How we handle returns and refunds

At Planks, we’re committed to delivering high-quality, custom-made timber that you’ll love. Because every piece is specially prepared for you, we handle returns and refunds with care, balancing fairness with the realities of bespoke production.

When can you return or get a refund?

We generally cannot accept returns for change of mind due to the custom nature of our timber. But if:

• Your timber arrives damaged or defective
• There’s been an error on our side (wrong size, wrong product)
• You let us know within 48 hours of delivery about the issue

—we’ll work closely with you to find the best solution.

Here’s how it works

1. Reach out quickly

Email us at [hello@getplanks.co.uk]() with your order number, photos showing the issue, and a description.

2. We review together

Our team reviews your claim and responds within 1–2 business days to discuss next steps.

3. Decide on the best fix

Depending on the situation, we’ll offer:

• A replacement piece
• A refund (full or partial)
• Or, occasionally, a compromise solution if stock is limited

4. Return if needed

If a return is required, we’ll explain how to send the timber back or whether it can be safely discarded.

5. We complete your refund or replacement

Once everything is sorted, refunds usually process within 7 business days.

Why don’t we accept returns for change of mind?

Because every plank and panel is cut and finished just for you, we can’t re-sell returned timber that’s been custom-made. To avoid surprises, please double-check your measurements before ordering. Need help? We’re here to advise!

Our promise to you

If you ever have a problem with your order, we personally ensure it gets the attention it deserves. We value your trust and aim to resolve issues fairly and quickly — because your project matters.

Updated on: 16/06/2025