Refund policy

Return Policy

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

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

  • Flooring/Lumber: Boxes must be factory-sealed, unopened, and strapping must be intact. Material that has been opened, acclimated, cut, or installed cannot be returned.

  • Samples: Sample packs are non-refundable.

  • Accessories: Moldings and trim must be uncut and in original condition.

You’ll also need the receipt or proof of purchase.

Restocking Fees & Shipping Costs

Please note that returns for reasons other than manufacturer defect or shipping damage are subject to a 25% restocking fee.

  • Return Shipping: The customer is responsible for arranging and paying for return shipping costs. Original shipping charges are non-refundable.

  • Label: For small parcel items (UPS/FedEx), we may provide a return label and deduct the cost from your refund. For freight shipments, you must arrange return freight carrier service.

How to Start a Return

To start a return, you can contact us at office@hempwood.com. If your return is accepted, we will send you a Return Merchandise Authorization (RMA) number and instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Address: HempWood Returns Dept. 301 Rockwood Rd Murray, KY 42071

You can always contact us for any return question at office@hempwood.com.

Damages and Freight Inspection CRITICAL: Please inspect your order immediately upon reception.

  • Freight Deliveries: You must inspect the pallet for visible damage before signing the carrier's delivery receipt. If damage is found, you must write "DAMAGED" on the receipt and take photos. If you sign for the shipment as "Clear" without noting damage, the carrier will deny the claim, and we may not be able to replace the material free of charge.

  • Concealed Damage: 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:

  • Custom Products: Special orders, custom-milled lumber, or custom-stained flooring.

  • Installed Material: Any product that has been cut, nailed, glued, or installed is considered accepted by the buyer and is not returnable.

  • Sale Items: We cannot accept returns on clearance 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.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it: unopened, factory sealed, and in its original packaging. You will be responsible for the direct cost of returning the goods.

Refunds

We will notify you once we’ve received and inspected your return.

  • Inspection: Returns will be inspected for damage. Open boxes or damaged material may be denied or subject to a higher restocking fee.

  • Processing: If approved, you’ll be automatically refunded on your original payment method within 10 business days (minus applicable restocking fees and shipping costs). Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at office@hempwood.com.