Return & Refund Policy

Last updated: August 2, 2026

At House of Lumber Plywood & Hardware, customer satisfaction is important to us. This policy explains our 30-day return period, eligibility requirements, return costs, exchanges, refunds, and procedures for damaged or defective products.

1. Thirty-Day Return Period

Eligible products may be returned within 30 calendar days after the recorded delivery date.

Contact us within this 30-day period to request return authorization. Returns sent without prior authorization may be delayed or refused if we cannot verify the order.

2. Return Eligibility

Unless a product arrived damaged, defective, incomplete, or incorrect, an eligible return must:

• Be requested within 30 calendar days after delivery

• Be unused, uninstalled, and in resalable condition

• Remain in its original packaging

• Include all manuals, accessories, parts, and promotional items

• Include proof of purchase or a valid order number

• Have no damage caused by misuse, alteration, neglect, incorrect installation, or unauthorized repair

You may open the shipping package and reasonably inspect the product. Use beyond what is reasonably necessary for inspection may affect eligibility for a change-of-mind return.

3. Non-Returnable Products

For health, safety, legal, or product-integrity reasons, the following products generally cannot be returned unless they arrive damaged, defective, incomplete, incorrect, or applicable law requires otherwise:

• Lumber, plywood, or building materials cut to customer specifications

• Customized, personalized, mixed, tinted, or made-to-order products

• Opened paints, stains, sealants, adhesives, and chemicals

• Hazardous materials, flammable liquids, gases, or regulated products

• Installed or materially altered products

• Perishable goods, food, and beverages

• Gift cards and digital or downloadable products

• Products clearly marked “final sale” before purchase

• Products missing serial numbers or essential components

• Products damaged through misuse, accidents, neglect, incorrect installation, or unauthorized modification

Any product-specific restriction will be clearly displayed on the applicable product page before purchase.

4. How to Request a Return

Contact customer support and provide:

• Your full name

• Order number

• Email address used at checkout

• Product name and quantity

• Reason for the return

• Photographs or videos if the product is damaged, defective, incomplete, or incorrect

After reviewing your request, we will provide:

• Return authorization

• Packaging instructions

• The applicable return address

• A prepaid return label or collection instructions, when applicable

Do not send merchandise to the address on the original package unless customer support confirms the return address in writing.

5. Return Shipping Costs

Damaged, defective, incorrect, or incomplete products

If we verify that a product arrived damaged, defective, incorrect, incomplete, or materially different from its description, we will provide a prepaid return label, arrange collection, or reimburse reasonable return costs authorized in advance.

Change-of-mind returns

If you return an eligible product because you changed your mind, ordered the wrong item, or no longer want it, you are responsible for the return-shipping, freight, collection, and handling costs.

Change-of-mind return costs are non-refundable. The applicable return method and estimated cost will be provided before you send the product.

Use a trackable shipping service for customer-arranged returns. We are not responsible for a return lost before reaching the authorized return location.

6. Restocking Fees

We do not charge a restocking fee for eligible products returned in accordance with this policy.

A return may be rejected or qualify for a reduced refund where permitted by law if it is used, incomplete, installed, damaged, or materially different from its original condition. We will explain any proposed deduction before processing the refund.

7. Return Packaging

Pack the product securely and include all original components, manuals, and accessories. Follow the packaging instructions provided with your return authorization.

Do not place a shipping label directly on retail packaging unless instructed. Damage caused by inadequate return packaging may affect refund eligibility where permitted by law.

8. Oversized and Freight Returns

Lumber, plywood, building materials, and other oversized or heavy products may require carrier collection, freight service, or special handling.

Do not arrange an oversized return independently unless authorized. Contact us first so we can provide:

• The approved return location

• Packaging or pallet requirements

• Collection arrangements

• Applicable freight costs

• Loading or access instructions

For a verified error by us, we will arrange or cover the reasonable authorized return method.

9. Return Inspection

After receiving the returned product, we will inspect it to confirm:

• It matches the authorized order

• The return request was submitted within the applicable period

• All required components and accessories are included

• The product meets the applicable condition requirements

• Any reported damage or defect can be verified

We will notify you when the return is approved or if additional information is required.

10. Refund Processing

Approved refunds will be issued to the original payment method.

We normally process an approved refund within five business days after completing the return inspection. Your bank, card issuer, or payment provider may require an additional 3–10 business days to post the credit.

