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Refund policy

Return & Refund Policy

At Exotic Wood Zone, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to assist you.

1. Return Windows & Eligibility

  • General Items: Returns are accepted within 90 days of purchase. To be eligible, items must be unused, unaltered, and in their original condition and packaging.

  • Guitar Parts, Hardware & Strings: Returns must be initiated within 14 days of purchase. A 15% restocking fee applies to these items.

2. Non-Returnable & Final Sale Items

We cannot process returns or refunds for the following:

  • Altered Goods: Used, opened, or altered items (including cut, sanded, planed, or finished wood).

  • Custom Orders: Tailored or custom-manufactured products.

  • Timed-Out Items: Guitar Parts, Hardware, and Strings returned after the 14-day window.

  • Final Sale Listings: Clearance items, dollar deals, rare second-hand inventory, handmade closeouts, and "as is" numbered listings. Due to deep discounts and limited availability, these sales are final.

Exceptions may be granted in rare circumstances at our sole discretion. We always strive to work with customers toward a fair resolution.

3. Return Shipping & Costs

Return shipping responsibilities and fee allocations depend on whether the return is due to a merchant fulfillment issue or a buyer-initiated request. Please review the detailed guidelines below prior to sending any merchandise back to our facility.

A. Returns Due to Merchant Error

If you receive a defective, damaged, or incorrect product (such as a mismatched wood species, dimension error, or wrong part), Exotic Wood Zone will cover 100% of the associated shipping costs.

  • Prepaid Return Label: Upon verification of the issue, we will issue a prepaid return shipping label with tracking directly to your email address at no cost to you.

  • Replacement Shipping: If an exchange is requested, shipping for the replacement item is completely covered by us.

B. Buyer-Initiated Returns

For returns resulting from customer preference, buyer’s remorse, accidental orders, or ordering incorrect dimensions/specifications:

  • Return Shipping Expense: The customer is fully responsible for all return shipping fees.

  • Pre-Payment of Return Label: To ensure smooth transit and proper receiving at our facility, return shipping labels are generated through our commercial account. We will calculate the return postage rate and send an invoice or payment request. Once paid, your tracking-enabled return label will be emailed to you immediately.

  • Non-Refundable Costs: Original shipping and handling charges paid at checkout are strictly non-refundable.

  • Outbound Exchange Shipping: For exchange requests not caused by merchant error, the customer is responsible for both the return shipping cost and the outbound shipping fee for the replacement item.

4. How to Initiate a Return

  1. Submit a Request: Contact us at info@exoticwoodzone.com or 314-784-5845 with your order number and reason for return.

  2. Receive Authorization: Await approval before shipping. Do not dispatch items prior to receiving our official return shipping label, as unauthorized shipments may delay processing.

  3. Pay Label Fee (If Applicable): For customer-initiated returns, return shipping costs must be remitted prior to label delivery.

  4. Pack & Ship: Affix the provided label, ship the parcel, and retain your tracking number for reference.

     

    Return Address:
    M/S Exotic Wood Zone
    1701 Macklind Ave, Suite 400
    St. Louis, MO 63110

     

5. Refunds & Exchanges

  • Inspection & Processing: Upon receipt at our facility, returned items are inspected for condition. Approved refunds are processed within 3 to 5 business days.

  • Payment Method: All refunds are credited directly back to the original payment method used at checkout.

  • Merchant Error (Damaged or Incorrect Items): If a return is due to our error, you will receive a 100% refund of the product purchase price, and Exotic Wood Zone covers all return shipping costs.

  • Buyer-Initiated Returns (Order Error or Mind Change): For returns not caused by merchant error, return shipping fees will be deducted from your final refund amount. Original shipping fees paid at checkout are strictly non-refundable.

Need Help?

📧 Email: info@exoticwoodzone.com
📞 Phone: 314-784-5845

At Exotic Wood Zone, happy customers are our finest grain. 🌳