Return & refund policy

Last updated: September 17, 2026

Currency: USD

Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

1) About this Return & Refund Policy

Walnhaus sells in-stock wooden furniture and decorative wood seating products. This Return & Refund Policy explains when returns are accepted, how to request a return, how free return shipping works, how damaged or incorrect items are handled, and when refunds are issued.

All refunds, return shipping arrangements, taxes, duties where applicable, and adjustments are handled in USD.

This policy works together with our Shipping Policy, Cancellation Policy, and Payment Policy.

2) Quick Summary

3) Return Window

You must contact us within 30 days of delivery to request a return.

The 30-day period starts on the date the carrier marks the order as delivered.

Return requests made after 30 days may not be accepted unless required by law or covered by mandatory consumer rights in your region.

4) Free Return Shipping

Walnhaus provides free return shipping for eligible approved returns.

This includes eligible returns for:

• Change of mind
• Item does not fit your space
• Preference for a different style or finish
• Wrong item received
• Verified product defect
• Verified transit damage
• Missing parts or missing hardware
• Item materially different from the product listing

Free return shipping applies only when the return is approved by Walnhaus and the customer follows the return instructions we provide.

Depending on item size and location, we may provide:

• A prepaid return label
• A scheduled pickup
• Large-item return instructions
• Carrier-specific return steps
• International return paperwork where needed

Do not send an item back without approval. Returns sent without Return Authorization may be delayed, refused, returned to sender, or not eligible for free return shipping.

5) Return Reasons We Accept

We accept eligible returns for both issue-based reasons and change-of-mind reasons.

A) Issue-Based Returns

Issue-based returns include:

• Wrong item received
• Verified product defect
• Verified transit damage
• Missing parts or missing hardware
• Item materially different from the product listing
• Carrier-confirmed lost shipment where replacement is not available or not selected

For approved issue-based returns, Walnhaus covers return shipping and replacement shipping if a replacement is needed.

If a refund is issued for the affected item, the product price and any original outbound shipping fee paid for that affected item will be refunded where applicable.

B) Change-of-Mind Returns

Change-of-mind returns may include:

• The item does not fit your space
• You prefer a different style, finish, or size
• You no longer need the item
• You ordered the wrong item
• You changed your mind after delivery

For approved change-of-mind returns, Walnhaus provides free return shipping through our approved return method.

However, the original outbound shipping fee paid at checkout is not refunded for change-of-mind returns unless required by law.

6) Condition Requirements for Change-of-Mind Returns

To be eligible for a change-of-mind return, the item must be:

• Unused
• Clean
• Unmodified
• Not refinished, painted, drilled, glued, cut, stained, or altered
• Not damaged by the customer
• Not exposed to water, outdoor weather, smoke, strong odors, pet damage, or misuse
• Returned with all parts, hardware, manuals, tools, and accessories originally included
• Packed safely for return transport

If the item required basic setup, it must be safely disassembled before return shipping where needed.

Signs of use, damage, missing parts, or modification may make a change-of-mind return ineligible or may reduce the refund.

7) Natural Wood and Material Variation

Many Walnhaus items are made with wood or wood-based materials. Natural grain, tone variation, small knots, mineral streaks, texture differences, and minor color variation are normal when they are consistent with the product listing and photos.

These natural variations are not considered defects.

However, if the item arrives damaged, incomplete, incorrect, or has a verified defect, please contact us under the issue-based return process.

8) Items Not Eligible for Return

The following items are not eligible for standard change-of-mind return:

• Items returned after the 30-day return request window
• Items used, modified, refinished, drilled, painted, glued, stained, or altered
• Items damaged due to misuse, poor handling, moisture, outdoor exposure, improper setup, or improper storage
• Items missing parts, hardware, manuals, or accessories, unless the missing part was reported as an issue after delivery
• Items returned without Return Authorization
• Gift cards
• Final sale or clearance items clearly marked “final sale” on the product page, except where damaged, defective, or required by law

Nothing in this section removes mandatory consumer rights.

9) How to Start a Return

To request a return, email us at:

support@walnhaus.com

Please include:

• Your Order ID
• Full name used at checkout
• Delivery address
• Phone number or email used at checkout
• Reason for return
• Whether you want a refund, replacement part, or replacement item where applicable
• Photos or video if the item is damaged, defective, incomplete, or incorrect

Suggested subject line:

Return Request, Order #[your order number]

We usually reply within 1 to 2 business days, Monday to Friday, Central Time.

10) Damage, Defect, Missing Parts, or Wrong Item

Please inspect your order soon after delivery.

If your item arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible, preferably within 72 hours of delivery.

