may return your item within 30 days of purchase. Items must be new, unused, in original condition, with all tags attached and in the original packaging. We accept returns for both defective and non-defective products that meet these conditions. Custom or personalized items and gift cards are non-returnable.

To initiate a return, please contact support@roytimber.com with your order number and reason for return. Our team will review your request and confirm whether the item is eligible under this policy. Once your return is approved, we will provide a prepaid return shipping label for you to download and print. For eligible returns within the United States, standard return shipping is paid by Roy Timber, so you will not be charged return postage.

Exchange

Exchanges are accepted for incorrect, damaged, or not as described items, and for size or color changes (excluding sale and custom items). Please contact us to request an exchange and a prepaid return label.

Send back the item using the provided label and, once it is received and inspected, a replacement will be sent in line with product availability and our current lead times.

Refund

Refunds are generally processed within approximately 7 days after we receive and inspect your return. Once processed, it may take up to 7 additional business days for the refund to appear in your account, depending on your bank or payment provider.

We do not charge any restocking fees on eligible returns. However, if a returned item is used, damaged, or not in its original condition or packaging, we may issue a partial refund to reflect any reduction in value, in accordance with this policy.

Contact Us

For any questions or assistance, please reach out to our customer support team at support@roytimber.com. We typically respond within 1-2 business days.

Email: support@roytimber.com

Address: 132 Sylvan Hill, London, SE19 2QD, United Kingdom

Support Hours: Monday to Friday, 10:00 AM to 8:00 PM