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We firmly uphold the quality of our products and unconditionally assure the craftsmanship to be of the highest standard. We provide a full guarantee, ensuring that any defects or errors attributable to our work will be promptly replaced at no cost to our valued customers.
However, please note that we typically do not accept returns due to buyer’s error such as selecting incorrect sizes, designs, colors, etc. or caused by a change of mind by the customer once the order has already been processed and/or shipped.
As part of our unwavering commitment to delivering top-tier products and customer satisfaction, we take full responsibility for replacing your item(s) under any of the following circumstances:
If you encounter any issues with your order, we kindly request that you email us at info@thewoodgiant.com, attaching photos of the received product, including close-ups of any flawed parts. This information is essential as evidence to facilitate the investigation for a replacement and to prevent future errors. Our dedicated customer service team will thoroughly review your claim, and if approved, we will promptly provide you with a free-of-charge replacement.
For all other inquiries, please contact us at info@thewoodgiant.com. Our customer service team will carefully assess your claim, and if approved, we will supply you with a return address. We typically do not accept returns due to buyer’s error such as selecting incorrect sizes, designs, colors, etc. or caused by a change of mind by the customer once the order has already been processed and/or shipped. Please note that customers are responsible for return and exchange shipping fees and that return requests - if applicable - are only accepted within 14 days from the delivery of the package to the customer. Once we receive your return, please allow 3-5 business days for the refund to reflect in your bank account or on your original method of payment.
Please be aware that any unauthorized returns or returns of items that have been washed, worn, or damaged will not qualify for a refund or replacement, and the item will be forfeited.
At TheWoodGiant, orders are processed automatically through our software system. As a result, cancellations or refunds are generally not available once an order has been placed.
If you wish to request a cancellation, please contact our Customer Care Team at info@thewoodgiant.com as soon as possible. While we cannot guarantee a cancellation, we will review each request individually. If the order has not yet been processed, we will do our best to accommodate your request.
Each product has a varying level of difficulty, indicated on its product page on our website. If any pieces are accidentally broken during the construction of our products, we kindly ask you to contact us at info@thewoodgiant.com. Our customer support team will strive to find the best solution for your case. Please be aware that free replacement pieces are not always guaranteed, and customers are responsible for the shipping costs of replacement pieces.
In the event that the product, once constructed, does not perform its mechanical functions as illustrated on our website, or does not match the image on the box or website, we cannot guarantee a refund. Please note that we do not take responsibility for defects resulting from failure to follow the product's construction instructions.
If you didn’t receive your approved refund yet, we kindly ask you to follow these steps:
Once your claim is approved, we will provide you with the appropriate return address. Please be advised that you will be responsible for covering the shipping costs for returning the item and that return requests - if applicable - are only accepted within 14 days from thedelivery of the package to the customer. Kindly note that shipping costs are non-refundable, as our products already include free worldwide shipping for our customers.
Customers have a window of 2 hours after placing an order to request a change in the shipping address. Within this timeframe, we'll make every effort to accommodate address change requests. Please note that once this period has elapsed, the package is entrusted to the delivery company, and at that point, we are unable to make any alterations to the shipping address or take further actions regarding the delivery details. We recommend reviewing your shipping information carefully at the time of purchase to ensure accurate delivery.