Faulty, Misdescribed or Damaged Goods

It is our responsibility to supply you with goods that meet your consumer rights.  If you have any concerns that we have not met our legal obligations, please contact us.  For full details of our complaints policy please contact us.

To arrange for the product to be collected email mail@thornbrigesawmills.co.uk or telephone 0131 322 0545 with your order number and details of the product to be returned. We will either provide a replacement or process a refund. 


You can also choose to return the product to your local store, with proof of purchase, for a full refund including delivery charge.  All refunds will be made to the account used to purchase the product.

We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.

Internet Orders - Right to Cancel

You have the right to cancel this contract within 14 days without given any reasons.  Items manufactured to customer specification cannot be returned unless faulty or not as described.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession on the last goods.

To exercise the right to cancel you must inform Thornbridge Sawmills, Thornbridge Yard, Laurieston Road, Grangemouth. FK3 8XX, Email mail@thornbridgesawmills.co.uk of your decision to cancel this contract by a clear statement (e.g. letter sent by recorded delivery post, or an email.)

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us.)


We may make deduction for the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than –

(a)  14 days after the day we receive back from you any goods supplied, or

(b)  (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c)  If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract

We will make the reimbursement using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as a result of the reimbursement.  We may withhold reimbursement until we have received the goods back.

You shall not send back the goods or hand them over to us without undue delay and in the event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the 14 days has expired.

You will have to bear the direct costs of returning the goods.  This cost may be high depending on the dimensions and weight of the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.