Refund policy
Thank you for shopping at Turners' Mill and we hope you love your delivery of materials. If you've changed your mind or the material doesn't suit your project, though, don't worry - let us know within 30 days of receipt and we can accept the goods back for a refund. Please see below for the specifics on this, and what happens in different circumstances.
If you've changed your mind
Send us a message within 30 days confirming your:
- Name
- Order Number
- Delivery Postcode
- Which item(s) you'd like to return
- The reason for your return
We'll then confirm your return and the address to send the items back to. Once we've received your return, we'll inspect the items and provided they're unused and undamaged will process the refund to your original payment method.
Who pays return shipping? As you've just changed your mind, you as the buyer pays for the return shipping.
What is refunded? In these circumstances we will refund the original item costs, but not the original shipping.
If the item isn't as advertised, or the wrong item was packed
We make every effort to photograph and describe the products as accurately as possible. Sometimes, though, despite these best efforts mistakes can creep in. If the item isn't as advertised or if we've sent the wrong product(s), please send us a message within 30 days confirming:
- Your Name
- Your Order Number
- Your Delivery Postcode
- Which item(s) you'd like to return
- What about them is wrong
We will then confirm your return, provide a shipping label, and investigate the cause of the mistake. Once we receive your return we'll inspect the goods and provided they are unused and undamaged we will refund the cost to your original payment card.
Who pays return shipping? For returns which are our fault we will provide a pre-paid returns label.
What is refunded? The returned item(s) and, if this makes up the entirety of your order, the original shipping cost.
If your order is damaged
If any of the items in your order arrive damaged please message us within 7 days of receiving them with:
- Your Name
- Your Order Number
- Your Delivery Postcode
- Which item(s) are damaged
We will usually follow up to request photos of the damage, as we need these to claim against the carrier. Once the details and damage are confirmed we can then offer you either a replacement (depending on stock availability) or a refund. We don't usually need the damaged items returned to us, but if we do we will provide a pre-paid returns label.
Who pays return shipping? We don't usually request damaged items be returned, but if we do need to see them we'll provide a pre-paid returns label.
What is refunded? Provided we have stock you will be offered a replacement or refund. If you choose a refund, and the damaged item(s) makes up the entirety of the order, we will also refund your original shipping.