Refund / Return Policy
This policy applies to purchases of timber, wood, and wood products from VTF Group of Companies ("VTF", "we", "us").
General
Where a refund is approved (if applicable), refunds are processed back to the original payment method and may take additional time depending on your bank/issuer and the payment gateway.
No-refund items
No refunds on custom-cut items, made-to-spec orders, or change-of-mind purchases.
No refunds will be issued where
- Goods have been collected, delivered, used, altered, stored improperly, or handled in a manner that affects quality or resale.
- Measurements/specifications or delivery details were provided incorrectly by the customer.
- The order is cancelled after processing has started, materials have been allocated, cutting/packing has commenced, or dispatch has been scheduled.
- Payment is flagged for fraud/suspicion, fails verification, or is subject to a dispute/chargeback investigation.
Returns
Where returns are accepted (if applicable), items must be returned in a condition suitable for resale. Proof of purchase may be required.
Contact
If you believe a refund/return request qualifies, contact VTF Group of Companies with your order details.