Please include clear photos or a short video showing:

• The outer shipping box
• The shipping label
• The inner packaging
• The affected item or part
• Any damaged area, missing part, or incorrect item received

Please keep all packaging until we confirm the next steps. Packaging may be needed for carrier claims and helps us resolve the case faster.

For verified issue-based cases, we may offer one or more of the following:

• Replacement parts
• Replacement hardware
• A replacement item, subject to stock
• A prepaid return label or scheduled pickup
• A refund in USD to the original payment method

11) Return Authorization Is Required

Do not send an item back without approval.

If your return is eligible, we will provide a Return Authorization, also called an RA, and return instructions.

Returns sent without authorization may be delayed, refused, returned to sender, or not eligible for refund.

Return instructions may vary depending on item size, destination, carrier availability, and whether the return is issue-based or change-of-mind.

12) Return Address

Our normal return address is:

Walnhaus Returns Department
1940 E Brooks Rd
Memphis, TN 38116
United States

Do not ship to this address until we provide Return Authorization and confirm the correct return method.

Some oversized or international returns may require a different carrier process, pickup arrangement, label, or paperwork.

13) Return Label and Authorization Expiration

Return labels and Return Authorizations usually expire after 10 calendar days.

Please ship or schedule the return within that period.

If your RA or label expires, contact us before shipping. The original return request must still have been made within 30 days of delivery.

14) Oversized Furniture and Large-Item Returns

Some Walnhaus products, including wooden lounge chairs, armchairs, accent chairs, and large wood furniture items, may require an oversized parcel service or large-item return method.

For eligible approved large-item returns, Walnhaus provides the approved return method at no return shipping cost to the customer.

Large-item returns may require:

• Pickup scheduling
• A carrier appointment
• Secure repacking before pickup
• Customer availability during the pickup window
• Return instructions specific to the item and carrier

A standard drop-off label may not be available for oversized items.

If a pickup is scheduled, the customer must be available during the confirmed pickup window. Missed pickup appointments, unavailable recipients, incorrect pickup addresses, or customer-caused reattempts may result in carrier fees. These customer-caused fees may be deducted from the refund where allowed by law.

15) Packing Requirements for Returns

The item must be packed safely so it cannot move inside the box or return packaging.

Please follow these rules:

• Use the original packaging if available
• If original packaging is not available, use equal or better protective packaging
• Place hardware and small parts in sealed bags
• Protect corners, edges, legs, curved parts, and decorative surfaces
• Use enough padding on all sides
• Seal every seam securely
• Do not allow the item to move inside the package
• Keep proof of drop-off or pickup

If a return is damaged in transit because of insufficient packing, the refund may be reduced or refused depending on the condition of the item when it arrives.

16) Inspection After We Receive the Return

After your return arrives, we inspect it before issuing a refund.

We check:

• Whether the correct item was returned
• Whether all parts, hardware, manuals, and accessories are included
• Whether the item is unused and unmodified for change-of-mind returns
• Whether the reported issue matches the photos, videos, and return reason
• Whether the item was packed safely
• Whether the item was damaged during return shipping

If the return passes inspection, we process the refund within 7 business days.

If parts are missing, the item shows use or modification, or the return is damaged because of poor packing, we may reduce the refund to cover repair, replacement parts, cleaning, repacking, or loss in value.

This is not a restocking fee. It only applies when the returned item does not meet the approved return condition.

We will explain any refund adjustment before finalizing the refund where practical.

17) Refund Timing

For approved returns, refunds are processed within 7 business days after the return is received and passes inspection.

For approved issue-based refunds where a physical return is not required, refunds are processed within 7 business days after we approve the resolution.

Your bank, card provider, or PayPal may take additional business days to post the funds to your account.

18) Refund Method

Refunds are issued in USD to the original payment method used at checkout.

If you paid by card, the refund is sent back to the same card.

If you paid by PayPal, the refund is sent back to the same PayPal account.

If your payment provider uses another currency, exchange rates, foreign transaction fees, and conversion fees are controlled by your provider, not by Walnhaus.

Store credit may be offered only if you request it or agree to it.

19) Shipping Fees and Refunds

Shipping fee refunds follow the same rules as our Shipping Policy and Cancellation Policy.

Approved Cancellation Before Shipment

If an order is approved for cancellation before shipment, we refund the full order amount, including product price, shipping fee, and any taxes or duties collected at checkout.

Issue-Based Return

If the return is approved because of a wrong item, verified defect, verified missing parts, or verified transit damage, Walnhaus covers approved return shipping.

If a refund is issued for the affected item, any original outbound shipping fee paid for that affected item will also be refunded where applicable.

Change-of-Mind Return

For approved change-of-mind returns, Walnhaus provides free return shipping through our approved return method.

