Returns & Refund Policy

We want you to be confident in the timber you purchase from us. If you have an issue with your order, please read our policy below to understand your options regarding returns, refunds, and replacements.

30-Day Return Window

You have 30 days from the date you receive your item to request a return.

To be eligible for a return, the timber or product must be in the exact condition you received it: unused, uncut, unshaped, and unmodified. Please keep your receipt or proof of purchase.

How to Start a Return

To initiate a return, please email info@paulowniatimber.com.au with:

  • Your order number

  • Clear photos of the items (especially if damaged or defective)

  • The reason for your return

We will evaluate your request and, if approved, provide you with the return address and instructions. Please note: Any items shipped back to our factory without prior approval will not be accepted.

Damages & Incorrect Orders

Please inspect your timber as soon as it is delivered. If an item arrives damaged, defective, or if you received the incorrect size/product, you must contact us within 7 days of delivery.

We will review the issue and make it right—whether through replacement, repair, or refund—in accordance with your rights under the Australian Consumer Law (ACL).

Exceptions & Non-Returnable Items

Because of the nature of the timber and construction industry, certain items cannot be returned:

  • Modified Timber: All timber sales are strictly final once the wood has been cut, dressed, sanded, glued or otherwise altered from its original state.

  • Custom & Made-to-Order Items: Any timber that has been custom-milled, dressed to your specific sizes, or specially run (such as custom VJ boards or specific surfboard blanks) cannot be returned.

  • Used Products: Any DIY materials, edge-glued sheets, or blanks that show signs of use or poor on-site storage (e.g., water damage from being left outside) are non-returnable.

Natural Timber Characteristics (Not Defects)

As outlined in our Terms of Sale, Paulownia is a natural product. Returns, refunds, or replacements will not be granted for the following inherent characteristics, as they are not considered defects:

  • Knots & Natural Blemishes: While our Paulownia is highly graded and predominantly knot-free, the occasional knot, pinhole, or natural blemish is a standard, inherent part of any timber and is not classified as a defect.

  • Natural Variations: Differences in color, grain pattern, and minor surface features compared to website photos or previous batches.

  • Rough-Sawn Characteristics: Rough edges, machining marks, and minor surface anomalies on rough-sawn timber (this material is sold with the expectation that you will dress and dock it).

  • Minor Movement: Slight bowing, spring, or cupping that falls within accepted industry tolerances (e.g., bowing up to 8mm over a 1-metre span).

Change-of-Mind Returns

If you simply change your mind or accidentally order the wrong standard-sized item, we may approve a return within the 30-day window provided the wood is completely untouched.

For change-of-mind returns, you are responsible for organising and paying for return shipping, and your original shipping costs are non-refundable.

A note on freight costs: Please be aware that freight for large or long timber sections is generally very expensive. This cost increases significantly if a courier is required to collect the timber from a residential address rather than a business address. If we assist by organizing the return freight on your behalf, the total cost of that collection and shipping will be deducted from your final refund.