Refund policy

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

Additionally, a 25% restocking fee will be implemented for returns initiated after a period exceeding 30 days, specifically applicable when the returned item(s) are in surplus or due to a change in the customer's requirements. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or 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, you can contact us at support@thewoodveneerhub.com. 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.

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

Damages and issues

Please inspect your order upon reception, and if damage is present or there are any other issues, please make a note of this and contact us immediately if the item is defective, or damaged or if you received the wrong item 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

Unfortunately, we cannot accept returns on samples / sample boxes.

If you are unhappy with your purchase for any reason, we offer a full refund within 30 days. 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 on your invoice the reason;

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

Please note 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 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. 

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.

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 ageing 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 sales@thewoodveneerhub.com before placing your order.

 

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. Please remember it can take some time for your bank or credit card company to process and post the refund.

SLATPANEL

It's no problem to return the panels within 30 days of purchase. 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 good condition, then the refund will be made once processed. 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 the refund will be made accordingly, however, the cost of return will be at your own cost. we will be able to generate a discounted return label(s) for you to use if you would prefer, which is what we would take off of the 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 the original condition with original packaging so we can resolve the issue as quickly as possible.

Our return address and package dimensions and weight are all below for your reference:

The Wood Veneer Hub

8601 West Jefferson Street

Suite #300

Tolleson, AZ 85353

Per package: 24lbs, 96" x 13" x 2"