Returns & Refunds Policy

At TG Wood Goods, every item is handcrafted to order. As our products are made from natural timber and built to your individual requirements, each piece is unique and may vary slightly in grain, colour, knots, texture and overall appearance. These natural characteristics are not defects but part of the beauty of real wood.

Bespoke Orders

The majority of our products are made to your specifications. For this reason, bespoke or personalised items cannot be returned simply because you have changed your mind or because of natural variations in the timber.

Natural Timber

Wood is a living, natural material that will continue to respond to its environment. Changes in temperature, humidity and moisture can result in movement, expansion, contraction, small cracks, splits or changes in appearance over time. These are natural characteristics of timber and are not covered under warranty.

Refunds & Replacements

We take great pride in the quality of our workmanship. Refunds or replacements will only be offered where:

• The item has been manufactured incorrectly.
• The item arrives damaged due to our workmanship or packaging.
• We have supplied a product that differs significantly from what was agreed.

If an issue arises, please contact us within 7 days of receiving your order, providing photographs and a description of the problem. We will investigate the matter and work with you to reach a fair resolution.

What Is Not Covered

Refunds, replacements or warranties will not be provided for:

• Natural knots, grain patterns or colour variations.
• Movement, warping, splitting or cracking caused by environmental conditions.
• Damage caused by misuse, neglect, improper installation or lack of maintenance.
• General wear and tear.
• Minor variations that are inherent to handmade products.

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law. If an item is faulty, not as described, or not of satisfactory quality, you remain entitled to the remedies available under the Consumer Rights Act 2015.

If you have any concerns about your order, please contact us as soon as possible and we will always do our best to help.