Refund and Returns Policy

Go Natural Timbers Pty Ltd


At Go Natural Timbers Pty Ltd, every piece of timber is unique. Many of our products are custom cut, machined, or manufactured to our customers’ specifications. Please read our Returns & Refund Policy carefully before placing your order.


Custom & Made-to-Order Products


All products that are custom cut, machined, modified, coated, or manufactured to customer specifications are non-refundable and cannot be returned.


This includes, but is not limited to:



  • Stair treads

  • Timber slabs

  • Bench tops

  • Shelving

  • Custom-sized timber

  • CNC machined products

  • Coated or finished products

  • Any product cut to a requested length or dimension


Once production has commenced, orders cannot be cancelled.


Natural Timber Disclaimer


Timber is a natural product and every piece is different. Variations are not considered defects and are not grounds for return or refund.


Natural characteristics include:



  • Grain variation

  • Colour variation

  • Knots

  • Gum veins

  • Small surface checks

  • Figure and texture differences

  • Natural movement caused by changes in temperature or humidity


Product photos are intended as a guide only and may not exactly represent the item supplied.


Customer Responsibility


Customers are responsible for:



  • Ensuring all measurements, quantities, and specifications are correct before ordering.

  • Checking access and delivery requirements.

  • Confirming the product is suitable for their intended application.


Go Natural Timbers Pty Ltd accepts no responsibility for incorrect measurements or specifications supplied by the customer.


Change of Mind


We do not accept returns or provide refunds for:



  • Change of mind

  • Ordering the wrong product

  • Incorrect measurements supplied by the customer

  • Colour or grain preference

  • Delays caused by third-party freight carriers


Damaged or Incorrect Products


Please inspect your order immediately upon delivery.


If your order arrives damaged in transit or you believe you have received the incorrect product, you must notify Go Natural Timbers Pty Ltd within 48 hours of delivery and provide:



  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging


We will assess the claim and, where required under Australian Consumer Law, provide an appropriate remedy.


Do not install or modify damaged products before contacting us, as this may affect your claim.


Australian Consumer Law


Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL).


Where a product has a major fault or does not meet the consumer guarantees under the ACL, you may be entitled to a repair, replacement, or refund as required by law.


Contact Us


If you have any questions regarding this policy, please contact:


Go Natural Timbers Pty Ltd


Email: sales@gonaturaltimbers.com.au


Phone:

+61 450 555 435

Website: https://www.gonaturaltimbers.com.au


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