Refund policy

Returns & Refunds Policy — The Cedar Mill

We want you to be happy with your order. If something isn't right, here's how returns and refunds work.

Your right to cancel (stock items)

For standard, off-the-shelf products (planters, storage boxes, picnic benches, wheelie bin housings, and any cladding or fencing bought as standard stock lengths/sizes), you have the right to cancel your order under the Consumer Contracts Regulations 2013:

  • You can cancel at any time from the moment you place your order up to 14 days after you receive your goods, for any reason, without needing to give one.
  • Once you've told us you want to cancel, you then have a further 14 days to send the goods back to us.
  • To cancel, email sales@thecedarmill.co.uk or call 01694 781 399 and let us know your order number.
  • Cost of returning good is to be covered by the customer, not The Cedar Mill.

Made-to-order, bespoke and cut-to-size items

Because we mill and cut a lot of our timber to order, this cancellation right does not apply to goods made to your specification or clearly personalised, including:

  • Cladding, fencing, or balustrades cut to custom lengths or profiles
  • Bespoke timber frame kits and any "made to your measurements" order
  • Any product built or finished specifically for you

This is a standard exclusion under UK consumer law for custom-made goods (regulation 28 of the Consumer Contracts Regulations 2013) — once we've cut or built something specifically for your order, we generally can't resell it to someone else.

Condition of items you return

Goods must be returned unused, in their original condition, and — where possible — in their original packaging. You may examine goods as you would in a shop, but excessive use or damage beyond that may result in a deduction from your refund to reflect the reduction in value.

Refunds

Once we've received your returned item (or you've given us proof of postage, whichever is sooner), we'll process your refund within 14 days. Refunds go back to your original payment method.

How to start a return

  1. Email sales@thecedarmill.co.uk or call 01694 781 399 (Mon–Thu, 9am–5pm) with your order number and reason for return.
  2. We'll confirm whether your item is eligible and, for larger items, arrange collection.
  3. Pack the item securely — original packaging where possible — and send it to:

The Cedar Mill Welshpool Powys Wales SY21 9BD