Return and Refund Policy

Return & Refund Policy

Effective Date: July 17 2026

This Return & Refund Policy (“Policy”) applies to all purchases made through the TimberPanda website www.timberpanda.com (the “Site”), mobile application, or any other sales channel operated by TimberPanda (“we”, “us”, “our”). By placing an order you acknowledge that you have read, understood, and agree to be bound by this Policy.

1. Scope of the Policy

1.1 This Policy governs returns, exchanges, and refunds for all products sold by TimberPanda, including but not limited to solid‑wood furniture, accessories, and related services.

1.2 Because TimberPanda’s products are made‑to‑order (MTO), each item is manufactured specifically for the customer after the order is placed. Consequently, the standard return window and cancellation rights differ from those for off‑the‑shelf merchandise.

2. Order Cancellation (Important)

2.1 No cancellations after order confirmation. Once you submit an order and receive an order‑confirmation email, the production process begins immediately. We do not accept cancellations, modifications, or suspensions of any MTO order at any point thereafter.

2.2 The only circumstance in which an order may be halted before production starts is if we are unable to verify payment or if the order is flagged for potential fraud. In such cases we will contact you promptly to resolve the issue; if the issue cannot be resolved, the order will be cancelled and any pre‑authorization will be released according to your payment‑method provider’s timeline.

3. Eligibility for Returns & Refunds

Change of mind (you no longer want the item)

Eligible for Return/Refund? No – MTO items are final sale unless defective or damaged.
Notes: See Section 4 for exceptions.

Manufacturing defect (e.g., structural flaw, finish error, missing hardware)

Eligible for Return/Refund? Yes – within 7 days of delivery.
Notes: Must be reported with photos; we will repair, replace, or refund at our discretion.

Shipping damage (visible damage to packaging or product upon receipt)

Eligible for Return/Refund? Yes – within 7 days of delivery.
Notes: Same procedure as defect; carrier may also be involved.

Incorrect item received (wrong model, size, finish, or accessories)

Eligible for Return/Refund? Yes – within 7 days of delivery.
Notes: We will ship the correct item at no cost and arrange return of the incorrect item.

Custom‑made or personalized items (engraving, monogram, special dimensions, unique stain, etc.)

Eligible for Return/Refund? No – final sale, except for manufacturing defect or shipping damage as above.
Notes: Because these items cannot be resold.

Accessories & non‑custom hardware (e.g., legs, knobs, cushions)

Eligible for Return/Refund? Yes – within 30 days of delivery if unused, undamaged, and in original packaging.
Notes: Standard return window applies (see Section 5).

International orders

Eligible for Return/Refund? Same eligibility criteria apply, but the customer is responsible for return‑shipping costs, customs paperwork, and any import duties/taxes incurred in the destination country.
Notes: See Section 9.

All timeframes begin on the date the carrier marks the package as “Delivered” (tracking status).

4. Procedure for Reporting a Defect, Damage, or Error

Contact Us: Email info@timberpanda.com with the subject line “Defect/Damage/Incorrect Item – Order #[XXXXXX]”.
Provide Information:
- Order number and date of purchase.
- Detailed description of the issue.
- Clear photographs (minimum 3 images) showing the defect/damage from multiple angles, including any labels or packaging.
- For incorrect items, photos of the received item and the packing slip/order confirmation.
Our Response: We will acknowledge receipt within 1 business day and provide a Return Authorization (RA) number, instructions, and a prepaid return label (if applicable) within 3 business days.
Return Shipment: Ship the item securely in its original packaging (or suitable protective packaging) using the provided label. Keep the tracking number for your records.
Inspection & Resolution: Upon receipt, our quality team will inspect the item. If the claim is validated, we will, at our sole discretion:
- Repair the item and return it to you, or
- Ship a replacement item (same specifications), or
- Issue a full refund to the original payment method (excluding original shipping charges, unless the error was ours).
Timeline: Refunds or replacements are processed within 5‑10 business days after inspection approval.

5. Standard Return Window for Non‑Custom Accessories

5.1 Eligible Items: Accessories, hardware, cushions, lighting, and any non‑personalized product that is not made‑to‑order.

5.2 Return Period: 30 calendar days from delivery date.

5.3 Condition Requirements: Item must be unused, in its original condition, with all tags, labels, manuals, and original packaging intact.

