Refund policy

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

A 20% restocking fee applies to returns initiated within this 30-day period. Returns requested between 30 and 90 days after delivery may be accepted at our discretion and are subject to a 25% restocking fee; this applies specifically where the returned item(s) are surplus to requirements or due to a change in the customer's requirements.

We do not accept returns more than 90 days after delivery. If you wish to return an item after this date, please contact our Customer Service team at support@thewoodveneerhub.com and we will review your request.

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

To start a return, contact us at support@thewoodveneerhub.com. If your return is accepted, we will send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

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

Damages and issues

Please inspect your order on delivery. Damage claims must be submitted with photos within 24 hours of delivery. If you received a defective or incorrect item, please contact us immediately so that we can evaluate the issue and make it right as quickly as possible for you. Failure to do so may result in refusal or an inability to rectify the issue at a later date.

Exceptions / non-returnable items

We cannot accept returns on samples or sample boxes. What you pay for samples comes back as a credit of up to $25 on your next panel order. It's applied automatically at checkout, once, within 90 days of your sample order.

If you are unhappy with your purchase for any reason, you may return it within 30 days subject to the restocking fee above. Your items must be returned in a re-saleable condition at your own cost, in the original packaging, unopened, with a copy of the invoice. Please write the reason on your invoice:

• Returned for resale (only if in a re-saleable condition)
• Returned faulty

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

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, we will 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 by the courier, we will send out a replacement.

If the tracking shows the item as delivered to you or your address, whether that is a reception desk, front door, porch, or similar, and you claim it has not been, 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, 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.

For panel orders placed more than three (3) months apart, it is highly unlikely that the panels will match perfectly with those from previous orders. This is due to natural aging and batch differences in our wood veneer panels, and oil absorption over time on wood veneers. If an order is placed more than one (1) year after the initial purchase, we cannot provide any guarantee of matching panels.

For customers requiring a consistent appearance in wood panels across multiple orders, we recommend purchasing the required quantity for the entire project at one time. This approach minimizes discrepancies and ensures the panels come from the same production batch. If you anticipate needing additional panels in the future, please consult with our customer service team about ordering extra stock. Please contact our sales team at support@thewoodveneerhub.com before placing your order.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund was approved or not. If approved, you will be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

SLATPANEL

It is no problem to return the panels within 30 days of receiving your order. Returns are not accepted after 90 days; please contact Customer Service if you need to discuss a return beyond this period. 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 unopened and in good condition, the refund will be made once processed.

If the order is rejected or sent back due to no longer wanting the product or ordering the incorrect item, the refund will be made minus the original shipping charge, and the cost of return shipping is your responsibility. We can generate discounted return label(s) for you if you prefer, and the cost will be deducted from your refund.

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 if you have supplied your own return labels, send us the tracking numbers once sent.

If you have received your packages with any issues or you have a query regarding your delivery, please contact us straight away at support@thewoodveneerhub.com so we can help you resolve your issue as soon as possible. Please ensure you keep all packaging and panels safe and in their current 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 their original condition with original packaging so we can resolve the issue as quickly as possible.

Our return address is below for your reference:

The Wood Veneer Hub
8601 West Jefferson Street
Suite #300
Tolleson, AZ 85353