Cancellation & Refund Policy


At Timber & Hutch, our products are handcrafted and, in many cases, built specifically for an individual customer based on their selected dimensions, wood species, design, glass, finish, hardware preparation, and other specifications.

Because custom orders require us to reserve production capacity and may require the purchase of materials specifically for an individual project, cancellations and returns are subject to the following terms.

By placing an order with Timber & Hutch, the customer acknowledges and agrees to this Cancellation & Return Policy.

ORDER CANCELLATIONS

Cancellation Within 7 Days of Purchase

Orders may be cancelled within seven (7) calendar days of purchase for a full refund, provided Timber & Hutch has not begun work on the order and has not purchased, ordered, allocated, or committed to any special-order or customer-specific materials, products, or services for the order.

If work has begun or customer-specific costs have already been incurred or committed during this seven-day period, the provisions under “Cancellation After Work Has Begun” will apply.

Cancellation After 7 Days — Before Work Has Begun

If an order is cancelled more than seven (7) calendar days after purchase but before work has begun and before customer-specific materials or services have been purchased or committed, the customer will receive a refund less a 10% cancellation fee.

When an order is placed, Timber & Hutch reserves production capacity, schedules resources, and may decline or delay other work based on that commitment. The cancellation fee is intended to compensate Timber & Hutch for reasonable costs and losses associated with processing the order, reserving production capacity, scheduling resources, and subsequently cancelling the order.

Cancellation After Work Has Begun

Once work has begun or Timber & Hutch has incurred or committed costs specifically for an order, any permitted cancellation will be subject to a 10% cancellation fee plus all applicable costs already incurred, committed, or completed in connection with the order.

These costs may include, but are not limited to:

  • Lumber and other raw materials
  • Special-order or non-stock materials
  • Glass
  • Hardware and components
  • Custom finishes, stains, paints, and finishing materials
  • Design, drafting, engineering, and shop-drawing work
  • Administrative and production-preparation work
  • Fabrication and manufacturing labor
  • Subcontractor or manufacturing-partner charges
  • Freight and shipping charges
  • Nonrecoverable supplier deposits or cancellation charges
  • Other reasonable, nonrecoverable costs incurred specifically for the customer’s order

The amount of any refund will be calculated as the amount actually paid by the customer, less the applicable cancellation fee and applicable costs described above.

WHEN WORK IS CONSIDERED TO HAVE BEGUN

For purposes of this policy, “work has begun” does not mean only physical fabrication of the product.

Work will be considered to have begun when Timber & Hutch has taken any material step toward fulfilling the customer’s order, including, but not limited to:

  • Reviewing or preparing specifications for production
  • Preparing drawings, designs, templates, or engineering
  • Ordering, purchasing, selecting, allocating, or reserving materials
  • Ordering glass, hardware, finishes, or other components
  • Preparing or processing materials
  • Beginning fabrication or finishing
  • Assigning the project to a manufacturing partner or subcontractor
  • Incurring or committing to customer-specific costs that cannot reasonably be cancelled or recovered

Physical construction of the product does not need to have started for an order to be considered in progress.

SPECIAL-ORDER AND CUSTOM MATERIALS

Materials purchased, ordered, allocated, or committed specifically for a customer’s order are nonrefundable to the extent Timber & Hutch cannot reasonably cancel, return, or repurpose those materials without loss once Timber & Hutch becomes financially responsible for them.

This includes, but is not limited to, special-order lumber, uncommon wood species, custom glass, specialty hardware, custom finishing materials, and other products or materials that Timber & Hutch does not normally stock or that were purchased specifically for the customer’s project.

If an order is cancelled after these costs have been incurred or committed, the applicable costs will be deducted from any refund otherwise due.

The fact that fabrication of the customer’s product has not yet begun does not make customer-specific materials refundable.

CUSTOM AND HIGHLY CUSTOM ORDERS

A “Custom Product” includes any product manufactured, modified, sourced, sized, finished, or configured specifically for a customer.

Examples include, but are not limited to:

  • Nonstandard widths or heights
  • Custom door thicknesses
  • Arch-top, round-top, radius, or other specialty shapes
  • Custom sidelights or transoms
  • Customer-selected or special-order wood species
  • Custom glass
  • Custom colors, stains, paints, or finishes
  • Custom hardware preparation
  • Custom jambs
  • Custom handing or swing configurations
  • Customer-specific architectural details
  • Modifications to one of Timber & Hutch’s standard designs
  • Any other dimensions, materials, designs, or specifications selected specifically for a customer’s project

Highly custom or special-order products may be designated as non-cancellable and nonrefundable once specially ordered materials have been committed or fabrication has begun.

When applicable, this designation may also appear on the customer’s quote, invoice, order confirmation, or other order documentation.

CUSTOMER-REQUESTED CHANGES AND CHANGE ORDERS

Customers are responsible for reviewing and confirming their order specifications.

Changes requested after an order has been placed may result in additional charges and may affect the estimated production schedule.

If a customer requests a change after materials have been ordered, purchased, allocated, prepared, or fabricated, the customer is responsible for costs resulting from that change.

