Refund and Returns Policy

Overview

We hope you’re happy with your purchase, if you decide it isn’t right for you, you can return or exchange unwanted items within 30 days of purchase under our Change of Mind policy. Please note that all refunds will be made back to the original tender type. For online or in-store purchases, where mixed payment methods have been used, we will need to process the refund in order of Gift Cards, then Credit/Debit Card and cash will be the last amount to be refunded. Where any discount code has been used for any order, the discount amount will apply equally across all products purchased in that order, unless stated otherwise when placing the order. Where any refund is given, this will be up to the amount paid for the order only and will not include any amount saved using any discount code.

Please note, items must:

• Be unused and in their original condition (including all packaging and tags intact)
• Have your receipt or order confirmation. Without a issued proof of purchase, we are unable to provide a refund or exchange under our Change of Mind policy. This does not affect your statutory consumer rights.

*There are some items that we can’t return or exchange unless faulty. Read our returns policy to find out more.

Returns Methods

• Returning a small item：Anything that weighs less than 15kg and measures under 120cm in every direction
• Returning a large item：Anything that weigh more than 15kg and measure over 120cm in any direction. You can also return large items to most of our stores

To complete your return, we require a receipt or proof of purchase.

Refunds

The time it takes to receive a refund depends on how your item is returned and what method you used to pay.

Refunds: how long do they take?

Please note that all refunds will be made to the original payment method.  

If you purchased an item online and returned it via our drop off or home collection service, when the item(s) has arrived, been inspected and processed, you will receive an email to confirm your refund has been issued. Please allow 7-10 working days to receive your email. Where mixed payment methods have been used (Gift Cards and Credit/Debit Cards, for example), we will need to process the refund in the order of Gift Cards, then Credit/Debit Card and then cash. 

Gift Card refunds will be issued to a new Gift Card or added to an existing Gift Card in store. 

The time for the refund to reach you will depend on your method of payment: 

Card Payment – 3-5 working days once the item has arrived with us. 

Damaged items

If you believe any item is faulty, please contact us as soon as you become aware of a fault. If your order was over 199usd the agent you contact will ask for photos of the damage. To save time it’s best to take these before contacting us.

After 30 days from delivery you have the right to a repair or replacement of a faulty item. We will request images of any damage or fault reported and inspect the item in the home to assess whether the item should be repaired or replaced.

We will arrange for an independent expert to contact you to arrange to inspect the item in your home. Where possible they will arrange for the fault to be repaired.

Please note that in accordance with our privacy policy，in order to facilitate a repair, your details will be shared with the independent repair company.

If the item cannot be repaired, we will arrange to collect the item free of charge and issue a replacement or full refund if you choose to reject the item as applicable. 

Faulty Items

If any item that we deliver to you arrives damaged or faulty, we will happily replace or refund it.

Refunds and replacements – Please note that we will only refund the delivery charge if the whole order is damaged or faulty. Please contact us to organise a refund or replacement. You can fill out our online form or call our team, please note due to a high volume of calls it may take us a little longer to respond.

Please note, faulty items can be returned to your local store for a refund but cannot be exchanged.

Shipping returns

To return your product, you should mail your product to: 333 S Main St Apt 123, Decatur, IL 62523.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at service@naturewoodcraft.com or on +1 （702）237-8380 for questions related to refunds and returns.