Refund policy
Last updated: August 31, 2026
Return Window
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it — unused, undamaged, and in its original packaging — and you must provide the receipt or proof of purchase.
Because our pieces are solid wood and often large, please keep the original crate or carton until you are certain you wish to keep the item. Returns shipped without adequate protective packaging may arrive damaged and may not qualify for a full refund.
Made-to-Order and Custom Pieces
Many of our items are handcrafted to order from natural timber. Pieces that were custom-sized, custom-finished, or otherwise made to your specification cannot be returned or exchanged unless they arrive damaged, defective, or materially different from what was ordered. This exclusion is stated on the product page before purchase.
Natural Variation Is Not a Defect
Solid wood is a natural material. Variation in grain, colour, knots, live-edge profile, and figure is inherent to each piece and is not considered a defect. Product photographs show representative examples; the piece you receive will be similar but not identical.
How to Start a Return
To start a return, contact us at support@woodrooted.com with your order number and photographs of the item. If your return is accepted, we will send you a return authorisation and instructions on where and how to send your package.
Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
Customers are responsible for the cost of return shipping unless the item arrived damaged, defective, or incorrect, in which case we cover the full cost of return and replacement. Original shipping charges, where they were paid, are non-refundable.
Please note that large or heavy furniture may require freight return shipping, which can be costly. We recommend contacting us before purchase if you have any doubt about size or fit.
Restocking Fee
We do not charge restocking fees.
Damages and Issues
Please inspect your order upon delivery and contact us immediately — within 48 hours of delivery — if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please keep all packaging materials and photograph the damage, including the outer carton, as carriers require this evidence for a claim.
Exceptions / Non-Returnable Items
The following cannot be returned:
- Custom, made-to-measure, or personalised pieces (see above)
- Sale items and gift cards
- Items returned more than 30 days after delivery
- Items showing signs of use, assembly damage, or modification
Exchanges
The fastest way to get the piece you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Cancellations
Orders may be cancelled without charge before production or dispatch begins. Once a made-to-order piece has entered production, it can no longer be cancelled.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be refunded automatically on your original payment method within 10 business days. Please remember 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, please contact us at support@woodrooted.com.
Contact
Website: woodrooted.com
Email: support@woodrooted.com
Address: 1942 Broadway St STE 314C, Boulder, CO 80302, United States