Returns Policy


All orders come with the Camertown Timber Merchants Ltd Customer Satisfaction Guarantee. You can buy with complete confidence knowing that if you are not satisfied with your order you can return it for an exchange or refund, by mail or at our Middlesex location.

For step-by step instructions on how to return online purchases by mail, call one of our customer service representatives at 01895237981.

For all online orders: Your refund will be processed when the item being returned has been received by Camertown Timber Merchants Ltd in its original condition. If you are returning an item to one of our store locations please ensure that the product is in its original packaging and is accompanied by the original receipt so that your return process is quick and hassle-free.

Unopened products can be returned at any time up to 30 days from the original purchase date with the original receipt. Thereafter a manager’s approval is required and the returning item may be subject to restocking fee.

There will be a restock fee of 25% applied the return of all non-defective special order items.

Exterior trees, shrubs and perennials from our garden centres are guaranteed for 1 year and interior plants are guaranteed for a period of 3 months. If you have any issues simply return the plant to the store with your original receipt and we will exchange it for you.

Defective products can be returned to our store locations for replacement at any time during the warranty period. Your original receipt is required for all warranty claims.

Any items over a £20 value being returned without a receipt will be held for 24 hours before return payment can be issued.

Any refunds will be issued in the same form of payment as the original purchase. (ie credit card purchases will be refunded back to the same credit card.)

Please note that we have a number of items and services which are non-refundable, including:

Custom cut timber.
Special order items.
Shipping and handling charges. (However, we will be happy to refund shipping fees if return of a product is necessary due to a defect or an error on our part.)
Value of any coupons or promotions.
Gift cards.