We want you to love what you buy for your home. If something is not quite right, we offer a 30-day return policy, giving you 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in re-sellable condition, unused, in its original packaging, and accompanied by your proof of purchase.

How to Start a Return

To initiate a return, please contact us at support@woodstore.co.nz. Items sent back to us without prior authorization will not be accepted.

Change-of-mind returns:

• Original Shipping Fees: Any shipping fees paid on your initial order are non-refundable.
• Return Shipping: The customer is responsible for all return shipping costs.
• We do not cover return shipping if you change your mind or if there are slight color and grain variations (as wood is a natural product).
• Orders with Free Delivery: If your original order qualified for free delivery, our actual outbound shipping cost will be deducted from your final refund amount.
• Please reach out to us first: Before sending your item back, contact support so we can confirm the return process and advise you on the exact refund amount after deducting any applicable shipping fees.

Damages and Issues

Please inspect your order as soon as it arrives. If an item is defective, damaged, or incorrect, contact us immediately at support@woodstore.co.nz so we can evaluate the issue and make it right.

Note on Solid Timber: Slight grain patterns and natural colour variations are unique characteristics of real wood and are not considered manufacturing defects.

Exceptions and Non-Returnable Items

We do not accept returns on:

• Sale or clearance items
• Gift cards
• Custom or personalised orders

Refunds

Once we receive and inspect your returned item, we will notify you regarding the approval of your refund.

• Approved refunds: If approved, you will be automatically refunded on your original payment method within 10 business days, minus the original shipping fee and any applicable outbound shipping deductions (which will be confirmed with you via email prior to return).
• Processing time: Please note that your bank or credit card provider may take additional time to process and post the transaction to your account.
• If more than 15 business days have passed since your return was approved and you haven't received your refund, please reach out to us at support@woodstore.co.nz.