Original standard shipping charges will be refunded when required by law or when the complete order is returned because of our verified error. Expedited, freight, local-delivery, and optional service charges are generally non-refundable unless the purchased service was not provided.

11. Partial Refunds

Where permitted by law, a partial refund may apply if a returned product:

• Is missing parts, manuals, or accessories

• Shows use beyond reasonable inspection

• Was installed or altered

• Was damaged for reasons unrelated to our error

• Is returned in materially different condition

• Included a promotional item that was not returned

We will explain any proposed deduction before completing the refund.

12. Exchanges

Contact us within 30 calendar days after delivery to request an exchange. Exchanges are subject to return eligibility and product availability.

If a replacement is unavailable, we may issue a refund to the original payment method. Any price difference, return expense, or delivery charge will be disclosed before completing the exchange.

13. Damaged or Defective Products

Inspect your order promptly after delivery. For freight shipments, note visible damage or shortages on the delivery receipt before signing whenever possible.

Contact us promptly and provide photographs or videos showing:

• The affected product

• The shipping package, pallet, or crate

• The carrier’s shipping label

• The visible damage or defect

• All products received

• The freight delivery receipt, when applicable

Keep the product and packaging until we provide instructions. Depending on the circumstances, we may offer repair, replacement, prepaid return, carrier collection, or refund.

14. Custom Orders and Incorrect Measurements

Customers are responsible for confirming measurements, quantities, materials, colors, and specifications before submitting a custom or cut-to-size order.

Custom products generally cannot be returned because of customer-provided measurement or specification errors.

If we cut, customize, or supply a product differently from the confirmed order, contact us promptly. After verification, we will provide an appropriate correction, replacement, or refund.

15. Natural Material Variations

Wood products may naturally vary in grain, color, texture, knots, moisture content, and dimensions within accepted manufacturing tolerances.

Natural variations that do not make the product materially different from its description are generally not considered defects. Material defects, incorrect grading, or products substantially different from their description will be reviewed under this policy.

16. Incorrect or Missing Products

If an order contains an incorrect product or is missing an item, contact us promptly.

After verification, we will send the correct or missing product or issue an appropriate refund at no additional cost.

17. Lost Shipments

If a shipment appears lost or tracking stops updating, contact us with your order number and tracking number.

We will assist with the carrier investigation. If the shipment is confirmed lost, we will provide an appropriate replacement or refund.

18. Order Cancellations

Contact us immediately if you wish to cancel an order. We will make reasonable efforts to stop processing, but cancellation cannot be guaranteed after fulfillment, cutting, customization, or shipment begins.

Approved cancellations will be refunded to the original payment method. If the order has shipped, it must be handled through the return process.

19. Refused or Undeliverable Shipments

If a carrier returns an order because it was refused, unclaimed, sent to an incorrect or incomplete customer-provided address, or could not be delivered because of access restrictions, we will contact you about the available options.

Additional shipping, freight, storage, redelivery, or return costs may apply. Any permitted charge or deduction will be disclosed before processing.

No such charge will apply when the return resulted from our error or applicable law prohibits it.

20. Late or Missing Refunds

If an approved refund has not appeared:

1. Check the original payment account.

2. Contact your bank, card issuer, or payment provider.

3. Allow the provider’s stated posting period.

4. Contact us if the refund remains missing.

We can confirm whether the refund was submitted and provide available transaction information.

21. Five-Year Limited Warranty

Eligible products may be covered by a five-year limited warranty against qualifying defects in materials or workmanship.

Claims made after the 30-day return period are handled under our separate Warranty Policy. Eligibility, exclusions, claim procedures, and available remedies may differ from this return policy.

The warranty does not restrict consumer rights that cannot legally be excluded.

22. Consumer Rights

This policy supplements rights available under applicable consumer-protection laws. Nothing in this policy excludes or restricts a legal right that cannot be waived.

23. Contact Us

Customer support is available 24 hours a day, seven days a week, including Saturdays and Sundays.

House of Lumber Plywood & Hardware
Phone: +1 (626) 337-4868
Email: p.ou23mm@gmail.com

Business and Shipping Address:
1472 Virginia Ave
Baldwin Park, CA 91706
United States

Contact us before returning merchandise or visiting this address. Our customer-support team will provide the applicable return address and instructions. Walk-in returns may require prior confirmation.