Return & Exchange Policy

Return & Exchange Policy

1. Return & Exchange Period (Within 29 Days of Receipt)

The return and exchange period is 29 days from the date you confirm receipt of the product.

The 29-day period is established based on the following considerations:
On one hand, it provides sufficient time for customers to inspect the product under normal use conditions, including checking its appearance, condition, and conformity with the order details.
On the other hand, it helps ensure that the product remains in a verifiable condition within a reasonable timeframe, allowing for proper inspection and handling.

Requests submitted after this period may not be accepted due to difficulties in confirming the product’s condition.

2. Eligible Return & Exchange Conditions

Within the valid return and exchange period, customers may submit a request if any of the following situations apply:

• The product has visible appearance defects

• The product is confirmed to have quality issues

• The product has a strong odor, severe color difference, or other obvious abnormalities

• The received product does not match the order information

• A return or exchange request is submitted without providing a reason, where applicable

Eligibility will be determined based on order records and the actual condition of the product.

3. Return Process

The return process generally includes the following steps:

1. Contact us via email or phone to submit a return request, providing the order number, proof of payment, reason for return, and relevant photos or videos;

2. Our customer service team will review the request. If approved, you will be notified via your provided contact details and given a designated return address;

3. Return the product to the provided address and wait for confirmation of receipt;

4. Once the product is received, we will inspect its condition. If the inspection results are consistent with the reported issue, the refund process will be initiated.

For further details regarding refunds, please refer to our Refund Policy page.

4. Exchange Process

If you wish to request an exchange, the general process is as follows:

1. Contact us via email or phone to submit an exchange request, providing the order number, proof of payment, reason for exchange, and relevant photos or videos;

2. If the request meets the applicable conditions, our customer service team will notify you and provide a designated return address;

3. Return the product to the specified address and wait for receipt confirmation;

4. After receiving and inspecting the returned item, and if the condition matches the reported issue, a replacement product will be shipped within 1–3 business days.

For delivery timelines, please refer to our Shipping Policy.

5. Refund Processing

Approved refunds will be issued to the original payment method used at checkout, including Visa and MasterCard.
Due to variations in bank processing times, refunds typically take 3–5 business days to appear. If the refund has not been received after this period, please contact us for assistance.

6. Shipping Cost Responsibility

We will cover return or exchange shipping costs in the following cases:

• Product appearance defects

• Product quality issues

• Strong odor or severe color differences

• Product does not match the order information

For returns or exchanges made without a stated reason, the return shipping cost will be borne by the customer.

7. Liability Statement

All return and exchange requests are processed based on order records, the actual condition of the product, and the published policies.
Any differences in handling caused by logistics issues, changes in product condition, or other uncontrollable factors will be assessed and explained based on the actual circumstances.

8. Contact Us

If you have any questions regarding returns, exchanges, or related policies, please contact us using the information below:

Address: 632 SEITLES ST,BIG SPRING,TX,79720,US
Customer Service Phone:+1(979)610-6078
Customer Service Email:worldcare@timbercabinhome.com

Service Hours:
Monday–Friday, 9:00–12:00 and 14:30–18:30 (Australian Time)