Refund policy

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return or refund.

Please inspect your item upon delivery to make sure you are happy with it and to make sure it has not been damaged during shipping. If there is a problem, please email christy@OnWood.com.au within 14 days of delivery.

Damaged or wrong item.
If your item arrives damaged, we will ship a replacement at no charge.
If we require the damaged item to be returned, we will pay for return shipping.

If we accidentally sent you the wrong item, we will ship you the correct item at no cost.
If we require the wrong item to be returned, we will pay for return shipping.

Change of mind
If you have changed your mind and no longer want the item you ordered you will need to return it to us at your cost within 14 days of delivery.
Items returned for change of mind need to be returned to us in as new condition, there is no restocking fee.
When we receive it back we will refund your payment.

Exchanges
The fastest way to ensure you get what you want is to return the item you have at your cost and in as new condition, and once the return is accepted and refunded, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at christy@OnWood.com.au.