Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition you received it — unused, undamaged, and in its original packaging, with all protective materials intact. You'll also need your order number or proof of purchase.
Please keep the original packaging until you're certain you're keeping the piece. Solid wood furniture is crated specifically for transit, and we can't accept a return that arrives damaged because it was shipped back in something else.
How to Start a Return
Email us at support@woodenecho.com with your order number, the item you'd like to return, and a brief reason. We'll reply with return instructions and, once your return is approved, arrange collection.
Returns are sent to: 1001 S Main St, STE 600, Kalispell, Montana, 59901, United States
Items sent back to us without first requesting a return will not be accepted. Because our pieces are large and heavy, please don't arrange your own courier — contact us first so we can coordinate proper handling.
Damages and Issues
Please inspect your order on arrival. If the item is defective, damaged in transit, or the wrong piece has been delivered, contact us within 48 hours of delivery with:
- Photos of the damage
- Photos of the outer packaging and crate, including any visible damage
- Your order number
Transit damage is handled separately from a standard return, and photos of the packaging are what allow us to resolve it quickly. We'll evaluate the issue and make it right.
Natural Variation Is Not a Defect
Every Woodenecho piece is handcrafted from Natural Solid Wood. Grain pattern, colour, knots, and figure vary from board to board, and no two pieces are identical. Screen calibration also affects how wood tones appear online. These characteristics are part of what makes a handcrafted piece unique, and they aren't grounds for a damage claim — though they're always covered by the standard 30-day return window if the piece simply isn't what you hoped for.
Exceptions / Non-Returnable Items
Certain items cannot be returned:
- Custom or made-to-measure pieces — designs built to your specified dimensions or finish cannot be resold, so they are final sale unless they arrive damaged or defective
- Sale items and gift cards
- Items returned outside the 30-day window
- Items showing signs of use, assembly, modification, or refinishing
If you're unsure whether your item qualifies, email us before ordering — we'd much rather answer the question upfront.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new piece.
Refunds
We'll notify you once we've received and inspected your return, and let you know whether the refund was approved.
If approved, you'll be refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return and you haven't seen the refund, contact us at support@woodenecho.com.
Contact Us
Support Hours: Monday to Friday, 10:00 AM to 8:00 PM (EST)
Website: WoodEnecho
Email: support@woodenecho.com
Address US: 1001 S Main St, STE 600, Kalispell, Montana, 59901, United States
US Customer Support: +1 (404) 446-1541