At Zimble Wood, we want you to love every piece you buy from us. If you’re not completely happy with your purchase, we’re here to help. This Return & Refund Policy explains how returns, exchanges, and refunds work.
1. 30-Day Return Window
You can return most items within 30 days of delivery for a refund or exchange. To be eligible for a return, your item must be:
- unused and in the same condition you received it;
- free of scratches, stains, oil treatment, engraving, or other changes;
- in its original packaging, with all tags, inserts, and accessories;
- accompanied by your order number or proof of purchase.
Items that don’t meet these conditions may be refused or may receive only a partial refund.
2. Non-Returnable Items
The following items cannot be returned unless they arrive damaged or defective:
- custom, personalized, or engraved items;
- made-to-order pieces;
- gift cards;
- items marked “Final Sale” or “Clearance”;
- items that have been used, washed, oiled, or damaged after delivery.
3. How to Start a Return
- Email us at support@zimblewood.com within 30 days of delivery, with “Return Request” in the subject line.
- Include your order number, the item(s) you’d like to return, and the reason for the return.
- We’ll reply within 1–2 business days with return instructions and the return address.
- Pack your item securely in its original packaging and ship it to us.
Please do not send items back without contacting us first. Returns sent without approval may not be accepted.
4. Return Shipping Costs
- If we made a mistake, for example by sending the wrong item or an item that arrived damaged or defective, we’ll pay for return shipping and send you a prepaid return label.
- For all other returns, such as a change of mind or the wrong size or color, you pay the return shipping cost. Original shipping charges are non-refundable.
We recommend using a trackable shipping service and buying shipping insurance, because we can’t be responsible for returns that are lost in transit.
5. Refunds
When we receive your return, we’ll inspect it and email you to let you know whether your refund is approved.
If it’s approved, we’ll refund the original payment method within 5–7 business days. Depending on your bank or card issuer, it may take a few more business days for the refund to appear in your account.
If you paid with Shop Pay Installments or another payment plan, the refund will follow that provider’s refund process.
Late or missing refunds: If you haven’t received your refund after 10 business days, first check with your bank or card company. If you still need help, contact us at support@zimblewood.com.
6. Exchanges
Would you like a different item, size, or finish? We’re happy to help! Email us within 30 days of delivery to request an exchange. Once we receive and inspect your original item, we’ll ship the new one. If the new item costs more, we’ll send you a payment link for the difference. If it costs less, we’ll refund the difference.
7. Damaged, Defective, or Wrong Items
We inspect and pack every order carefully, but occasionally things go wrong in transit. If your item arrives damaged or defective, or you received the wrong item, email us at support@zimblewood.com within 7 days of delivery and include:
- your order number;
- clear photos of the item and the issue;
- photos of the outer box and packaging.
We’ll send you a free replacement or a full refund, whichever you prefer, at no extra cost to you. In some cases, we may not need you to return the item.
8. Natural Wood Variations
Our products are made from natural wood, so every piece has its own grain, color, knots, and texture. These natural variations are part of what makes each item unique. They are not considered defects, so they are not grounds for a damage claim, but they can still be returned under our standard 30-day policy.
9. Order Cancellations
You can cancel your order for a full refund if it has not shipped yet. Please contact us as soon as possible. Once an order has shipped, it can’t be cancelled, but you can return it under this policy.
Custom and personalized orders can only be cancelled before production begins.
10. Gifts
If the item was marked as a gift when it was purchased and shipped directly to you, you’ll receive store credit for the value of your return. If the item wasn’t marked as a gift, the refund will go to the original purchaser.
11. Contact Us
If you have any questions about returns or refunds, we’re happy to help!
Zimble Wood
Email: support@zimblewood.com
Phone: +1 (XXX) XXX-XXXX
Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
Return Address: [Street Address], [City], [State] [ZIP Code], United States