Refund policy

Cancellations

Once your order has been fulfilled and the shipment tracking number has been created, you cannot cancel your order. If you cancel prior to fulfillment, there will be a 5% cancellation fee.

Returns

Returns can be made 14 days from purchase, minus 20% re-stock fee and if the original order qualified for free shipping the shipping cost will be deducted from the refund amount.  If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging. Additional non-returnable items: - Gift cards To complete your return, we require a receipt or proof of purchase to be included with the return.

Refunds

Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If an order originally qualified for Free Shipping and the returned item(s) disqualify the order for Free Shipping, your refund will include credit for the item(s) less 20% restocking fee and less the original cost to ship the order. There are certain situations where only partial refunds are granted (if applicable): - Any item not in its original condition, is damaged or missing parts for reasons not due to our error - Any item that is returned more than 14 days after delivery

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this, and you still have not received your refund yet, please contact us at sales@specialhardwood.com.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at: sales@specialhardwood.com

Shipping

To return your product(s), you should mail your product to:

Special Hardwood Products
ATTN: Monocoat
91120 East Metro Pkwy
Oxford, GA 30054

Please be sure to package the product well to prevent damage during transit. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item.