Returns and Refunds Policy

Claims for return of goods must be made within 24 hours.

Refunds will be made within 30 days.

If goods are not returned in satisfactory condition refund will not be processed.

Carriage arraignments and costs are the responsibility of the customer.

Package the items securely together with the original packing materials and send to:

Timberstone Carpet Maintenance Ltd
St Augustines
125 Canterbury Road
Kent. CT8 8NL

Damaged or Missing Goods

Ideally, you should never accept damaged packaging or goods from the carrier.

We take lost and damage to customer orders very seriously. We understand it can be an extremely distressing or frustrating experience when goods are lost or damaged so our commitment to secure delivery begins with prevention. That’s why we only use the very best courier services with the most trusted and reliable delivery networks.

Unfortunately, with even with the best carriers, problems can occur. However, we will do everything we can to assist customers who wish to make a claim. The process of raising a claim with the delivery courier who transported the goods takes time as there are specific steps and processes we have to follow. To help us help you, it’s really important that you follow the claims procedures outlined below.

Claims must be made within 24 hours.

Reporting Damaged Missing Items

To report damaged goods, missing items or box shortages call 01843 830220 or email

Claims for damaged goods, missing items or box shortages must be reported to the carriers and driver immediately.

Keep the original packaging and damaged material for inspection and pick-up.

Do not sign for delivery until you have checked the packaging – checked items purchased and looked for damage.

Refunds will be made within 30 days if goods cannot be replaced.

Replacement of damaged items – sent on receipt of damaged goods.

Replacement of missing items – sent with corresponding information received from the carrier.