Refund policy
RETURNS
----
All products should be inspected prior to installation or upon hiring a professional to install them. Northern Kentucky Cedar, LLC is not responsible for the loss of money, time, or assets due to defective or broken parts. We try to make our products so that they represent what is pictured above, but we make no guarantee that this solid wood product will be flawless upon delivery. After inspecting your parts, if there is something that concerns you please give us a call and our support staff will be more than happy to help in any way they can.
If you would like a return, exchange, or replacement you must have photographic proof sent to sales@northernkycedar.com along with your order information.
Aromatic Red Cedar is known to have knots, checking lines, and slight cracking marks. these are not legitimate defects and do not warrant a cause for exchange, replacement, or refund. This is a natural product that will expand or shrink, depending on your location. We highly recommend that you allow your unit to acclimate before installing or cutting. A one or two week period should be acceptable for acclimation. If your unit(s) has/have misalignment after installing this could be due to the wood expanding or shrinking. Typically this is not a cause for refund, return, or replacement as this can be easily fixed with sandpaper in most cases. Simply flush your product with a course sandpaper and then fine to finish. If the misalignment is extreme, please reach out to sales@northernkycedar.com with pictures and we will determine if the product needs replaced. Due to manual measurement, some products may not be exact on length or square. If the measurement will cause structural issues please reach out to us.
In the event we (NKC) see a cause for replacement we will ship the correct product to your mailing address with the best shipping method we have. We will not pay the extra shipping charge for expediting the replacement. Any shipping method that is out of our normal operation will have additional charges that the customer may choose to pay for. A natural product is more likely to have imperfections and shipping damage, but we will do our best to make sure the product you receive is correct.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items:
* Gift cards
To complete your return:
We require a receipt or proof of purchase. (Invoice number with appropriate email/name combination… etc.)
We require proof of the defect or faulty product. Send clear and detailed pictures to sales@northernkycedar.com
There may be up to a 25% restocking fee in the event of a return. Meaning you may not receive a full refund.
Returns of unassembled/uninstalled product, for any reason other than defect, can be made within 30 days from delivery of the product and will be returned at the customer's expense. A 25% restocking fee can be assessed for all returns, unless due to damage. Shipping charges will be deducted from any refund if the customer received free shipping with the order.
If an order is shipped LTL, inspect the products before accepting the delivery. We are not responsible for damages during shipping.
Any order that is shipped LTL must be returned via LTL. A cost as to which will be deducted from the refund amount.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition and/or is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery (may not accept after 30 days)
* Items that have been modified (as in cut, drilled into and/or installed in any way)
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@northernkycedar.com.
Clearance items (if applicable)
Only regular-priced items may be refunded, unfortunately, clearance items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@northernkycedar.com and send your item to 174 Lions Ln, Vanceburg, KY 41179, United States.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to 174 Lions Ln, Vanceburg, KY 41179, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Allergy/Medical Return
This natural product may cause an allergic or medical reaction in those that are sensitive to aromatic red cedar. We do not warrant any medical claims but will accept a return for this reason within the 30-day time frame.