Returns Policy
Streamlined Return Process
To initiate a return, please contact us for a Return Goods Authorization (RGA) number. We will provide shipping instructions and, where possible, assist in coordinating pickup. Before shipping, prepare the item and share a photo with us.
Return Conditions
To facilitate a smooth return process, we allow items to be returned within 7 days of receipt. Items must be in their original, unused condition, including all original packaging and accessories, and free of wear and tear.
Custom Orders and Staining
We cannot accept returns on custom door orders or furniture that has been custom-stained. No refunds or exchanges will be issued once drawings or work orders are signed and submitted.
Proof of Purchase
A receipt or proof of purchase is required for all returns, ensuring a transparent and efficient process.
Restocking Fee
A 15% restocking fee applies if items are returned not in their original packaging, or the packaging is not in perfect condition.
Handling Defective Items
Your satisfaction is our priority. If you receive a defective item, we will address the issue promptly, offering repair or replacement at no additional cost. Please contact us immediately at info@urbanwoodcraft.com or call us toll-free at 1-855-738-1378 to initiate the resolution process.
Non-Returnable Items
Items classified as final sale, custom-made, or on sale are not eligible for return, reflecting our dedication to quality and exclusivity.
Refunds Process
Customers will be issued their refund once the returned items have been received and inspected by our warehouse team. We commit to providing updates promptly.
Return Freight Charges
Returns are subject to a freight fee of $100 for Canadian customers and $149 for U.S. customers. Larger items, bulk orders and returns from remote locations may incur additional fees.
Privacy and Data Security
We assure all customers that their data is handled securely throughout the returns process, protecting your privacy and information integrity.
Dispute Resolution
We are committed to resolving any disputes fairly and efficiently, prioritizing the customer experience to ensure a hassle-free return policy.
International Returns
International returns (outside Canada and USA) are handled by local agents. For returns in the Middle East, we allow a 7-day return window with no restocking fees. A 10% repackaging fee may apply if the product is returned without the original packaging.