The original outbound shipping fee paid at checkout is not refunded for change-of-mind returns unless required by law.

20) Replacement Parts and Replacement Items

For verified missing parts, minor transit damage, or repairable issues, we may offer replacement parts or hardware instead of requiring a full return.

For verified major damage, wrong item, or confirmed defect, we may offer a replacement item subject to stock.

Replacement items usually ship after:

• The original item is returned and inspected; or
• The issue is verified and Walnhaus confirms that a return is not required

We do not guarantee cross-shipping.

21) Exchanges

We do not offer direct preference-based exchanges.

If you want a different item, size, style, or finish, please request a return for the eligible item and place a new order.

For issue-based cases, such as a wrong item, verified defect, verified missing part, or verified transit damage, we may provide a replacement item or replacement part instead of a refund when available.

22) Refused Deliveries

If a delivery is refused without prior written approval from Walnhaus and the carrier does not report damage, the order may be treated as a change-of-mind return after it comes back to us.

Because refused deliveries are not the same as approved returns, carrier return fees, storage fees, or re-shipping costs may be deducted from the refund where allowed by law.

If you refuse delivery because the parcel is visibly damaged, please take photos if possible and contact us immediately so we can help with the carrier claim.

23) Returned-to-Sender Shipments

An order may be returned to sender if:

• The address was incorrect or incomplete
• The recipient was unavailable
• The parcel was not collected from a pickup point
• The delivery appointment was missed
• The carrier could not access the delivery location
• The shipment was refused
• The carrier could not complete delivery for another reason

If the return-to-sender was caused by an incorrect address, missed delivery, refusal, unavailable recipient, or failure to collect the parcel, carrier return fees or re-shipping costs may be deducted from the refund where allowed by law.

If the return-to-sender was caused by verified carrier damage or an error caused by Walnhaus, we will handle the claim and offer a replacement subject to stock or a refund in USD.

24) Delivered but Not Received

If tracking shows “delivered” but you cannot find the parcel, please contact us within 7 calendar days of the delivery scan.

We may ask you to check:

• Front door, porch, garage, side entrance, or mail area
• Building reception, concierge, or parcel room
• Household members, roommates, or neighbors
• Carrier pickup points or delivery notices
• Any safe place shown in the carrier’s delivery photo or notes

We will help review the tracking details and may open a carrier investigation.

If the carrier confirms loss or misdelivery, we will offer a replacement subject to stock or a refund in USD.

If the carrier confirms the parcel was correctly delivered to the address provided at checkout, replacement or refund may not be available unless required by law.

25) Lost Shipments

If a shipment is confirmed lost by the carrier, Walnhaus will offer:

• A replacement item, subject to stock; or
• A refund in USD to the original payment method

If the loss was caused by an incorrect address, customer-requested reroute, refusal, missed delivery attempts, or failure to collect from a pickup point, refund or replacement may be limited depending on the carrier investigation.

26) International Returns, Taxes, Duties, and Customs

For eligible international returns from covered regions, return requirements may vary by country and carrier.

For approved returns, Walnhaus may provide a return label, scheduled pickup, or required return paperwork.

If Walnhaus provides the return label or return paperwork, customers should follow those instructions so the return can be processed correctly.

If a customer arranges a separate return carrier without written approval from Walnhaus, the customer is responsible for that carrier cost, customs paperwork, loss, or damage during return transit. Unapproved return shipping costs are not reimbursed.

27) Cancellations Before Shipment

If you want to cancel an order before shipment, please see our Cancellation Policy.

In general, you may request cancellation within 24 hours of checkout. This is a request window, not a guaranteed hold period.

If the order has not shipped, has not been released to a carrier, and has not been scheduled for freight pickup, we will approve the cancellation and issue a full refund in USD to the original payment method.

If the order has already shipped or carrier pickup cannot be stopped, cancellation is no longer available. You may still request a return after delivery if the item is eligible under this Return & Refund Policy.

28) Your Rights and Local Law

Nothing in this policy removes or reduces mandatory consumer rights.

Where local law provides greater protection, those rights will apply. This includes, where applicable, consumer protection laws in the United States, Canada, the United Kingdom, the European Union countries we ship to, and Australia.

If any part of this policy conflicts with a non-waivable consumer protection rule in your country, that rule will control.

29) Need Help?

For faster support, please include your Order ID, delivery address, and photos or video if your request involves damage, defects, missing parts, or a wrong item.

Support hours: Monday to Friday, 8:00 AM to 5:00 PM Central Time
Typical response time: 1 to 2 business days
Phone: +1 (865) 208-7241
Email: support@walnhaus.com