Returns and Exchange Policy
At Timber CR, we are committed to ensuring customer satisfaction by backing each sale with high-quality products, professional handling, and a clear returns and exchange policy. Below are the applicable guidelines
When Does a Return or Exchange Apply?
You may request a return or exchange in the following cases:
- The received product does not match the agreed specifications (dimensions, wood type, finish, etc.).
- The order shows visible factory or processing defects (cracks, warping, abnormal moisture).
- There was a mistake attributable to Timber CR during the assembly or preparation of the order.
- The packaging arrived damaged in a way that compromised the product’s integrity.
Timeframe to File a Claim
Clients must report any issues within 5 business days of receiving the order. After this period, the delivery will be considered accepted and satisfactory.
How to Submit a Request
To initiate the process, send an email to [correo@timbercr.com] with the following information:
- Order number or invoice
- Detailed description of the issue
- Clear photos of the affected product and/or packaging
- Contact information (name, phone, address)
Our team will evaluate the case and respond within a maximum of 72 business hours with the appropriate resolution.
Available Solutions
Once the claim is validated, Timber CR may offer:
- Replacement of the product at no additional cost
- Credit note for future purchases
- Refund (in exceptional cases and subject to evaluation)
Exclusions to This Policy
Returns will not be accepted in the following cases:
- Products that have been handled, cut, or modified by the customer
- Damage caused by improper storage, humidity, direct sunlight, or third-party transportation
- Natural variations in color, grain, or texture typical of wood (considered normal characteristics)
- Products purchased in special promotions or clearance sales (unless there is a factory defect)
