At Wood Sales Store, we take pride in crafting premium wood products with the same care we apply to handling your returns and exchanges. Should your purchase not meet expectations, our policy ensures a straightforward process to resolve matters.

Our Return Commitment

We accept returns within 15 days of delivery for most products, provided they are in original condition with all packaging intact. Like selecting the finest Bog Oak for our flooring, we carefully evaluate each return to ensure fairness for both parties.

Please note: Due to the bespoke nature of these items, we cannot accept returns for:

  • Custom-cut Live Edge pieces
  • Butcher Block countertops cut to size
  • Opened containers of Flooring Adhesive or Flooring Oil
  • Personalised Solid Oak Accessories

Step-by-Step Return Process

1. Initiate Your Return

Contact our wood specialists within 15 days of delivery at [email protected] with:

  • Your order number
  • Product name (e.g., “Herringbone Engineered Wood Flooring”)
  • Reason for return
  • Photos if reporting damage

2. Receive Return Authorization

We’ll respond within 2 business days with:

  • Return authorization number
  • Shipping instructions
  • Return address (our workshop at 42 Silksworth Ln, Sunderland)

3. Package Your Return

Repackage items securely in original packaging, including all Decking Accessories or Flooring Underlay components. For wood products like Full Stave planks, use corner protectors.

4. Ship Your Return

Choose a tracked shipping method. We recommend:

  • DHL/FedEx for faster processing
  • Retain your shipping receipt until refund completes

Refund Process

Upon receiving and inspecting your return:

  • Refund method: Original payment (Visa/MasterCard/JCB/PayPal)
  • Processing time: 5-7 business days after approval
  • Deductions: Original shipping fees (unless faulty)

Exchange Process

For exchanges (e.g., different Chevron pattern or Plank size):

  1. Follow standard return steps
  2. Specify desired replacement in your email
  3. We’ll invoice any price difference
  4. New item ships within 3 days of return approval

Return Request Template

Subject: Return Request – Order #[Number]

Dear Wood Sales Store,

I would like to request a return for my recent purchase:

Order Number: [Insert]
Product Name: [e.g., “MDF Panels”]
Reason for Return: [Select: Incorrect Item/Damaged/Not as Described/Change of Mind]
Preferred Resolution: [Refund/Exchange for [Product Name]]

Attached are photos showing [describe any issues]. Please advise next steps.

Best regards,
[Your Name]
[Contact Number]

Damaged or Incorrect Items

If your Real Wood Flooring or LVT Flooring arrives damaged:

  1. Photograph damage within 48 hours
  2. Keep all packaging materials
  3. Email us with “URGENT: Damaged Goods” in subject line
  4. We’ll arrange free return shipping if needed

For questions about returning Flooring Cleaner or other care products, contact our specialists who understand wood as deeply as they understand customer care.

Wood Sales Store Team
Crafting trust since [Year]