How to Request a Refund 

If you've encountered any of the following issues with your purchased product, please follow the outlined procedure below to initiate a refund request:

Issue 1: Product Quality Problems

If your purchased product has any of the following issues, you may request a refund or replacement:

  • Product is damaged or defective.
  • Missing components or parts.
  • The product does not match the product you purchased.
  • Product was damaged during shipping.

Solution:

You must initiate the refund request within 7 days of receiving the product. [Contact us] (support@slatwoodwall.com).

  • Please choose one of the following methods for processing:

    A. Reshipment: Submit relevant images or videos as proof, and we will send you a brand-new replacement product.

    B. Refund: Submit relevant images or videos as proof, and we will refund 60% of the purchase amount. Once you return the product to our designated warehouse, we will refund the remaining 40%. A return label will be provided by SlatWoodWall.

Issue 2: Order Issues

If your order falls under one of the following situations, you may request a return and refund:

  • Ordered the wrong product.
  • Received an unwanted item.
  • Found a better product.
  • Unauthorized purchase.
  • Canceled the order.

Solution:

You must initiate the refund request within 30 days of receiving the product. [Contact us] (support@slatwoodwall.com).

  • Please choose one of the following methods for processing:

    A. Return and Refund: If you wish to return the product, please note that the return shipping costs will be borne by you. The product must be in its original packaging, including all accessories such as manuals and warranty cards, and must be in a resalable condition. Once the product is received at our designated warehouse, we will issue a refund based on the usability of the returned item.

    B. Refund without Return: In certain cases, we may offer an alternative refund solution without requiring a return. This must be discussed and resolved within 30 days of your refund request.

 

General Terms

1. Refund Process & Timeline

  • The refund process will begin once we have confirmed the issue and accepted the return.
  • Refunds will be processed using the original payment method. You can expect to receive your refund within 2-14 business days, depending on your card issuer’s processing time.
  • If the original payment method is unavailable (e.g., canceled credit card, closed bank account), we will contact you to arrange an alternative refund method, which may extend the processing time.

2. Return Conditions

  • Returned products must be in their original condition, including all accessories, manuals, and original packaging.
  • If the product is damaged, incomplete, or missing accessories, we may deny the refund or offer a partial refund at our discretion.
  • Clearance items and all sample products are not eligible for returns or refunds unless they have quality issues, as indicated on the product page.

3. Return Shipping Costs

  • If the return is due to a quality issue, we will cover the return shipping costs and provide a free return label.
  • If the return is due to personal reasons (e.g., dislike, wrong purchase), the return shipping cost will be borne by the customer. You may use our prepaid return label for a fee, or arrange your own return shipping.
  • If you choose to use our prepaid return label, please notify us via email after shipping the product back. Failure to do so may result in the refund not being issued.

4. Order Cancellation

  • Orders can be canceled for a full refund if they have not yet shipped.
  • If the order has already shipped, it will be treated as a return, and the customer will be responsible for the return shipping cost.

5. Refund Disputes

  • If you disagree with the refund amount or return decision, you may contact us within 7 days of receiving the refund decision and provide relevant evidence for further review.

 

We are committed to ensuring your satisfaction and protecting your rights. Based on the refund policy outlined above, we will make every effort to resolve any issues and provide you with a fair and reasonable solution.

If you have any questions or need further assistance, please feel free to contact our customer service team.