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Return & Cancellation Policy

Santos Wood Company Inc.

At Santos Wood Company inc., we value your satisfaction and are committed to delivering quality craftsmanship and reliable service. If for any reason you need to cancel your order or return a product, please review our return policy below.

Damaged or Defective Items

We stand behind the quality of our products. If your item arrives damaged or defective, we will gladly accept a return or replacement request.

  • You must notify us within 7 calendar days of delivery.
  • Please include clear photos of the damage and your order number.
  • Returned items must be unused and in the original packaging.

Order Cancellations

Orders may be canceled within 7 days of purchase.

To request a cancellation, please contact our customer service team at:

After the 7-day window, your order will be processed and cancellations will no longer be accepted.

Returns

We accept returns under the following conditions:

  • Returns must be initiated within 7 days of receiving your item.
  • Items must be in original, unused condition and in the original packaging.
  • Customers are responsible for return shipping costs unless the item is defective or damaged upon arrival.
  • No returns will be accepted after 7 days from the delivery date.

Non-Returnable Items

Due to the custom nature of some of our products, the following items are not eligible for return unless defective:

  • Custom-built Projects
  • Special orders
  • Installed or modified items

How to Start a Return

To initiate a return, please contact us at:

Include your:

  • Full name
  • Order number
  • Reason for return
  • Photos (if applicable)

We will gladly guide you through the return process and provide a return authorization if eligible.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to the original method of payment within 7–10 business days.