Refund policy

Refund & Return Policy

Last Updated: August 16, 2026

At CROW TIMBER, operated by KENNETH SNYDER LLC, customer satisfaction is important to us. This Refund & Return Policy explains the conditions under which products may be returned, replaced, exchanged, or refunded.

Nothing in this policy is intended to exclude, restrict, or modify any rights customers may have under applicable New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Returns

We accept eligible change-of-mind returns within 14 days of delivery.

To qualify, the product should:

Be unused and in its original condition;
Be returned in its original packaging where reasonably possible;
Include all components, accessories, and materials originally supplied;
Include proof of purchase.

Before returning a product, please contact:

support@crowtimber.com

Returns sent without contacting our support team first may experience processing delays.

Faulty, Damaged or Incorrect Products

If your order arrives damaged, defective, faulty, or materially different from what you ordered, please contact us as soon as reasonably possible.

Include your order number and, where appropriate, photographs showing the issue.

Where required under applicable New Zealand consumer law, we will provide an appropriate remedy, which may include repair, replacement, or refund.

Our voluntary 14-day return period does not limit statutory rights relating to faulty or non-conforming products.

Change-of-Mind Returns

For approved change-of-mind returns, customers may be responsible for return shipping costs.

Original delivery charges are generally non-refundable for change-of-mind returns unless otherwise required by applicable law.

Non-Returnable Items

Unless required by law, we may not accept change-of-mind returns for:

Custom-made or personalised products;
Products that have been used, installed, modified, or damaged after delivery;
Items returned incomplete;
Clearance or final-sale products clearly identified as such before purchase;
Products that cannot reasonably be resold for hygiene or safety reasons once opened.

These exclusions do not remove any rights customers may have in relation to faulty products.

Refunds

Once an eligible return is received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

After processing, please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.

Cancellations

If you wish to cancel an order, contact support@crowtimber.com as soon as possible.

If your order has already entered fulfilment or has been dispatched, cancellation may no longer be possible. You may request an eligible return after receiving the order.