Returns and refunds
What to do if you change your mind, order too much, or something isn't right with your delivery.
Last updated 26 October 2026
Before delivery
You can cancel at any time before your order is delivered. Email info@onlinefencing.co.uk with your reference. If you've already paid, we'll refund you in full within 14 days.
Returning unused timber (consumers)
- 01
Tell us within 14 days
Email us within 14 days of delivery with your reference and the items you'd like to return.
- 02
Send them back
Get them back to us no later than 14 days after you told us. They should be unused, uncut and unfixed, and stored dry and flat. Postage or carriage is at your cost; if you'd like us to collect, we'll quote the charge first.
- 03
Get your refund
Once the items reach us and we've checked them, we refund them within 14 days, plus the original delivery cost when everything is returned.
What can't come back
Timber that has been cut, fixed, painted or stained, or that has warped or split from being stored badly, can't be returned for a full refund. We'll reduce the refund to reflect the condition, up to the full value.
Missing, damaged or wrong items
Let us know the same day it arrives, with photos and your reference. We'll send anything missing and replace damaged or incorrect pieces, or refund them instead if you'd rather. Your statutory rights are unaffected.
Business customers
The 14-day returns above are a consumer right. Trade and business buyers aren't covered by them, but get in touch and we'll do what we reasonably can.
How refunds are paid
Refunds go back to the payment method you used. It can take several working days to appear on your statement.
Who we are
Seller: Online Fencing, Newcastle upon Tyne. Email: info@onlinefencing.co.uk.