Returns and Refund Policy


Goods purchased in-store can be returned for a full refund or exchanged within 14 days of purchase.  If it has been more than 14 days, we will be unable offer a refund. 

For goods bought online, you must contact us within 14 days of placing the order to start the returns process, and then return the item within a further 14 days for the refund to be processed.

To be eligible for a refund, goods must be returned in an unused, saleable condition.  To begin a return process, please email


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.  We will also notify you of the approval or rejection of your refund.  If approved, your refund will be processed and a credit will be automatically applied to your credit/debit card or original method of payment, within five working days.  Please note that the time taken for the refund to appear in your account, varies from bank to bank,

Late or missing refunds
If you haven't received a refund yet, first recheck your bank account.
Then contact your credit card company, it may take some time before your refund is showing.
Next, contact your bank. There is often some processing time before a refund shows.
If you've done all of this and you still have not received your refund yet, please contact us at

Sale items
Items will be refunded at the price that you paid for them not the standard selling price, so if you purchased your item in a sale, then the reduced amount will be refunded.  This excludes second grade timber - this is NOT returnable or refundable.


To return your product, you should mail your product:
BTL Timber & Garden Buildings
The Woodyard
Addison Road
County Durham
DL14 7RH

When returning items, we recommend that you use a trackable shipping service as otherwise, we can't guarantee that we will receive your returned item. Any parcels lost in the post will not be eligible for a refund so please keep hold of your postage receipt until the refund has occurred.