We want you to love every piece you receive from The Timber Tale. If something isn't right, this page explains your options clearly. We aim to make returns and refunds as straightforward as possible.
π For urgent return requests, contact us at comenzi@thetimbertale.ro or +40 771 297 980. We respond within 1β2 working days.
| Product Type | Return Window | Eligible? | Notes |
|---|---|---|---|
| Standard shop products (in stock) | 14 days from delivery | β Yes | Original condition, undamaged, all packaging |
| Custom / made-to-order furniture | β | β No | Non-refundable once production begins (deposit) |
| Refurbished / Revival pieces | 14 days from delivery | ~ Conditional | Structural defects only; cosmetic imperfections disclosed at listing |
| Tiny Tales (collection plaques) | 30 days | ~ Conditional | Manufacturing defects only; no returns on personalised plaques |
| Your Tiny Tale (personalised) | β | β No | Made to your specifications; non-refundable |
| Educational Kits (unopened) | 14 days | β Yes | Sealed packaging only |
| Damaged on arrival (any item) | 48 hours from delivery | β Yes | Document damage with photos at delivery |
Email comenzi@thetimbertale.ro with your order number, reason for return and photos if the item is damaged or defective. We'll confirm eligibility within 2 working days.
Pack the item securely in its original packaging (or equivalent protective packaging). Include a note with your order number and name. Items returned damaged due to improper packaging may not be eligible for a full refund.
For standard returns, you are responsible for return shipping costs. We'll provide our workshop address once the return is confirmed. For items damaged on arrival, we cover the return cost β we'll send a prepaid label.
Once we receive and inspect the item (within 5 working days of receipt), we'll process your refund to the original payment method. Bank transfers: 3β5 working days. Card refunds: 5β10 working days depending on your bank.
If your item arrives damaged, do the following:
We will arrange repair, replacement or full refund β whichever is most appropriate and agreeable to you.
Guarantees cover manufacturing and craftsmanship defects. They do not cover normal wear, misuse, or damage caused by improper assembly or maintenance.
As a Romanian consumer, you are entitled to rights under OUG nr. 34/2014 (implementing EU Directive 2011/83/EU on consumer rights) and Legea nr. 449/2003 on product guarantees. Nothing in this policy limits your statutory rights. In the event of any conflict between this policy and your legal rights, your legal rights prevail.
Email: comenzi@thetimbertale.ro
Phone / WhatsApp: +40 771 297 980
Response time: 1β2 working days