If you are not satisfied with your product purchase, you may return the item in its original package (including all parts, manuals and etc.) within 14 days from the delivery date for an exchange or a refund.
The shipping charge for the return of the product will be deducted from the total refund.
All shipping charges are the responsibility of the customer. The original shipping fee is not refundable. Additionally, a standard shipping fee will be deducted from the refund for items purchased with a free shipping offer. Likewise, the customer must cover any return shipping costs. Similarly, if freight delivery was required for shipping an oversized item, the actual shipping fees will be deducted from the refund.
When a return is received, all items will be inspected and when applicable a replacement will be issued or a refund processed. In some instances, there may be a restocking fee calculated that will be deducted from the refund.
Returned or exchanged items must be unused, in new condition and with the original packaging. All initial parts and materials must accompany the returned or exchanged product. An additional 20% charge will be assessed above the product price on returns or exchanges without original boxes. The customer will also incur charges for any missing or damaged parts or materials.
If the return is a result of a company error or a defective product, a full refund will be provided including the complete cost of the merchandise as well as all applicable shipping charges.
Additionally, it is required that the responsible person to receive the order is noted on the order form along with the correct email and phone contact information, and that this individual is available to receive and return any written and verbal correspondence.
It is essential that the responsible person be available and engage in correspondence with the Whole Woods Cabin representatives and/or the Warehouse Logistics Team once the product has been shipped to establish a delivery time to the provided destination as well as have the necessary equipment to support this delivery.
Once the product is available for delivery, the customer must make the necessary arrangements to take receipt of the product within three days from the initial contact. Following this three-day grace period, the customer will be subject to all actual shipping and storage costs as well as logistic and subsequent handling fees that incur as the product is otherwise retained in a warehouse.
The customer will also incur an additional flat handling fee that represents 20% of the cost of order for return shipments from any third party storage location back to the Whole Wood Cabins factory warehouse.
In the case of an attempted delivery with the inability to receive the product at the designated time, the customer will be subject to all fees, including but not limited to, handling and shipping as well as assume all risks for any damages to the product or lost shipment after the initial attempted delivery whereas Whole Wood Cabins will assume such risks when the first shipment is initiated to the client.
Cancellations that occur prior to the shipment of any products from the East Coast warehouse may still be subject to fees associated with credit card processing and restocking.
** Please see the Return Policy for any cancellations that take place after the shipment of an order.
The following orders will be subject to all actual shipping fees: uncancelled orders prior to shipment that are successfully delivered, refused orders at the time of delivery that are redirected back to the East Coast warehouse and undelivered orders due to customer absence or unavailability at the time of delivery that are rerouted back to the East Coast warehouse.
Should the customer not agree with the return and/or cancellation policies, then the original order will remain intact; and the items will be delivered according to the original pricing agreement, specifications, terms and conditions. It is the responsibility of the customer to pay the agreed upon product price and applicable shipping fees.
Cancellation of an order must take place in writing or via e-mail.
Products that have been modified in any fashion are not subject to return. This includes, but is not limited to, items that have been painted, stained, used, weathered or broken. Items that have been altered in any manner from their original state are not returnable.