> ## Knowledge Base Index
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# 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.