Refund policy

First Things First – Let’s Fix It
In most cases, issues can be resolved quickly without returning the full product.
If anything is missing, damaged, or not quite right, please contact us first.

We can usually arrange:
Replacement parts
Missing components
Or a simple fix that saves you time and avoids unnecessary returns
Our goal is to get you enjoying your furniture as quickly as possible.
📧 jacques@timbertownknysna.com
Returns

If a return is still required, we offer a 30-day return window from the day you receive your item.
To qualify for a return:
The item must be unused and in the same condition as received
In its original packaging
With proof of purchase
To request a return, please email us at:
📧 jacques@timbertownknysna.com
Please include:
Your order number
Reason for the return
Clear photos of the item and packaging
Once your return is approved, we will arrange the return logistics and provide instructions on how the item will be collected or sent back to us.
Please note: Returns must be approved before any item is sent back. Unapproved returns may not be accepted.
📍 Return Address:
21 Meeu Street Knysna industrial 6571 WC 
Damaged or Incorrect Items
We carefully inspect every order before it leaves our workshop.
However, if something arrives damaged or incorrect, please notify us as soon as possible so we can evaluate the issue and make it right.
Items That Can’t Be Returned
Some items cannot be returned, including:
Custom or made-to-order products
Clearance or sale items
Gift cards
If you’re unsure about a specific item, just ask — we’re happy to help before you place your order.
Exchanges
The fastest way to receive a different item is to return your original product (once approved) and place a new order.
EU Customers – 14-Day Cooling-Off Period
If your order is shipped to the European Union, you are entitled to cancel or return your order within 14 days, for any reason.
Items must be unused, in original condition, and in original packaging, with proof of purchase.
Refunds
Once your returned item has been received and inspected, we’ll notify you whether your refund has been approved.
If approved, refunds will be processed to your original payment method within 10 business days.
Please allow additional time for your bank or payment provider to reflect the transaction.
If more than 15 business days have passed since approval, please contact us at jacques@timbertownknysna.com.
We’re Here to Help
We’re a proudly South African business, building furniture in Knysna with care and attention to detail. If anything about your order isn’t right, we’d much rather hear from you and fix it than leave you disappointed.
📧 jacques@timbertownknysna.com