Returns & Refunds Policy
Last updated: September 6, 2026
We want you to feel confident ordering from Timberror. This Returns & Refunds Policy applies to purchases made through timberror.com and shipped to the United States. Nothing in this policy limits any rights that cannot be excluded under applicable consumer law.
Return window for standard products
You may request a return of an eligible standard product within 30 calendar days after the carrier confirms delivery.
To be eligible for a change-of-mind return, the product must be unused, uninstalled, undamaged, and in substantially the same condition in which it was delivered. It must include its original components and protective packaging. Mirrors and furniture must be repacked securely enough to withstand return transportation.
Standard sizes selected directly from an ordinary product page are treated as standard products unless the product page or order confirmation clearly identifies the item as custom, personalized, final sale, or specially modified.
How to request a return
Before sending anything back, email support@timberror.com with:
- your order number;
- the product you want to return;
- the reason for the return; and
- photographs of the product and packaging when relevant.
We will review the request and provide return authorization and instructions. Do not send a product back without authorization. Unauthorized shipments, collect-on-delivery shipments, or products sent to a different address might not be accepted.
Authorized returns must be sent to:
Timberror / Hong Kong EasyDeal International Co., Limited Unit 2508A, 25/F, Bank of America Tower 12 Harcourt Road, Central Hong Kong
Return shipping and fees
For an eligible change-of-mind return, the customer is responsible for the return shipping cost and for arranging a tracked and appropriately insured return service. Timberror is not responsible for loss or damage caused during a customer-arranged return shipment.
We do not charge a restocking fee for an eligible standard product returned in accordance with this policy.
Standard outbound shipping is free for eligible U.S. orders. Optional expedited, special-handling, redelivery, or other non-standard service fees are not refundable on a change-of-mind return. If the return is caused by our error, an eligible defect, or transit damage for which Timberror is responsible, we will provide an appropriate remedy without charging the customer return shipping.
Custom and specially made products
Custom-size, personalized, bespoke, or specially modified products are made for a particular customer and cannot be returned or exchanged because of a change of mind, incorrect measurement supplied by the customer, or a change in design preference.
This exclusion does not apply when a custom product arrives damaged, is materially defective, is not the product ordered, or does not conform to the specifications accepted by Timberror.
Damaged, defective, missing, or incorrect products
Inspect the product and all packaging as soon as reasonably possible after delivery. Please report visible transit damage, manufacturing defects, missing parts, or an incorrect item to support@timberror.com within 48 hours after delivery. Include your order number and clear photographs of:
- the full product;
- the affected area;
- the outer and inner packaging; and
- the shipping label.
Prompt reporting helps us document a carrier claim and resolve the problem efficiently. The 48-hour reporting request does not reduce any mandatory legal rights that apply to you.
Depending on the circumstances, Timberror may arrange replacement parts, repair, replacement, collection, or a full or partial refund. Please keep the product and all packaging until we confirm the resolution.
Cancellations and order changes
You may request cancellation or an order change within 24 hours after placing the order by emailing support@timberror.com. Cancellation is not guaranteed if production, customization, packaging, or shipment has already started.
If we cannot ship within the stated time, we will notify you, provide an updated estimate when available, and provide any cancellation and refund options required by applicable law.
Exchanges
We do not process direct change-of-mind exchanges. The simplest option is to return an eligible standard product and place a new order. This does not affect the remedies available for damaged, defective, missing, or incorrect products.
Refunds
After an authorized return is delivered, we will inspect it and notify you whether the refund is approved. Approved refunds are issued to the original payment method within 5-10 business days after inspection. Your bank, card issuer, or payment provider may require additional time to post the credit.
If a returned product has been used, installed, altered, damaged after delivery, or inadequately packaged for return transportation, we may reduce or decline the refund to the extent permitted by law. We will explain the reason and provide supporting information.
If an approved refund has not appeared after the expected processing period, contact your payment provider first and then email support@timberror.com.
Contact
Questions about returns or refunds can be sent to support@timberror.com.