Return & Refund Policy

WoodPalace sells handcrafted sheesham wood products. Because every item is made from natural wood and often packed to order, we do not operate a general return window. This policy explains exactly what we cover, what we do not, and the strict process for raising a claim.

By placing an order, you agree to the terms on this page. If you do not agree, do not complete your purchase.

1. No General Returns or Exchanges

We do not accept returns for change of mind, wrong size selection, color preference, or any reason other than those explicitly listed in Section 2 of this policy. All sales are final once the order is dispatched.

Wood is a natural material. Grain patterns, color shades, and minor surface variations are inherent qualities of handcrafted sheesham — not defects. If you are unsure about a product, contact us via WhatsApp before ordering. We will answer your questions and share additional photos if needed.

2. What We Cover

WoodPalace accepts liability and will consider a replacement, store credit, or refund only if your order arrives in one of the following conditions:

• Broken or structurally damaged in transit — cracks, splits, or breakage that makes the item unusable
• Major manufacturing defect — a flaw that renders the product non-functional, not minor cosmetic imperfections
• Wrong item sent — you received a product entirely different from what you ordered

Even if your issue falls under one of these categories, approval is not automatic. Every claim is reviewed individually per Section 4 below.

3. What We Do Not Cover

The following are explicitly excluded from any return, replacement, or refund:

• Color, shade, or grain pattern differences from product photographs
• Minor surface imperfections, knots, or color streaks natural to sheesham wood
• Change of mind, wrong size ordered, or gift recipient dissatisfaction
• Damage caused by misuse, improper care, exposure to water/heat, or failure to follow care instructions
• Normal wear and tear after use
• Items that have been used, washed, altered, or damaged by the customer
• Orders refused at the door without a valid, pre-approved claim

4. Mandatory Claim Process

If you believe your order qualifies under Section 2, you must follow this process exactly. No exceptions.

Step 1: Contact Us Immediately

Message us on WhatsApp or email within 48 hours of delivery with:

• Your order number
• Clear, well-lit photos or video showing the issue
• A brief description of the problem

Step 2: Wait for Our Response

Do not send the product back to us. Do not refuse the courier. Do not initiate a chargeback or payment dispute. Wait for us to review your claim and respond.

Step 3: Follow Our Instructions

If we approve your claim, we will provide specific return instructions — including the return address, packaging requirements, and courier method. Returns sent without our prior written approval will be rejected at your expense. We do not accept cash-on-delivery return parcels.

5. Time Limits

Claims must be initiated within 48 hours of delivery. Claims received after this window will not be entertained, regardless of the issue. This limit exists because wood products can be damaged by improper storage, handling, or environmental exposure after delivery — and we cannot verify the cause of damage after 48 hours.

6. Resolution Options

If your claim is approved, WoodPalace will offer one of the following at our sole discretion:

• Replacement: We send the same or equivalent item at our cost
• Store credit: A credit voucher for the product value, valid for future purchases
• Partial refund: A partial monetary refund to your original payment method
• Full refund: A complete refund to your original payment method — reserved for cases where replacement is not possible

For Cash on Delivery orders, refunds are issued via bank transfer or mobile wallet (JazzCash / EasyPaisa) to the account details you provide. For online payments, refunds are reversed to the original payment method and may take 5 to 14 business days to appear, depending on your bank or payment provider.

7. Condition of Returned Items

Approved returns must meet the following conditions:

• Item must be unused, unwashed, and in original condition
• All original packaging, tags, and inserts must be included
• Item must be packed securely to prevent further damage in transit
• Return must be sent via the courier method we specify

If a returned item arrives used, damaged by the customer, or missing parts, the claim will be rejected and the item will be returned to you at your expense — or disposed of if return shipping is not arranged within 7 days.

8. Final Discretion

WoodPalace reserves full, absolute, and unconditional discretion to:

• Accept or reject any claim, with or without providing a reason
• Determine whether a product is damaged, defective, or incorrect
• Select the resolution method (replacement, credit, or refund)
• Require additional evidence before making a decision
• Refuse future orders from customers who abuse this policy

This applies equally to Cash on Delivery and online prepaid orders. No customer is entitled to a refund or replacement as an automatic right. Our decision is final and binding.

9. Shipping Costs on Returns

If we approve your claim and request a return, we will cover the return shipping cost by providing a prepaid shipping label or reimbursing you upon receipt. If you return an item without approval, you bear all shipping costs, and the package will be refused.

10. Changes to This Policy

We may update this Return & Refund Policy as needed. Changes take effect immediately upon posting. Your continued use of the website and placement of orders constitutes acceptance of the current version.

11. Contact Us

For claim submissions, order issues, or policy questions:

• WhatsApp: +92 318 7268667
• Email: info@woodpalace.pk
• Instagram: @wood_palace.pk