5.4 Return Shipping: Customer bears the cost of return shipping unless the return is due to our error (defect, wrong item, or damage). We will provide a prepaid label only for qualifying cases.

5.5 Refund Method: Refund issued to the original payment method within 5‑10 business days after we receive and inspect the returned item. Original shipping charges are not refunded unless the return is our fault.

5.6 Restocking Fee: A 15 % restocking fee may apply to returns of accessories that are opened, used, or missing original packaging, at our sole discretion.

6. Made‑to‑Order Items – Special Rules

6.1 Production Start: Production begins immediately after order confirmation; therefore, cancellations are not accepted (see Section 2).

6.2 Returns: MTO items are final sale and cannot be returned for change of mind.

6.3 Exceptions: Only manufacturing defects, shipping damage, or receipt of an incorrect item qualify for a return/refund/repair/replacement (see Sections 3‑4).

6.4 Customization: Any requested customization (size, finish, engraving, monogram, special hardware, etc.) renders the item non‑returnable under any circumstance except defect/damage as noted.

7. Refunds – What Is Refunded?

Product price (for approved returns)

Amount Refunded: 100 % of the item price paid.

Original shipping charges

Amount Refunded: Refunded only if the return is due to our error (defect, wrong item, damage caused by us, or carrier loss).

Return shipping costs

Amount Refunded: Refunded only if we provided a prepaid return label (i.e., the return is our fault). Otherwise, the customer pays return shipping.

Taxes & duties

Amount Refunded: Refunded only if the product price is refunded and the taxes/duties were collected by us on that amount. Import duties/taxes paid to foreign customs authorities are non‑refundable.

Gift‑wrap or service fees

Amount Refunded: Non‑refundable unless the return is our fault.

Refunds are issued to the original payment method (credit/debit card, PayPal, Apple Pay, etc.). If the original method is no longer available, we will issue a store credit or alternative arrangement after verification.

8. Exchanges

8.1 Made‑to‑Order Items: Exchanges are not permitted because each item is uniquely produced.

8.2 Accessories: If you wish to exchange an accessory for a different size, color, or model, you must first return the original item (subject to the standard return policy) and place a new order for the desired item.

9. International Returns

9.1 Eligibility: Same as domestic (defect, damage, incorrect item). Change‑of‑mind returns are not accepted for MTO items.

9.2 Return Shipping: Customer is responsible for all return‑shipping costs, insurance, customs documentation, and any associated fees.

9.3 Customs & Duties:

If the item is returned to the United States, you must declare it as a “returned good” and provide the original commercial invoice.
Any import duties, taxes, or brokerage fees incurred in the destination country are non‑refundable.
We will not reimburse you for duties/taxes paid to foreign authorities.

9.4 Processing Time: International returns may take longer due to customs clearance; refunds are issued after we receive and inspect the item, typically within 10‑15 business days of receipt.

10. Damaged or Lost Shipments (Carrier Responsibility)

10.1 If the carrier marks the shipment as “Delivered” but you never receive the package, file a claim with the carrier within their stipulated timeframe (usually 7‑15 days) and notify us immediately with the claim number.

10.2 We will assist in providing documentation; however, the ultimate responsibility for recovering the loss lies with the carrier.

10.3 If the carrier confirms loss and approves the claim, we will either reship the item at no cost or issue a full refund (including original shipping).

11. Contact Information for Returns & Refunds

Email: info@timberpanda.com

Phone: +1‑310‑555‑0123 (Mon‑Fri, 9 am‑5 pm PST)

Mail: TimberPanda Returns Department, 1234 Furniture Lane, Suite 500, Los Angeles, CA 90001, USA

Please include your order number and a brief description of the issue in all correspondence.

12. Modifications to This Policy

We reserve the right to update or amend this Return & Refund Policy at any time. Changes will be posted on this page with a revised “Effective Date.” Your continued use of the Site after such modifications constitutes acceptance of the updated Policy.

13. Governing Law

This Policy shall be governed by and construed in accordance with the laws of the State of California, United States, without regard to its conflict‑of‑law principles. Any disputes arising from this Policy shall be resolved exclusively in the state or federal courts located in Los Angeles County, California.

Thank you for choosing TimberPanda. We strive to deliver high‑quality, made‑to‑order furniture and stand behind our craftsmanship. If you have any questions, please do not hesitate to contact us using the information above.