Defective Products Return

We offer RMA Replacement without a restocking fee to support customers who have received a defective product and complied with our Return Policy and Procedure requirements.

Note that this policy is only applicable for the items that are indeed defective. Claiming "defect" is the easy way out of a restocking fee just because the item is no longer wanted. For non-defective products return please refer to Wrong, NOT Wanted, Non-Defective Products policy.

If the product you receive is defective, please request RMA number following the return procedure outlined below.

Make sure to keep the original packaging. We are not able to accept claims for defective products if the original packaging has been discarded.

Request RMA

Returns can be requested within 24 hours from the date your order was received. Your request will be reviewed upon receipt and if approved, you will receive your RMA number and return shipping instructions. Please do not ship your order back until you receive your RMA number and return shipping instructions.

 

RMA requests applied for after 24 hours from the date your order was received may be considered on a case-by-case basis, entirely at Wild Timber Co.’s discretion.

 

To request an RMA number, please email the following information to hello@wildtimberco.com:

Wild Timber Co. Sales Order Number

Product Name

Your email address and contact phone number

Detailed description of the damage

A few photos of the damaged product and the packaging

RMA numbers are valid for 72 hours and cannot be extended or reissued. Returns must be received within 5 business days from the date of issuing RMA.

 

Receive RMA

Once approved, you will receive an email with the RMA number and shipping address for returns.

 

Pack

Do not throw away or alter any of the product and packaging. It must be in the same condition as it was received in order for us to properly establish that the damage was due to shipping, and not due to some other cause. If the box is severely damaged, please put the damaged package into another secure container for mailing. We are not able to accept claims for shipping damage if any of the packaging or contents have been altered or discarded.

All products being returned must be with the original

Customer should prominently display the RMA number on the outside shipping boxes containing the item to be returned.

 

Ship

Products sold on our website may only be returned to the shipping address specified in the return shipping instructions. We will not be responsible for the additional costs associated with the reshipping, insurance and address correction if return is received at a different address.

We will provide a UPS shipping label or an account number to ship the damaged product back.

 

Testing & Inspecting

All returns will be inspected and tested upon receipt.

 

Refund vs. Replacement

A replacement can be processed upon inspection and will be shipped at our cost. We will send you an email with the Tracking Number once it is shipped.

If the customer chooses not to receive the product replacement but requests a refund, up to 30% restocking fee may apply. In addition, any shipping charges associated with the order will be deducted from the refund (including the original shipping cost for items with free shipping).

 

Refused Shipment

If you refuse delivery for a damaged package instead of requesting an RMA and following the return procedure outlined above, the shipment will be considered an unauthorized return and subject to the policies thereof.