Last updated: June 2026
We want you to be delighted with your timber. Because every order is cut to your exact specification, please read how returns work below.
Our timber is machined to the dimensions you specify, so it is made-to-measure. Under the Consumer Contracts Regulations, the standard 14-day right to cancel does not apply to bespoke or personalised goods. This means we're unable to accept returns simply because you've changed your mind or ordered the wrong size — so please double-check your cut list before you order, and email us first if you're unsure.
Your statutory rights are fully protected. If your order arrives damaged in transit, has a genuine fault, or isn't what you ordered, we'll put it right — by repair, replacement or refund.
Please inspect your order on arrival and contact us within 48 hours of delivery for transit damage, or as soon as you notice any fault. Email timber@thomasmatthewkitchens.co.uk with:
Variation in colour, grain and small sound knots, and slight movement with humidity, are natural features of solid timber and are not considered faults.
Where a refund is due, we'll process it to your original payment method within 14 days of agreeing it with you. If a fault is our responsibility, we'll also cover any return carriage costs.
Any issue at all, get in touch at timber@thomasmatthewkitchens.co.uk — we'd always rather sort it out for you.