Return & Refund Policy

At Lumber Store, we strive for your complete satisfaction with our construction materials and lumber products. We understand that sometimes a return may be necessary. Please review our policy carefully to understand the conditions under which returns and refunds are processed.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

Standard Stock Items Only: Only standard, in-stock items are eligible for return.
Condition: Items must be in their original, unused, uninstalled, and resalable condition. They must be free from damage, marks, cuts, or any alterations. All original packaging (if applicable) and documentation must be included.
Timeframe: Returns must be initiated within 14 days from the date of purchase or delivery/pick-up.
Proof of Purchase: A valid receipt or proof of purchase is required for all returns.

2. Items Not Eligible for Return or Refund

The following items are NOT eligible for return, exchange, or refund under any circumstances:

Custom Orders: Any products that have been custom-cut, specially ordered, or manufactured to your specific dimensions or specifications.
Special Orders: Items that are not regularly stocked by Lumber Store and were ordered specifically for your project.
Damaged/Used Items: Products that have been used, installed, cut, altered, or damaged after delivery or pick-up.
Clearance/Final Sale Items: Products sold as "clearance," "final sale," or similar designations.
Materials Exposed to Elements: Lumber or materials that have been exposed to adverse weather conditions (rain, excessive sun, moisture) after delivery/pick-up, leading to warping, cracking, or other degradation.

3. Return Process

To initiate a return, please follow these steps:

Contact Us: Contact our customer service team within the eligible timeframe at info @lumber.store to request a Return Merchandise Authorization (RMA) number. Please provide your order number and a detailed reason for the return.
Return Authorization: Do NOT return items without an RMA number. Returns without a valid RMA number may not be accepted or may result in delays in processing.
Arranging Pick-Up or Drop-off:
- Arranged Pick-Up by Our Truck: If the return is approved, our team will work with you to schedule a time interval for our truck to pick up the eligible items from your location. Please ensure the items are ready and accessible for pick-up. Additional charges may apply for pick-up services, depending on the distance from our facility, the weight, and the size of the items being returned. These charges will be communicated to you prior to pick-up.
- Drop-off: You may drop off eligible returns at our facility location during business hours. Our team will inspect the items upon arrival.
Inspection: Upon receiving the returned items (either via pick-up or drop-off), our team will inspect them to ensure they meet the eligibility criteria outlined in Section 1.

4. Refunds

Upon successful inspection and approval of your returned item(s), we will process your refund. Please note the following:

Refund Amount: All eligible refunds are subject to a deduction for handling, re-stocking, and/or delivery charges. Refunds will not exceed 75% of the original purchase price of the returned item(s). This deduction helps cover our costs associated with processing the return, re-stocking the material, and any original delivery fees that were incurred.
Processing Time: Refunds will be processed within 7-10 business days of receiving and inspecting the returned items.
Method of Refund: Refunds will be issued to the original method of payment. Please allow additional time for the refund to appear on your statement, depending on your bank or credit card company's policies.

5. Damaged or Incorrect Items Received

If you receive a damaged, defective, or incorrect item due to our error or during transit, please refer to the "Replacing" section of our Terms & Conditions. You must notify us within 48 hours of delivery or pick-up with photographic evidence. Such cases will be handled on an individual basis to arrange for a replacement or appropriate resolution, and will not be subject to the up to 75% refund limitation if the fault is ours.

6. Questions?

If you have any questions about our Return & Refund Policy, please contact us.

We appreciate your business and are here to assist you!