Returns + Exchange Policy
We work diligently to maintain a very high level of craftsmanship and quality across our entire product line, and we want you to be completely satisfied with your order. We do our best to portray our products accurately with detailed product descriptions, measurements and photos. We’re happy to answer any questions you may have prior to purchase, and do our best to answer all emails in under 48 hours, Monday–Friday. We're very happy to answer questions, so don't hesitate to contact us. Please be sure to read all product measurements carefully prior to purchase, to ensure that our products are right for your needs.
If you believe your order has a defect, or does not meet the high standards of craftsmanship represented here on our website, please email us with your concerns, and we'll do our best to remedy the situation.
Please note, all our wood products have natural variations in color, grain and burn. Each piece of wood may have small unique visual differences. Wood color or grain dissatisfaction is not a valid reason for exchange or return.
We understand that sometimes things just don't work out as planned. We accept returns of unused product in original packaging and condition within 7 days of delivery. All claims must be authorized by Koeppel Design by email prior to return. All returns/exchanges are subject to a $5 USD restocking fee, which will be deducted from the total refund. Customers are responsible for all shipping costs.
Any used, damaged or altered product will not be accepted for return. Our products are primarily made-to-order, therefore we are unable to offer returns on any items more than 7 days after your order has been delivered. Exchanges after the 7 day period are made on case-by-case basis, and may only be eligible for store credit. No returns or exchanges are permitted on custom orders (non-standard products). All sale items are final sale.
If an item was damaged by the shipping company during transit, please send us an email with your order number, including photos of the packaging and the product. When applicable, we will assist you in resolving the issue with the shipping carrier(s). We are not responsible for damage or delivery delay caused by shipping carriers or inclement weather.
TO INITIATE RETURN
To initiate a return or exchange, please email at email@example.com within 7 days of receiving your order, with your order number and reason for exchange. Once your return is authorized, the items must be returned within 7 days for approval. We will generate a UPS return label on request, however the shipping cost will be deducted from your refund/store credit. (If you are shipping an item with a value over $75, we strongly recommend using a trackable shipping service like UPS and/or purchasing shipping insurance.) All returns/exchanges are subject to a $5 USD restocking fee, which will be deducted from the total refund.
If you purchased one of our products through another retailer or website, you must refer to their individual return/exchange policy. We are unable to accept returns or exchanges from third-party sellers.
Exchanges are made on case-by-case basis. To be eligible for an exchange, your item must be unused and in the original packaging. Any used, damaged or altered product will not be accepted. You will receive a store credit once the item has been received and reviewed by our team. To initiate an exchange, please email at firstname.lastname@example.org within 7 days of receiving your order, with your order number and reason for exchange.
This policy was updated on February 15, 2017.