Refund policy

TimberBeam is operated by EUNECOMMER OÜ. For return, cancellation or refund requests, email support@timberbeam.shop.

United States orders

We do not offer voluntary returns or exchanges for change of mind, including ordering the wrong size or set, no longer wanting the product, or personal preference. Please check the product dimensions and specifications before ordering.

This restriction applies only where permitted by law. It does not limit any mandatory cancellation, warranty, refund or other consumer rights that apply to your purchase, including rights relating to defective, damaged, incorrect or undelivered goods.

European Union: 14-day right of withdrawal

If you are an EU consumer purchasing online, you may withdraw from your purchase without giving a reason. Notify us within 14 calendar days after the day you, or a person you nominate other than the carrier, receive the goods. For an order delivered in separate lots or pieces, the period starts after receipt of the last lot or piece. Any legally required deadline extensions apply.

Email support@timberbeam.shop with a clear statement that you wish to withdraw. Include your name and order number, or other information that lets us identify the purchase. Your withdrawal is effective when you send it within the applicable deadline; it does not depend on our approval.

Send the goods back within 14 days after notifying us. Contact us for the correct return instructions and destination. We will provide these promptly. Do not assume the sender's address printed on the parcel is the return destination. These instructions do not restrict your statutory rights.

Return condition and costs

For a change-of-mind withdrawal, you pay the direct return shipping costs. Free delivery of your order does not include free return shipping.

You may inspect the product as reasonably necessary to establish its nature, characteristics and functioning. Where the law permits, we may deduct a loss in value caused by handling beyond that necessary inspection. Opening the packaging does not by itself remove your withdrawal right.

Please return all parts and accessories and package them securely, preferably in the original packaging if available. Keep proof of dispatch. We do not charge a restocking fee for a statutory EU withdrawal.

Refunds following EU withdrawal

We will refund the payments due, including the cost of our least expensive standard delivery option where paid, without undue delay and within 14 days after receiving your withdrawal notice. Any extra charge for a premium delivery option is not refundable. For orders delivered free, no original delivery charge is deducted.

Unless we offer to collect the goods, we may withhold the refund until we receive them or you provide evidence of return dispatch, whichever happens first. Refunds use the original payment method unless you expressly agree otherwise, without refund fees.

Damaged, faulty or incorrect items

Email us as soon as you discover a problem, with your order number and a description. Photos or video, where reasonably available, can help us assess it. This request does not shorten any legal claim period.

We will provide the repair, replacement, price reduction or refund required by applicable law and cover necessary return costs for a valid claim. The 14-day change-of-mind period does not limit rights concerning faulty goods. EU consumers have a minimum two-year legal guarantee, with any longer protection under applicable national law preserved.

Cancellations and other destinations

We offer a one-hour cancellation window from the time your order is placed, provided it has not already been fulfilled. Email support@timberbeam.shop immediately to request cancellation. After this window, voluntary cancellation may not be available. This one-hour limit does not restrict the EU right of withdrawal or any other cancellation or refund rights required by applicable law, including rights relating to shipping delays or non-delivery.

For customers outside the EU and US, we do not offer an additional voluntary change-of-mind return period. All mandatory rights under the law applicable to your purchase remain available. Sale items have the same mandatory consumer protections.