Refund policy

Welcome to TimberVale.store. Customer satisfaction is one of our highest priorities. We understand that shopping online requires trust, and we are committed to making every purchase as worry-free as possible. This Return & Refund Policy explains the conditions under which products purchased through our website may be returned or refunded.

By placing an order through TimberVale.store, you acknowledge that you have read and agreed to the terms outlined below.

1. Our 30-Day Return Guarantee

We proudly offer a 30-day return policy on eligible products purchased from TimberVale.store.

If you are not completely satisfied with your purchase, you may request a return within 30 calendar days from the date your order is delivered.

Our goal is to provide a simple, transparent, and fair return process for every customer.

2. Free Returns

TimberVale.store proudly provides free return service for eligible orders.

If your return request is approved, our support team will provide detailed return instructions. Please do not send products back without first contacting us, as unauthorized returns may delay processing.

3. Eligible Return Reasons

Returns may be accepted for reasons including, but not limited to:

  • Product arrived damaged
  • Product arrived defective
  • Wrong item received
  • Missing items from your order
  • Product significantly different from its description
  • Item no longer needed
  • Customer changed their mind
  • Product failed to meet expectations

Each request is reviewed individually to ensure a fair resolution.

4. Return Conditions

To qualify for a return whenever reasonably possible, products should:

  • Be returned within 30 days after delivery
  • Be in clean condition
  • Include original accessories whenever applicable
  • Include original packaging whenever possible
  • Not show excessive misuse or intentional damage

Products that have been intentionally damaged, modified, or misused may not qualify for a refund.

5. Non-Returnable Items

Certain products cannot be returned due to hygiene, safety, or legal reasons, including:

  • Gift cards
  • Downloadable digital products
  • Personalized or customized products
  • Products specifically marked as non-returnable
  • Items damaged through improper use after delivery

If you are unsure whether your item qualifies, please contact our support team before submitting a request.

6. Damaged or Incorrect Orders

If your package arrives damaged or contains the wrong item, please notify us as soon as possible.

To help us resolve the issue quickly, please include:

  • Your order number
  • A description of the problem
  • Clear photographs of the product
  • Photos of the shipping package if applicable

Our team will investigate promptly and provide an appropriate solution, which may include a replacement, refund, or store credit depending on the situation.

7. Refund Process

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved, refunds will be processed using the original payment method whenever possible.

Please note that your financial institution may require additional processing time before the refunded amount appears on your account.

8. Processing Time

Typical processing times are:

  • Return request review: 1–3 business days
  • Refund approval: after inspection
  • Refund processing: 3–10 business days depending on your payment provider

Actual timing may vary between banks and payment services.

9. Exchanges

If you wish to exchange an item for another size, color, or product, please contact our customer support team.

Depending on product availability, we may offer:

  • Direct exchange
  • Replacement item
  • Store credit
  • Refund with a new purchase

10. Order Cancellation

Orders may be cancelled before they have entered the shipping process.

If your order has already shipped, cancellation is no longer possible, but you may request a return after delivery under this policy.

11. Refused Deliveries

If a shipment is refused without prior communication, additional shipping or handling fees charged by the carrier may be deducted from the refund where permitted by applicable law.

12. Lost Packages

If your package appears to be lost during transit, please contact us.

We will work directly with the shipping carrier to investigate the shipment and determine the most appropriate resolution.

13. Late or Missing Refunds

If you have not yet received your refund:

  • Check your bank account.
  • Contact your credit card provider.
  • Contact your bank, as posting times may vary.
  • If you still need assistance, contact our support team.

14. Contact Us

If you have questions regarding returns or refunds, please contact us:

TimberVale.store

6800 Sherbrooke St W
Montreal, Quebec H4B 1P4
Canada

Phone: (519) 653-7579

Email: support@TimberVale.store

Our customer support team is always happy to assist you with any questions regarding your purchase.