Refund and Returns Policy

Return Policy for Custom-Manufactured Products

Thank you for choosing Alberta Timber Home for your timber manufacturing needs. We take pride in delivering high-quality, custom-made products to our valued customers.

All our timber products are custom-manufactured and all orders are treated as custom orders.

To ensure transparency and clarity, we have established the following return policy for custom-manufactured products:

1. Non-Returnable Items

Custom-manufactured products are specifically tailored to meet individual specifications and requirements. As such, these products are non-returnable and non-refundable, except as outlined in the sections below.

2. Defective or Incorrect Products

If a custom-manufactured product is defective, damaged, or not produced in accordance with the approved specifications, customers may be eligible for a return or exchange under the following conditions:

The defect or discrepancy must be reported to Albert Timber Home within 3 days of receipt of the product.
Customers must provide photographic evidence of the defect or error.
The product must be unused and in its original packaging.
Alberta Timber Home reserves the right to inspect the product and verify the defect or discrepancy before approving a return or exchange.

3. Return Authorization Process

Customers seeking a return or exchange must contact Alberta Timber Home to request a Return Merchandise Authorization (RMA) number.
The RMA number must be clearly indicated on the return shipment.
Unauthorized returns or returns without an RMA number will not be accepted.

4. Restocking Fees

In cases where returns are accepted for reasons other than defects or errors, a restocking fee of 5 % may apply. The restocking fee will be deducted from the refund amount.

5. Cancellation Policy

Orders for custom-manufactured products may not be cancelled once production has commenced.
If a cancellation request is made before production begins, a cancellation fee of 5 % may apply.
Cancellation requests can be made within 3 days after order.

6. Shipping Costs

Shipping costs for returned products are the responsibility of the customer, except in cases where the product is defective or incorrect.
Original shipping fees are non-refundable.

7. Refunds and Exchanges

Once the returned product is received and inspected, we will notify the customer of the approval or rejection of the refund or exchange.
Approved refunds will be processed within 3 business days and will be issued to the original payment method.