Returns / exchanges / refunds
This Return Policy outlines the terms and conditions for returning products purchased through our website. By making a purchase, you agree to the terms set forth in this policy.
1. Returns and Exchanges:
1.1 Eligibility: We accept returns and exchanges on items that are unused, undamaged, and in their original condition. Returns must be initiated within 15 days of receiving your order.
1.2 Non-Returnable Items: Customized or personalized items, including custom furniture orders, are non-returnable unless they arrive with workshop defect(s) or Ponderosa WoodSlabs is responsible for a mistake.
2. Initiating a Return:
2.1 Contact Us: To initiate a return or exchange, please contact our customer service team at info@ponderosawoodslabs.com or +1.786.270.1617. Provide your order number, a brief reason for the return, and any relevant photos for incorrect or defective items.
2.2 Return Authorization: Once your return is approved, we will provide you with a Return Authorization (RA) number and instructions on how to return the item.
3. Return Shipping:
3.1 Cost Responsibility: Customers are responsible for return shipping costs unless the item is incorrect or defective from our doing. We recommend using a trackable shipping service for returns.
3.2 Incorrect or Defective Items: If the item is incorrect or defective, please provide clear photos of the flaw or defect. We will cover the return shipping costs in such cases.
4. Refunds:
4.1 Refund Process: Refunds will be processed once the returned item is received and inspected. Please allow 15 business days for the refund to be credited to your original payment method.
4.2 Original Shipping Costs: Original shipping costs are non-refundable, except in cases where the return is due to a incorrect or workshop defective item.
5. Restocking Fee:
5.1 Restocking Fee: A restocking fee of 20% may apply to returns not due to damage or defect. This fee will be deducted from the refund amount.
6. Cancellations:
6.1 Cancellation Period: If you wish to cancel your order, please contact us within 12 hours of placing the order. Once an item has shipped, the standard return process applies.
7. Contact Information:
If you have any questions or concerns regarding our Return Policy, please contact us at:
Ponderosa WoodSlabs
14927 NW 7th Ave.
Miami, Florida 33168
info@ponderosawoodslabs.com
+1.786.270.1617
Thank you for choosing Ponderosa WoodSlabs. We value your satisfaction and aim to provide a fair and transparent return process for our customers.