Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We require imagery of the package before it is sent in its original packaging and undamaged.

To start a return, click here, login with the email address used on your order and follow the return instructions. If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted. Woodarq doesn't cover return shipping cost. 

You can always contact us for any return questions at contact@woodarq.com.

Please note sample boxes are final sale and non-refundable.

 

Damages and issues
We kindly request that you carefully inspect your order upon receipt and promptly contact us to make it right for you, if you encounter any of the following issues: defective items, damages, or receipt of the wrong item.

We appreciate your understanding and cooperation in this matter. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or samples/sample boxes.

If you are unhappy with your purchase for any reason, we offer a full refund within 30 days. We can only accept returns that are unopened, uninstalled, and with all the required packaging present as they were received. They will be inspected once received by our warehouse team, and if indeed unopened/in original new condition, then the refund will be made once processed. Your items must be returned in a re-saleable original condition at your own cost in the original packaging, unopened, with a copy of the invoice. Before returning, please send us a picture of all the packages ready for return, including pictures of each end and the body of the package, and let us know the reason for your return. Then please wait for confirmation from us to go ahead with the return.
Once confirmed, please write your name and order number on the box, so it is easy for our team to differentiate between orders, and send us the tracking numbers once sent.

Please note failure to include your invoice and reason will only slow down your return. We do not cover the cost of return shipping if you have decided you do not like the product or there are slight color differences, knots or issues that come with the panel being a natural wood product. If free delivery has been offered and the order is rejected or sent back due to no longer wanting the product or ordering the incorrect item, then a refund will be made on the product minus the delivery cost.

If you have received your packages with any issues or you have a query regarding your delivery, please contact us immediately at contact@woodarq.com so we can help you resolve your issue as soon as possible. Please make sure to keep all packaging and panels safe in their original/new condition until you have spoken to us. Please be aware that we will not be able to send any replacements or offer refunds if the order has issues, but the panels have been cut, finished or installed in any way. We require the panels to be in the original condition along with their original packaging so we can resolve the issue as quickly as possible.

Our return address is:

WOODARQ Returns

3800 Distribution Blvd,

Houston, TX 77018

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Missing Items

If an item is missing, then we shall raise a claim with the courier right away. Please be advised that the claim can potentially take some weeks, although we do aim to get this resolved immediately. Once confirmed as lost via the courier, we will send out a replacement.

If the item is saying delivered to either yourself or your address, whether it be a reception desk, front door/porch, or similar, and you claim it hasn't been, then we require notification within 24 hours via email. We cannot accept a phone call or attempted calls as a claim. If we can prove it has been delivered via courier tracking, then we are not able to provide a refund, but we will do everything we can to resolve the situation for you.

 

Color Variations

We cannot process refunds or returns for color variations within any of our products.

 

Custom Orders

We value our customers and strive to provide the best possible products and services. Please note that custom orders are non-cancellable and non-refundable due to their personalized and made-to-order nature. Once an order is confirmed, it cannot be modified, canceled, or refunded, as these products are uniquely tailored to specifications and cannot be resold or reused.

We encourage double-checking all details before finalizing the purchase to ensure everything is accurate. If there are any questions or assistance needed before placing an order, please reach out to us.

 

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@woodarq.com.