Refund policy

Returns & Refunds

Every Mortimers order should arrive exactly as it should — and on the rare occasion it doesn't, putting it right is our responsibility, not your problem. Our approach is simple: fairness, every time.

Returns

Changed your mind? We're happy to accept a return provided the product is unopened and unused, and in its original, resaleable condition — bags still sealed, crates untouched. Let us know within 14 days of delivery and, once it's back with us in that condition, we'll process your refund.

Returns for a change of mind must be unopened, unused and in original, resaleable condition. We reserve the right to reduce or decline a refund where wood has been opened, used, or allowed to deteriorate after delivery.

Please note that for change-of-mind returns, the cost of return delivery back to us is the customer's responsibility.

Refunds

If your wood arrives faulty or not as described, we'll arrange a refund or a replacement — whichever you'd prefer. All we ask is a quick photo of the issue so we can see what's happened and resolve it for you promptly. Where the fault is ours, we'll cover any return costs — you won't be left out of pocket.

Missing, damaged or lost in transit

If anything is missing from your order, arrives damaged, or doesn't turn up as expected, simply let us know and we'll send out a fresh replacement straight away. Occasionally things go awry in transit — when they do, it's on us to make it right.

Our promise

We hold ourselves to a high standard, from the wood itself to the service around it. If any part of your order falls short, get in touch and we'll make sure you're properly looked after.