Refund policy

45-Day Return Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, we offer a 45-day return window from the date of delivery for eligible items.

Because lumber is a natural, organic material, variations in color, grain, and texture are to be expected and are not always considered defects. Please review your materials upon arrival and contact us promptly with any concerns.

Eligibility for Returns

  • Unused materials may be returned within 45 days of delivery.

  • All returns are subject to receipt and inspection before a refund is issued.

  • Returned lumber must be in its original condition—unmodified, uncut, and uninstalled.

Used or Altered Materials

Refunds or exchanges for used, cut, or otherwise altered materials will be reviewed on a case-by-case basis. We reserve the right to deny refunds for materials that do not qualify.

Return Process

  1. Contact us before sending any return to obtain authorization.

  2. Images of the items may be requested before a return is created. 

  3. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

  4. Once received and inspected, approved refunds will be issued to your original payment method.

Additional Information

  • Return shipping costs are the responsibility of the customer unless the return is due to our error.

  • Custom-milled or special-order products are non-refundable.

To start a return, you can contact us at retail@highlandhardwoods.com. Please note that returns will need to be sent to the following address: 407 Route 125. Brentwood, NH. 03833

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 10 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 15 business days have passed since we’ve approved your return, please contact us at retail@highlandhardwoods.com.

You can always contact us for any return question at retail@highlandhardwoods.com
or by calling (603) 679-1230