Thank you for shopping with us! We want you to be completely satisfied with your purchase. Please review our return and refund policy below to ensure a smooth experience.
1. Returns
- Eligibility: Items may be returned within 30 days of receipt. To be eligible for a return, items must be in their original condition, unused, and in the original packaging.
- Non-Returnable Items: Certain items are not eligible for return, including but not limited to: sawn timbers, customized products and wood maintenance items.
- Return Process: To initiate a return, please contact our customer service team at chowdao@hangsoontimber.com or +6019-6766687 to obtain a Return Authorization (RA) number. Returns without an RA number will not be processed.
- Return Shipping: The customer is responsible for return shipping costs unless the return is due to a mistake on our part (e.g., incorrect or defective item).
2. Refunds
- Refund Process: Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund. Refunds will be processed to the original payment method within 5-7 business days.
- Partial Refunds: In some cases, partial refunds may be granted if only part of an order is returned or if items are returned in less-than-perfect condition.
3. Exchanges
- Exchange Requests: We do not offer direct exchanges. If you need a different item, please return the original item for a refund and place a new order.
4. Damaged or Defective Items
- Report Issues: If you receive a damaged or defective item, please contact us within 7 days of receipt. We will provide instructions for returning the item and offer a replacement or refund.
5. Order Cancellations
- Cancellation Policy: Orders can be canceled within 24 hours of placing them. To cancel an order, contact us immediately at chowdao@hangsoontimber.com or +6019-6766687. Orders that have already been processed or shipped cannot be canceled.
6. Contact Us
We appreciate your business and are committed to providing you with the best possible shopping experience. Thank you for choosing Hang Soon Timber!
If you have any questions or need further assistance, please reach out to our customer service team at:
- Email: chowdao@hangsoontimber.com
- Phone: +6019-6766687