Refund policy

Our business
Sydney Timber Supply is a trading name of AUSCRAFT FURNITURE PTY LTD, ABN 74 670 373 556. This policy applies to Sydney Timber Supply orders accepted from 2 October 2026. Existing accepted orders retain the terms and any additional promises applicable when they were accepted.

Choose carefully — standard-stock returns
Please check the species, grade, dimensions, quantity and stated unit of sale before ordering. For eligible standard-stock goods, you may request a voluntary change-of-mind return within one calendar day after delivery. Contact us within this period; the goods do not have to physically arrive back within one day. Goods must be unused, uncut, uncoated, uninstalled and undamaged, in resaleable condition with their original packaging where supplied. We will assess eligibility against these stated conditions and explain the return arrangements. You are responsible for return freight for a voluntary return, and the original delivery charge is not refunded for a change of mind. No automatic restocking fee applies under this policy. Outside this window, change-of-mind and excess-material returns are not offered unless expressly agreed for your order. These time limits and conditions apply only to voluntary returns and never to remedies under the Australian Consumer Law.

Cut timber and special orders
Timber cut or processed to your specifications, special-order products, and timber you have cut, coated or installed are not eligible for voluntary change-of-mind or excess-material returns. These exclusions do not remove any remedy you are entitled to for goods that do not meet a consumer guarantee.

Faulty, damaged, incorrect or misdescribed goods
Your rights under the Australian Consumer Law apply regardless of this policy. For a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we will provide the remedy required by law within a reasonable time. If a minor failure is not remedied within a reasonable time, further rights may apply. These rights are not limited to one day, 30 days or a manufacturer's warranty period.

Check your delivery
Please check the timber when it arrives and, where reasonably possible, before cutting, coating or installation. Contact us promptly if the goods are incorrect or appear damaged or faulty. Keep photographs and any delivery notes where available. Prompt reporting helps us investigate; it is not a deadline that removes your statutory rights. Natural colour, grain and other characteristics consistent with the stated species, grade and description are not automatically defects, but this does not excuse goods that fail a consumer guarantee.

How to contact us
Email info@sydneytimbersupply.com.au or call 0440 137 068 with your order details, the issue and reasonable proof of purchase. Photographs help where available. Please contact us before sending timber back so we can arrange a safe assessment or return; failure to obtain prior authorisation does not remove your statutory rights. We will assess the issue and explain the appropriate remedy. Where the goods fail a consumer guarantee, we will arrange or reimburse reasonable return costs as required by law. For bulky goods that are difficult to return, contact us to arrange collection where required by law. No restocking fee applies to a statutory remedy.

Refunds and existing agreements
Refunds will be arranged through the original payment method where practicable, or another method agreed with you, without limiting your legal rights. Bank processing times may vary. Any additional return promise expressly made in your accepted quote or order remains applicable. Changes to this policy will not remove rights or promises attached to orders already accepted.