Refund & Return Policy – knottree
Overview
At knottree, we take pride in offering high-quality White Birch Logs and natural wood products. Due to the nature of our products, we have specific guidelines for refunds and returns to ensure fairness and clarity.
Our return policy lasts 30 days from the date of purchase. If 30 days have passed, we regret that we cannot offer a full refund or exchange.
To be eligible for a return:
✅ The item must be unused, unaltered, and in its original condition as received.
✅ It must be returned in the original packaging to ensure protection during transit.
✅ A receipt or proof of purchase is required.
Non-Returnable Items
Certain products cannot be returned, including:
❌ Custom-cut or personalized wood pieces
❌ Logs or wood that have been burned, cut, or modified after delivery
❌ Bulk or wholesale orders (unless defective upon arrival)
❌ Gift cards
Refunds
Once we receive and inspect your returned item, we will notify you via email about the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within a few business days.
Partial Refunds (if applicable)
In some cases, only a partial refund may be granted:
⚠️ Items that show signs of use or wear
⚠️ Returns that are missing original packaging
⚠️ Any return requested beyond the 30-day return period
Late or Missing Refunds
If you haven’t received your refund yet:
1️⃣ Check your bank account again.
2️⃣ Contact your credit card company, as it may take time for the refund to be posted.
3️⃣ Reach out to your bank, as processing delays may occur.
If you’ve done all of the above and still haven’t received your refund, please contact us at [email protected].
Exchanges
We only replace items if they arrive damaged or defective. If you need to exchange an item for the same product, please email us at [email protected] and send your item to: [office address].
Gifts
If the item was marked as a gift during purchase and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, we will send you a gift certificate.
If the item was not marked as a gift, or the gift giver had the order shipped to themselves, the refund will go to the gift giver.
Shipping Returns
To return your product, mail it to: [office address].
📌 Please note:
- Customers are responsible for return shipping costs, which are non-refundable.
- If you receive a refund, the cost of return shipping will be deducted from your refund.
- We recommend using a trackable shipping service or purchasing shipping insurance for high-value items. We cannot guarantee that we will receive your returned item.
Need Help?
For any questions regarding refunds or returns, please contact us at [email protected]. We’re happy to assist! 😊