Returns, Exchanges and Refunds


Online, Phone and Showroom Orders

Consumers placing an order online at or over the phone, can cancel orders up to 14 days from receipt of delivery or collection of the order, as per Consumer Contracts Regulations, and receive a full refund excluding the cost of return shipping. The goods must not be installed and should be returned undamaged at the buyer's cost, in their original packaging, and should be fit for re-sale.

To request a return, please email our Customer Service team ( Returns will only be accepted when accompanied by a Goods Returned Note. Failure to include the completed document could result in delays in your return being processed.

Consumers wishing to cancel orders after 14 days of receipt of delivery or collection of the order, should contact the sales office with the full order details. Once received, the request will be assessed.

Cancellations within this period are at the discretion of Silva Timber. If the cancellation request is accepted, any refund will exclude the cost of delivery, the cost of return shipping where applicable, and a stocking and administration charge of up to 25% of the order will apply.

Businesses ordering online are subject to our terms and conditions.

Custom or Personalised Orders

When you order customised goods, we will send out a sample to sign off as acceptance of quality. We do not accept cancellations of custom or personalised orders.

Examples of custom orders include pre-sanded timber, pre-finished timber, custom mixed paints, and stains, or any other goods which by reason of their nature cannot be returned or resold.

Clearance Items

Any clearance items which are advertised as damaged, are only available for collection, and inspection is required at the time of purchase.  No refunds are available for these types of items.


To request an exchange of an order, contact us in writing within 14 days of receipt of your order, via email to or post at Silva Timber Products Ltd, Halebank House, Pickerings Road, Widnes, Cheshire, WA8 8XW.

The original order must be returned to Silva Timber within 14 days from notification of cancellation.

Businesses requesting an exchange are subject to our terms and conditions.


Full details are available on our terms and conditions page.