Returns Policy

 

Detailed below are the full details of Avon Timber Merchants returns policy guidelines.

For all return requests, we are required to be informed by phone, fax or email within 48 hours of delivery, or Monday if your goods were delivered on a Friday.

 

Deliveries

At the point of receipt of any delivery for Avon Timber Merchants products please ensure:

All products must be checked for damages there and then.

  • All delivery notes must be signed for. Where there are items missing or damaged, they should be clearly marked on the delivery note. Failure to do any of these instructions, or insisting on marking delivery notes as ‘Unchecked’ will mean that any future claim you may have against this consignment, are not guaranteed to be entertained.

If you are unsure, please phone us for advice, we would rather help you to get what you have paid for in the condition that you expect, than to deter you from purchasing from us.

 

Return Guidelines

      1. Damages to XL Joinery/LPD Doors

        If you find any edge damages you will need to mark the delivery note there and then, if you have done this then Avon Timber will honour any return requests and we will collect said doors on your next delivery, unless you are able to return on the original lorry. (If we are collecting then the doors must be at the same address)

         

        If you find any face damages, after the delivery has taken place, then we request these to be reported within 72 working hours from receipt of delivery. Please ensure that you do-not remove out of the original packaging if you suspect damage. Photographs where available are required to be emailed through showing the damage to the door. All doors must be located at the delivery address; if they have left the premises then no return will be processed. Avon Timber on receipt back into them will check the door as per the photographic evidence and description and confirm a credit, if we agree with the returns request. If there is a discrepancy with the returns request Avon Timber will make contact with you. We will collect said doors on your next delivery unless returned on the original lorry.

         

      2. Damages to all other products

        If you find any damage to our products, then you will need to mark the delivery note there and then, if you have done this then Avon Timber will honour any return requests and we will collect the products on your next delivery, unless you are able to return on the original lorry. (If we are collecting then the goods must be at the same address). 

         

      3. Other discrepancies

        When discrepancies such as picking errors, duplicated orders, order input errors by Avon Timber, and customer order errors occur, you must notify Avon Timber within 72 working hours. We will then process the remedies, in the meantime we must ask that all goods remain in their packaging (where applicable), and at the delivery address.

         

      4. Manufacturing Defects occurring after delivery

        Please refer any manufacturing defects to our customer services within 10 working days from receipt of delivery, which will provide you with the necessary details.

         

      5. Customer Cancellations

        All return requests due to customer cancellation must be reported within 10 working days from receipt of delivery. All return requests will incur a stocking charge which can be up to a maximum of 50%. On collection of our goods, Avon Timber’s driver may refuse the goods if the goods are obviously not in a saleable condition. Once back at Avon Timber, we will notify you the customer within 48 hours if we have any refutes due to the condition of the goods.

         

      6. Collections

        For any returns request for goods (which have been collected) for Edge damage will be refused as this should be checked on collection from Avon Timber Merchants. All other returns requests for doors collected from us will follow the above guidelines.

        A restocking charge may apply.

         

      7. Special Non-Stocked Products / Made to Order / La Porte Vista Doors / La Porte French Doors / Pre-Hung Doorsets.

        These goods are non-returnable items. Avon Timber Merchants will not accept returns of such items unless genuinely damaged or faulty.