Returns and Refunds

Products Which Are Not Required: You can return any unused Product to us in its original condition for a refund within 14 days of delivery to you. This right to return does not apply to bespoke or made to measure products.


Cancellation Rights

​You can cancel any on-line order (excluding bespoke or made to measure products) and receive a full refund (including standard delivery charges) by contacting us by either phone (01462 686838) or email ( before scheduled delivery date. No refund of delivery charges will be made if the cancellation notice is received outside of this timeframe.

Refunds will be paid to the payment card used to place the order and will be made as soon as possible and no later than, the earlier of 5 days after our receipt of the returned Products or 5 days after our receipt of evidence of the return of the Products to us. We are permitted to reduce your refund to reflect any reduction in the value of the Products which are due to the manner in which you have handled them.

Please note that if you cancel an order after the Product has been delivered, you will be responsible for returning the Product to us at your cost and within 14 days of the cancellation of your order. For information regarding the return of Products please see below.

How to Return a Product

​If you wish to return a Product after it has been delivered, you will be responsible for returning the Product to us at your cost by any of the following methods:

Free Returns to Store

You can return any Product you no longer require to Southill Sawmills store with proof of purchase at:

Lawsons (Whetstone) Ltd t/a Hertfordshire Timber & building Supplies

Unit 1, Umo Park

Blackhorse Road




Request A Collection From Site
To arrange for a Product to be collected please e-mail or telephone us on 01462 686838 with your order number and details of the Product to be returned. We will arrange for the collection of the Product by our delivery staff. Please note that there will be a minimum charge payable by you of £30 for this service, which may rise depending on your location and product type.

All refunds for returned Products will be processed within 5 days and will be made to the account used to purchase the product.


Faulty or Damaged Products
In the unlikely event that a delivered product is faulty or damaged, we will exchange it or provide you with a refund, as long as we are notified of the product's fault within 3 days of it being delivered to you.

You can choose to return faulty or defective Products to Herts Timber store with proof of purchase. Alternatively, you can arrange for the faulty or defective Product to be collected by e-mailing or by telephoning us on 01462 686838 with your order number and details of the product to be returned. We will collect it at no expense to you and either provide a replacement or process a refund.

​All refunds will be processed via the original payment method used at time of products purchase.

Except for the remedies set out in our Refunds and Returns section (see above), if any Product which we supply is proven to be damaged or defective we will either repair or replace the Product or offer a refund less a fair amount on account of your use of the Product.

Where we are unable to perform our obligations under the Contract due to matters outside of our control or if we supply a product that is damaged or defective, we will not in any circumstances accept liability for any claim to recover loss of profits or any special or indirect loss, damage or expense. Nothing in these conditions excludes or limits in any way our liability for:

a) death or personal injury caused by our negligence;

b) fraud or fraudulent misrepresentation; or

c) any matter for which it would be illegal for us to exclude or attempt to exclude our liability.

As a consumer customer you may have additional legal rights in relation to Products that are faulty or not as described and nothing in these Terms affects these rights. Further advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

© Copyright 2021 Lawsons (Whetstone) Ltd. All Rights Reserved - VAT No. 726 4860 18 - Registered in England No. 02790259 Registered Office Tyttenhanger Farm, Coursers Road, Colney Health, Hertfordshire, AL4 0PG