Returns & Refunds Policy

Returns & Refunds Policy

Last updated: 20/10/2025

At Highland Wood Ltd, every product is handmade with care in the Highlands of Scotland. We want you to be delighted with your order. If something isn’t right, we’ll do our best to make it right as quickly and fairly as possible.

1) Your right to cancel

  • Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for most standard items purchased online within 14 days from the day you receive your goods.
  • This right does not apply to bespoke or custom-made products that have been made to your exact specifications, unless they are faulty or damaged.
  • If your order has not yet been dispatched, please contact us immediately via our Contact Page to cancel before shipment.

2) How to return an item

  1. Contact us within 14 days of delivery to request a return. You can do this through our Contact Page and include your order number and reason for return.
  2. We will confirm the return address and provide any necessary instructions.
  3. Carefully repackage the item in its original packaging (where possible) to prevent damage during transit.
  4. Return the item to us using a reliable courier or postal service. You are responsible for the return cost unless the item is faulty or incorrect.

3) Condition of returned items

  • Returned items must be in their original, unused condition and include all original packaging, fittings, and accessories.
  • You have a legal obligation to take reasonable care of the goods while they are in your possession. If an item is returned damaged, used, or altered, we may deduct a reasonable amount from your refund to cover the loss in value.
  • We recommend you use tracked postage and keep proof of return until we confirm receipt.

4) Refunds

  • Once we receive and inspect the returned goods, we’ll issue your refund within 14 days.
  • Refunds will be made to the original payment method used at checkout (via Revolut Pay or other method).
  • Original delivery charges are non-refundable unless the item was faulty or incorrectly supplied.

5) Faulty or damaged items

  • We take great care when crafting and packaging every product. If your order arrives damaged or develops a fault within a reasonable period, please notify us within 48 hours of delivery (for transit damage) or as soon as possible for other issues.
  • To help us resolve your issue quickly, please provide clear photographs showing the problem and your order details.
  • We will assess whether the issue is due to a manufacturing defect or the natural characteristics of the timber (such as minor cracks, knots, or movement caused by environmental changes).
  • If we determine the item is faulty, we will offer an appropriate resolution, which may include:
    • Repair or replacement of the item
    • A partial refund
    • A full refund if repair or replacement is not possible
  • We cannot accept liability for damage caused by improper use, neglect, incorrect installation, or failure to follow our care advice.

6) Bespoke and custom-made items

  • Bespoke or custom orders are made specifically to your requirements and are therefore non-refundable unless damaged or defective on arrival.
  • Please ensure all sizes, designs, and finishes are correct before confirming your order.
  • We cannot accept returns or exchanges for bespoke items due to changes of mind, incorrect measurements, or unsuitable specifications.

7) Exchanges

If you wish to exchange an item, please contact us first. We will confirm whether an exchange is possible and provide instructions. Exchanges are treated as new orders once the original item is safely returned and inspected.

8) Return costs and collection

  • You are responsible for return postage costs unless the item is faulty or incorrect.
  • In some cases, we may offer to arrange collection at our discretion. If we do, the collection cost will be deducted from your refund unless the item is faulty.

9) Refund processing times

  • Refunds are typically processed within 3–5 working days after approval, but please allow up to 14 days for the amount to appear in your account depending on your payment provider.

10) Contact us

If you have any questions about returns or refunds, please reach out via our Contact Page. We’re happy to help and will respond as quickly as possible.