Return Policy
At WiseWood Veneer we pride ourselves in offering the highest quality products and outstanding customer service and are confident that we will meet your expectations. Please inspect your order upon delivery for damage or defects. If for any reason you are not 100% satisfied with your purchase please notify us immediately. You may return the veneer/edge banding in its original packaging within 30 days of purchase date for a full refund or replacement, as you request. After 30 days a store credit only will be issued. We cannot accept veneer that has been altered in any way (i.e. cut, stained, etc.) and will not be able to issue credit for those returned items. Any material being returned must be securely packaged and shipped postage paid and insured via UPS, FedEx or USPS. Uninsured returns may result in loss of value due to damage in return shipment. Shipping charges will not be refunded. Please enclose a copy of your invoice and your request for a refund or exchange. We do not charge a re-stocking fee. While no reason is required for the return, we would appreciate your letting us know so we may take corrective action if necessary. Special orders cannot be returned.
Damaged Shipments: We are proud to have partnered with UPS and FedEx as our shipping carriers. Their proven track record assures that you will get your order safely and quickly. In the rare event that your order has been damaged in transit please notify us immediately. If there is visible damage to the box please do not accept the delivery and indicate that you would like it returned to the shipper. We will send a prompt replacement. If there is no visible damage to the outer packaging, however the veneer or edge banding is damaged please notify us immediately. Your replacement order will be shipped right away. You will not be charged for shipping costs for any replacement order due to damage.
Special/Custom Orders
Custom orders are considered non-returnable. We understand that not all cases are as simple as black or white and some exceptions may occur. When these instances arise we will make every effort to be fair and accommodating. If a refund is agreed to we reserve the right to apply a 30% re-stocking fee and issue a store credit for the remaining balance of the material returned
For the purpose of defining custom order one of the following conditions apply:
- Any veneer species not normally stocked
- Veneer or panels made to a custom spec, ie: special sizes, special sheet to sheet matches, special backer combinations
- Veneer produced specifically for a customer in quantities, sequences or grade that exceed what is deemed normal and acceptable as regular stock
- Veneer made from an approved live sample
- Veneer from a customer “spec’d” log
Warranty
WiseWood veneers are warranted to be free from defects in materials and workmanship. This warranty is limited to the purchase price of the veneer indicated on this invoice. Buyer assumes the risk for results obtained by these goods, whether used alone or in combination with other products. WiseWood Veneer Co. will not be responsible for any costs for repairs or for incidental damages, consequential damages, or loss of use for any reason including, but not limited to, economic losses or other business expenses or costs resulting from alteration, misuse, tampering, negligence or abuse. WiseWood Veneer assumes no responsibility for, and shall not be liable in any way for the final suitability of our products for any intended purpose, nor for any health conditions or accidents that arise during use of our woods.