You have a 30-day window from the date of purchase to return or exchange your item. After this period, we’re unable to offer refunds or swaps.
For a successful return or exchange, ensure the product remains unused and in the condition you initially received it, including its original packaging.
To process the return, a receipt or proof of purchase is necessary.
Do not send the item back to the manufacturer.
Limited cases may result in partial refunds:
Products damaged, incomplete, or altered, through no fault of ours.
Items sent back after more than 30 days from delivery.
Refund Process
Upon receipt and examination of your return, we’ll notify you via email regarding the acceptance or denial of your refund request. A restocking fee might be charged for items not in their original packaging. The amount of this fee varies based on the item’s condition.
If approved, the refund will be initiated to your original payment method within a specified number of days.
Pending Refunds
If the refund hasn’t appeared in your account:
Double-check your bank statement.
Contact your credit card company; refunds may take some time to appear.
Check with your bank; there may be a delay in processing.
If the issue persists, email us at support@wooden.city.
Sale Items
Unfortunately, items on sale are not eligible for refunds.
Exchanges
For part replacements due to damage, defect, or other issues, refer to our part replacement policy. Our products are DIY kits and replacements are subject to manufacturer verification. For significant manufacturer errors, a complete model replacement is possible. For exchanges, reach out to support@wooden.city.
Shipping Costs
You are responsible for the shipping charges when returning an item. These costs are non-refundable and will be deducted from your refund if applicable.
Delivery Time for Exchanges
Delivery times for exchanged items can differ based on your location.
Shipping Precautions
For assurance, use a trackable shipping service or opt for shipping insurance. We cannot guarantee receipt of your returned item.
