Aurora WoodWorx
Last updated: September 2026
We want you to be completely satisfied with your Aurora WoodWorx order. If something is not right, please get in touch and we will do our best to resolve it promptly.
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. To exercise this right, please contact us at [email protected] within 14 days of delivery.
To be eligible for a return, goods must be unused, in their original condition, and in the original packaging where possible. Timber that has been cut, treated, or otherwise modified after delivery cannot be returned unless it is faulty.
Please contact us at [email protected] before returning any goods. We will provide you with a returns reference and instructions. Goods returned without prior authorisation may not be accepted. You are responsible for the cost of return delivery unless the goods are faulty or incorrectly supplied.
If your order arrives damaged or you receive incorrect items, please contact us within 48 hours of delivery at [email protected] with photographs of the damage or discrepancy. We will arrange a replacement or full refund at no additional cost to you.
Once we have received and inspected your returned goods, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 14 days. We reserve the right to deduct a restocking fee for returns that are not due to fault or error on our part.
Custom-cut or bespoke timber orders are made to your specific requirements and cannot be returned or refunded unless they are faulty or do not match the agreed specification. Please check your measurements carefully before ordering.
You may cancel your order before it has been dispatched by contacting us at [email protected]. Once an order has been dispatched, it cannot be cancelled and must be returned in accordance with this policy.
If you have any questions about our returns policy or wish to initiate a return, please contact us at [email protected]. We aim to respond to all enquiries within one business day.
Questions about this policy? [email protected]