Return & Refund Policy

Return Eligibility

You may request a return if:

• The product is damaged upon delivery.
• You received the wrong item.
• The product has a manufacturing defect.
• The item is incomplete or missing parts.

To be eligible for a return, the item must:

• Be returned within 7 days of delivery.
• Be unused and in its original condition.
• Include all original packaging, accessories, manuals, and invoices.
• Be free from damage caused by misuse, improper handling, or normal wear and tear.

Non-Returnable Items

The following items cannot be returned or exchanged unless they arrive damaged or defective:

• Custom-made furniture
• Personalized or special-order items
• Clearance or sale items
• Gift cards or promotional vouchers
• Products damaged due to improper use or customer negligence

Damaged or Incorrect Products

If your order arrives damaged or incorrect, please notify us within 48 hours of receiving the delivery.

To help us process your request quickly, please provide:

• Your order number
• Photos of the damaged or incorrect product
• Photos of the packaging
• A brief description of the issue

Our customer support team will review your request and provide the appropriate solution.

Exchange Policy

Eligible products may be exchanged if:

• The wrong product was delivered.
• The product has a verified manufacturing defect.
• The item was damaged during delivery.

Exchanges are subject to stock availability. If the requested replacement is unavailable, we may offer a refund or store credit.

Refund Policy

Once your returned item has been inspected and approved, your refund will be processed.

Refunds may be issued through the original payment method or another mutually agreed method.

Please allow 7–14 business days for the refund to be completed after approval.

Shipping or delivery charges are generally non-refundable unless the return is due to our error.

Custom Furniture Orders

Custom-designed or made-to-order furniture is created according to your specific requirements.

For this reason, custom furniture orders cannot be cancelled, returned, or refunded once production has started, except in cases of manufacturing defects or damage during delivery.

Order Cancellation

Orders may be cancelled before they are processed or dispatched.

If production has already begun for a custom order, cancellation may not be possible.

Please contact our customer support team as soon as possible if you wish to cancel an order.

Return Process

To request a return:

1. Contact our customer support team.
2. Provide your order number and reason for the return.
3. Attach photos if the product is damaged or incorrect.
4. Wait for return approval and instructions.
5. Return the item using the approved method.

Returns sent without prior approval may not be accepted.

Return Shipping

If the return is due to:

• A damaged product
• A defective item
• An incorrect shipment

Timberstone Furniture will arrange or cover the return shipping where applicable.

If the return is for any other approved reason, the customer may be responsible for the return shipping costs.

Inspection of Returned Items

All returned products will be inspected upon receipt.

We reserve the right to refuse a return or issue a partial refund if:

• The product has been used.
• Items are returned without original packaging.
• The product is damaged due to customer misuse.
• Parts or accessories are missing.

Warranty Claims

Certain furniture products may include a limited warranty against manufacturing defects.

The warranty does not cover:

• Normal wear and tear
• Scratches or dents after delivery
• Damage caused by improper use
• Water damage
• Accidental damage
• Unauthorized repairs or modifications

Please retain your purchase invoice for all warranty claims.