Last updated: 1 March 2026
Timber is a natural material, but that doesn't mean we won't stand behind what we ship. This policy explains how returns, refunds and warranty claims work at PitchPro.
Stock timber and pallets
If your stock order arrives and isn't to spec — wrong species, wrong dimension, wrong volume — let us know within seven days of delivery and we will replace it at our expense or refund in full, including return freight. We need photographs of the goods on the truck or pallet on which they arrived.
Bespoke furniture and millwork
Bespoke pieces are built to your written specification. Because every piece is unique, we cannot accept returns for change of mind once production has started. We will, however, work with you to correct any deviation from the agreed specification — at our cost — for up to 90 days after delivery.
Sample packs
Sample packs are sent free of charge to verified trade clients. If a sample doesn't suit your project, no need to return it; just let us know which species you'd like in the next pack.
Lifetime build warranty
We warrant our bespoke joinery against build defects (loose joints, cracked panels caused by structural error, finish failure not caused by misuse) for the lifetime of the original purchaser. The warranty does not cover natural movement, wear, scratches, water damage or DIY refinishing.
How to claim
Email [email protected] with your invoice number, photographs and a brief description of the issue. We aim to respond within two working days and resolve most claims within fourteen.
Refunds
Where a refund is agreed, it is processed back to the original payment method within 10 business days of approval. Card refunds may take an additional 3–5 days to appear on your statement.