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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.
To start a return, you can contact us at theknottylumberco@gmail.com. Please note that returns will need to be sent to the following address: 424 Rennie St, Hamilton Ontario, L8H 3P5
If your return request is accepted, we will advise you how and where to send your package. Items sent back to us without first requesting a return will not be accepted. When we receive the item back, we will conduct an examination on the item and if approved, will process the refund.
You are responsible for the cost of return shipping. For items sold with free shipping, the cost of original outbound shipping will be deducted from your refund, along with a 20% restocking fee.
You can always contact us for any return question at theknottylumberco@gmail.com.
Duties, Tariffs & Customs Fees
Any customs duties, tariffs, taxes, or import fees paid on your original order are non-refundable under any circumstances, including approved returns and exchanges. These charges are collected by customs authorities, not by The Knotty Lumber Co., and cannot be reimbursed by us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and made to order items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
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 30 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 30 business days have passed since we've approved your return, please contact us at theknottylumberco@gmail.com.