This includes materials or work that can no longer be used because of changes to dimensions, wood species, glass, finish or color, hardware, design, configuration, or other specifications.

Previously incurred costs do not become refundable because the customer later changes the order.

Timber & Hutch will make reasonable efforts to accommodate requested changes, but changes cannot always be accommodated once production has progressed.

CUSTOMER APPROVAL AND UNSPECIFIED DETAILS

Customers are responsible for carefully reviewing all specifications, drawings, descriptions, dimensions, selections, and other order information provided for approval.

Once a design or set of specifications has been approved, Timber & Hutch may proceed with purchasing materials and production based upon that approval.

If a particular detail, feature, color, finish, hardware selection, construction detail, or other specification was not included in the customer’s order or approved specifications, a later request to add or change that feature may be treated as a customer-requested change and may result in additional charges.

COMPLETED CUSTOM PRODUCTS

Custom-built products are made specifically for an individual customer’s project and generally cannot be resold or repurposed.

Accordingly, completed custom products are final sale and are not eligible for return or refund except where Timber & Hutch determines that the product has a defect covered by our written warranty or where otherwise required by applicable law.

A customer’s decision that they no longer want or need a correctly manufactured custom product does not make the product eligible for return.

IN-STOCK / READY-TO-SHIP ITEMS

All sales of ready-to-ship and in-stock items are final.

In-stock and ready-to-ship products are not eligible for cancellation, return, exchange, or refund except where required by applicable law or for a valid claim covered by Timber & Hutch’s written warranty.

RETURN POLICY FOR ELIGIBLE PRODUCTS

Products that are eligible for return must follow the process below.

Step 1 — Return Authorization

Before returning any product, contact Timber & Hutch at sales@timberandhutch.com with the subject line “Return Authorization.”

Products returned without prior authorization may not be accepted.

Step 2 — Return Shipping

The customer is responsible for all return shipping costs.

The product must be returned in its original packaging and properly protected from damage during transit.

We strongly recommend insuring the shipment for its full value. Timber & Hutch cannot issue a refund for merchandise that is damaged during return transportation.

Step 3 — Inspection and Refund

After the authorized return has been received and inspected, eligible refunds will be processed based upon the condition of the returned product.

Eligible returns are subject to a 40% restocking fee.

Original shipping and delivery costs incurred by Timber & Hutch are nonrefundable and will be deducted from the refund, including when shipping was advertised or invoiced to the customer as “free” or “included.”

The customer will therefore receive the eligible purchase price less:

  • The 40% restocking fee;
  • Timber & Hutch’s actual original shipping or delivery costs; and
  • Any other applicable deductions permitted under this policy.

PRODUCTS THAT CANNOT BE RETURNED

Returns are not accepted for:

  • Custom-built products
  • Products made to customer-specific dimensions
  • Products modified from their original or standard design
  • Special-order products
  • Products with custom wood species, glass, finishes, hardware preparation, dimensions, shapes, or configurations
  • Completed products that cannot reasonably be resold as standard inventory
  • In-stock or ready-to-ship items designated as final sale

Custom products are final sale except for valid claims covered by Timber & Hutch’s written warranty or as otherwise required by applicable law.

DAMAGED MERCHANDISE AND FREIGHT DAMAGE

All products are inspected before shipment.

Customers should thoroughly inspect their shipment at the time of delivery and before signing the carrier’s delivery receipt.

If visible damage is present, the customer should refuse the shipment when appropriate or clearly document the damage on the carrier’s delivery receipt before signing. Customers should photograph the shipment, packaging, and damage and contact Timber & Hutch as soon as possible.

Freight carriers may deny claims for visible shipping damage that was not documented at delivery. Timber & Hutch’s ability to obtain reimbursement or provide a freight-damage remedy may therefore depend upon the customer’s cooperation with the carrier’s inspection and claim requirements.

For qualifying shipping damage properly documented at delivery, Timber & Hutch will work with the customer to determine the appropriate remedy, which may include repair or replacement at no additional cost to the customer.

Shipping damage is separate from manufacturing defects covered by Timber & Hutch’s written warranty.

REFUNDS

Approved refunds will be issued using the original payment method whenever reasonably possible.

Refund amounts will be determined in accordance with this policy and may reflect applicable cancellation fees, restocking fees, materials, completed work, shipping expenses, and other nonrecoverable customer-specific costs.

Processing times after a refund is issued may vary depending upon the customer’s bank, credit-card company, or payment provider.

OUR COMMITMENT TO YOU

At Timber & Hutch, we take pride in building high-quality, handcrafted products and want our customers to be confident in their purchase.

The purpose of this policy is not to discourage legitimate cancellations or warranty claims. It is intended to fairly account for the substantial materials, labor, design work, production capacity, and other costs involved in manufacturing custom products specifically for an individual customer.

If you have questions about your order, cancellation, return eligibility, or warranty coverage, please contact us before making changes to your project.

Timber & Hutch
1710 Kimmel Rd.
Centerton, Arkansas 72719
479-633-7678
sales@timberandhutch.com

For information regarding manufacturing defects and warranty coverage, please refer to our Warranty Policy.