Returns

Munro Sawmills Returns Policy

1. Introduction

At Munro Sawmills, we strive to ensure customer satisfaction with the quality of our products. If you are not entirely satisfied with your purchase, our returns policy outlines your rights and the process for returning items. This policy complies with applicable UK laws, including the Consumer Rights Act 2015 and, where relevant, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Eligibility for Returns

We accept returns under the following conditions:

  • Damaged or Defective Goods: If the item is faulty, damaged, or not as described.

  • Unwanted Items: If the item is unused, in its original condition, and returned within 14 days of delivery (for consumers, under the Consumer Contracts Regulations).

  • Custom Orders: Custom or bespoke items are non-returnable unless they are faulty or do not meet the specifications agreed upon at the time of order.

3. Timeframes for Returns

  • Faulty or Defective Goods: Notify us within 30 days of receiving the product.

  • Unwanted Items: Return within 14 days of notifying us of your intention to return the product.

  • Incorrect Orders: Notify us within 14 days of receipt.

4. Return Process

  1. Contact Us:

    • Phone: [01349863226] Provide your order number, a description of the issue, and, if applicable, photographs of the damage or defect.

  2. Return Authorisation: Once your return is approved, you will receive a Return Authorisation Number (RAN) and instructions on how to return the item.

  3. Package and Ship: Items must be securely packaged to prevent damage during transit. Include your RAN and proof of purchase.

  4. Inspection and Refund/Replacement: Upon receipt, we will inspect the item. Refunds or replacements will be processed within 14 days if the return is approved.

5. Shipping Costs

  • Faulty, Damaged, or Incorrect Items: We will cover the cost of return shipping and replacement delivery.

  • Unwanted Items: The customer is responsible for return shipping costs. Original delivery charges are non-refundable.

6. Refunds

  • Refunds will be issued to the original payment method.

  • For partial returns of larger orders, the refund will reflect only the value of the returned item(s).

  • Refunds for orders paid by credit or debit card may take up to 5-7 business days to appear in your account.

7. Non-Returnable Items

  • Products that have been installed, used, or modified in any way.

  • Bespoke or custom products designed specifically to customer specifications, unless faulty.

  • Items not in their original condition or missing parts for reasons not due to our error.

8. Liability

Munro Sawmills is not responsible for items lost or damaged during return shipping. We recommend using a tracked and insured delivery service.

9. Consumer Rights

This policy does not affect your statutory rights under UK consumer protection law.

10. Contact Us

If you have any questions about our returns policy, please get in touch:

  • Phone: [01349863226]

  • Address: Munro Sawmills, Dingwall Highlands

We aim to resolve any issues as quickly and fairly as possible.