Call 01483 486 739 Mon - Fri 7am-5pm & Sat 8am-12pm

Delivery & Returns

Delivery

*We offer a free delivery regardless of quantity providing the delivery address is within a 5 mile radius from our head office in GU24 9YB. (We use google maps to calculate mileage)


The following charges apply thereafter (please note that we aim to deliver all orders within 48 hours although this is not always possible during busy periods. The terms below are for stock items only)

  • 0 - 5 miles – free of charge - no minimum order value (delivery within 1-2 days)
  • 6 - 25 miles - £20 + Vat charge – no minimum order value (delivery within 2 - 3 days)

If your delivery address is more than 25 miles from GU24 9YB please phone for a quote.



Working Days

A working day is defined as Monday - Friday. Please note that weekends, bank and public holidays are excluded.


Delivery Address

If you would rather your order be delivered to an address which is different from your billing address, please indicate this during checkout. We cannot be held liable for non-delivery if you provide the wrong address


Failed Delivery Attempts

If delivery is unsuccessful due to you being unavailable or access being denied, we will leave a message and arrange a more convenient time


Delivery of sleepers & heavy concrete products

We generally offer delivery of sleepers & concrete products to customer's driveway or site entrance. Reclaimed Sleepers, softwood sleepers that are longer than 3.0m and concrete products (i.e. concrete fence posts) generally require 2 people to carry, so we may ask if you can be at home to help unload. Please advise if this is not possible.


Vehicles

We have a selection of delivery vehicles ranging from 3.5T vans to 26T trucks with lifting cranes. Please mention at the point of order if you have any delivery restrictions regarding the vehicle and if there any access problems. If you permit one of our vehicles onto your driveway or property, we do not accept any liability to damages caused to the driveway or grass verges due to the weight of the vehicle.


Returns

If you change your mind and wish to return anything purchased from us we'll be happy to refund the goods within 30 days of delivery or collection, provided the return is made in accordance with our terms below:

A. You have a valid proof of purchase.

B. Goods are in a resalable condition. (Please note there are some items that are exempt from return/refund - see exemption list below)

C. We will apply a 15% restocking fee to all items returned - if we need to collect the items. (If you return the items to our depot in person we will waive the restocking fee)

D. We will refund any money owed within 3 days of receipt of returned goods.

Exemption List:

  • Plasterboard
  • Cement Based Products
  • Bulk Bags/Poly Bags of aggregates and sand
  • Special Orders (Specials orders are products that are not stocked by our company and have been purchased specifically for your order) Due to the nature of these goods unless they are faulty, we're unable to offer a refund or exchange.

Our returns policy does not affect and is in addition to your statutory rights.

Please call 01483 486739 to speak to one of our team regarding your return.


Refunds/Cancellations

Should you wish to cancel an order after it has been placed please contact us on 01483 486739 or email info@pennyhilltimber.co.uk.

If your item(s) have already been dispatched before your cancellation request, you will need to follow our refunds policy outlined above.


Damaged or faulty goods

You must notify us within 24 hours if there are any damages or other quality issues with your order. We offer a 30 day faulty goods returns policy. If you find a product(s) to be faulty within 30 days of receiving the item(s) please contact our team on 01483 486739. When returning a faulty product please make sure that you return all component parts and any promotional items received and we will discuss an exchange or refund


Shortages or issues with stock

If there are any issues with the goods you order, for example a product you have ordered is not in stock or in poor condition, we will contact you within one working day to discuss the options. We may also need to split the delivery depending on the size of the order and vehicles available on that day, but this will be advised prior to delivery.


Products

Please note that timber is a natural product and images on the website are a representation only. Colour may vary in products due to treatments, species of timber and the production date. All pressure treated timber will fade in colour over time and this is not a fault of the product


Complaints

If for any reason you are happy with our products or service you receive, please phone 01483 486739 and ask to speak to a manager. We will aim to resolve any issues you may have promptly and to your satisfaction.