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Refunds, Returns, and Shipping Policy

Westall Timber Refunds, Returns, and Shipping Policy


At Westall Timber, we strive to ensure our customers are completely satisfied with their purchases. If for any reason you are not happy with your order, our Refunds and Returns Policy and Shipping and Delivery Policy will assist you in resolving any issues promptly and efficiently.

Refunds and Returns Policy

1. Returns

  • Eligibility: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
  • Timeframe: Our policy lasts 30 days from the date of purchase. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns.

2. Non-Returnable Items

Certain items are exempt from being returned. Non-returnable items include:

  • Gift cards
  • Customised or special order items
  • Items marked as clearance or final sale

3. Refunds

  • Refund Policy: Refunds can only be issued before the order is confirmed. Once the order is confirmed, a refund will no longer be possible.
  • In-Store Credit: After the order is confirmed, if you wish to make any changes or cancel the order, you will only be eligible for in-store credit. This credit will be valid for up to 30 days from the date of issue.
  • Inspection: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund or store credit request.
  • Approval: If your return is approved and falls within the refund eligibility window, your refund will be processed and applied to your original method of payment within a certain number of days. If outside of the refund window, store credit will be applied.
  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. If you still have not received your refund, please contact us at sales@westalltimber.com.au.

4. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at sales@westalltimber.com.au and send your item to:
Factory 2/30 Bando Rd, Springvale, VIC 3171.

5. Click and Collect Orders

For items ordered through our Click and Collect service:

  • Bring your confirmation email and a valid ID when picking up your order.
  • If you are unsatisfied with your purchase, you can return it to our store within 30 days, following the guidelines above.

Shipping and Delivery Policy

We aim to provide flexible and reliable delivery options for our customers. Please review the delivery details below:

Delivery Options

  1. FREE Delivery:
    • Orders over $150 for hardware products and $1000 for timber products within Melbourne Metro qualify for free delivery.
  2. Pickup Only:
    • Orders below $150 for hardware products or $1000 for timber products are available for pickup only.
    • Pickup Location: Factory 2/30 Bando Rd, Springvale, VIC 3171.
  3. Outside Melbourne Metro Delivery:
    • For deliveries outside Melbourne Metro, please contact us at sales@westalltimber.com.au or call us at 9546 5622 to discuss delivery options.

Delivery Timeframes

  • Orders within Melbourne Metro are typically delivered within 3-5 business days from the order confirmation date.
  • For areas outside Melbourne Metro, delivery times will vary based on the chosen delivery method and location. Contact us for further details.

Shipping Restrictions

  • Delivery is only available to locations accessible by standard road transport.
  • Additional fees may apply for remote or difficult-to-access areas.

Damaged or Missing Items

If your order is damaged or missing items upon delivery:

  • Notify us within 48 hours of receiving the delivery.
  • Provide photos of the damage and your order details to sales@westalltimber.com.au so we can address the issue promptly.

Contact Us

For more information about our Refunds, Returns, or Shipping and Delivery Policies, please contact us: