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Thank you for shopping at WLO Wood.
If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.
The following terms are applicable for any products that You purchased with Us.
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
For the purposes of this Return and Refund Policy:
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to WLO Wood LLC - 290 E McIntosh St, Sanford NC 27330.
Goods refer to the items offered for sale on the Service.
Orders mean a request by You to purchase Goods from Us.
Service refers to the Website.
Website refers to WLO Wood, accessible from https://www.wlowood.com/
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Your Order Cancellation Rights
You are entitled to cancel Your Order within 14 days without giving any reason for doing so.
The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:
We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.
Conditions for Returns
In order for the Goods to be eligible for a return, please make sure that:
The following Goods cannot be returned:
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
EXCHANGES & RETURNS
WLO® Wood has a solution-oriented customer service structure.
In such situations we encounter, our house rules are pre-determined.
We work hard to satisfy our customers as can be seen from our reviews.
We are eager to offer the best solution in line with our possibilities and strength.
Based on our experience, we can summarize the demands for exchange and refunds as follows.
Services you can use for all-free,
- Claim-1: Item arrived with cargo damage / WLO Wood Inquiry: Please provide part codes or photos / Solution: Damaged part or parts will be resend for free of charge.
- Claim-2: Product box contains missing or defective parts / WLO Wood Inquiry: Please provide part codes or photos / Solution: Missing or defective parts will be resent for free of charge.
- Claim-3: My order lost during shipment / WLO Wood Inquiry: Just let us know / Solution: We will try to resolve the situation by contacting the shipping company immediately. If this situation is not resolved within 10 business days, we will offer you two options. Full refund or resend the product with emergency code.
Services you can use for non-free,
- Claim-4: Product size or model is not what I exactly want / WLO Wood Inquiry: Please, inform us / Solution: We share all of the detailed product dimensions and color options in our listing photos. In accordance with our hygiene rules, you can send your exchange request only if the box is not opened. You can return the product to our warehouse by paying only the shipping cost (approximately $39 to $89).
- Claim-5: My dog damaged the house I need replacement parts / WLO Wood Inquiry: Please provide part codes or photos / Solution: Damaged parts will be resend from our warehouse with lower charges.
- Claim-6: I broke the product during assembly. I need the broken part(s) / WLO Wood Inquiry: Please provide the part codes or photos / Solution: WLO Wood responsibility continues until the product is assembled in your home. We will immediately send the broken part (smaller parts with only shipping cost) with lower charges.
- Claim-7: Can I add extra cushions or tent to my order? / WLO Wood Inquiry: Please inform us / Solution: You can order extra parts by updating your order with our lower spare part prices. This will save your budget from extra shipping costs.
Situations we cannot accept returns,
- Claim-8: I placed an order, but however circumstances have now changed so I want to return it / Result: We can accept returns within 48 hours following your order. As our products are custom made, we usually start to manufacturing your order within 24 hours. In this case, we are not able to to make a refund.
- Claim-9: The product color did not match my furniture. I want to return it / Result: According to our sales data, our wood colors match the shade of product photos as close as 98.4%. We have published all detailed color options in listings also you may check the photos coming from our customers too. However, in some cases, there may be some color shade differences due to the structure of the wood and our hand-made painting technique. As you would appreciate, it is almost impossible for us to match the same shades of color with the furniture in your home. Even the light source differences in photos can make the product color to look completely different. For this reason, we cannot accept a refund caused by color differences unless there is a very distinct color difference with product images we listed.
- Claim-10: My order is during the shipment right now but for some reason, I want to return it / Result: In this case, after waiting for your package to reach you, you can return the product with the domestic shipping fee ( It may $39 to $89 ). So we cannot accept free returns.
- Claim-11: I completed the assembly of the product, I want to return the item because it is bigger/smaller than I expected. Result: Since we share the detailed dimensions of all of our products, we expect you to make the right choice before purchasing. In this case, we can only send a second product of the right size at a special discount rate for you. We cannot accept returns cause of our hygiene rules.
- Claim-12: I completed the assembly of the product, I want to return it or exchange with another model I want / Result: Due to our hygiene rules, we cannot accept returns in this case. We expect you to contact us if you are unsure before purchasing so that you can choose the right product with our experience.
- Claim-13: The product is not sturdy enough, my dog broke it and I want to return / Result: The sturdiness of our products has been tested many times before they are put on the market. The materials we use meet all the robustness requirements of a wooden crate/house. Our products have success stories that are evident in the feedbacks from customers. In this case, we may think that there is a problem caused by the assembly mistakes, but if the assembly is done correctly yet the sturdiness does not meet your expectations, we cannot make a refund.
- Claim-14: The product is not beautiful / I don't like it, I want to return it / Result: We cannot accept returns as we expect you to evaluate this situation before purchasing.
- Claim-15: I completed the assembly the product but some screws are loose and the product is not sturdy enough, I want to return it / Result: All of our products ship as disassembled. As stated in our explanations, the correct installation is the responsibility of customers. We cannot accept returns due to installation mistakes.
- Claim-16: The paint and wood quality of the product is not as I expected. I want to return it / Result: We provide the details of the materials of our products with our photos. For this reason, the expectations can vary with each purchase. We cannot accept returns because we trust the quality of our products. Also there may be controversial situations, but we usually make sure to support customers with resending.
- Claim-17: My dog just managed to escape from the gap of the model I've chosen, I want to return it / Result: We can solve this situation with the supply of extra parts. However, since we cannot predict your dog's behavior. We expect you to choose a fully enclosed model which will suit your dog's behavior. Since, we don't sell used products due to our hygiene rules, we cannot accept returns in this situation.
You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:
290 E McIntosh St, Sanford NC 27330, United States
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
If you need to exchange a product for the same one, contact us. Please note that We only replace Goods you received defective or damaged.
If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.
If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.
If you have any questions about our Returns and Refunds Policy, please contact us:
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The quality of this product is absolutely amazing! Sturdy and so easy to build. My dog loves having her own little retreat to sleep and play with her toys 10/10 would recommend
I absolutely love the pet houses made by WLO Wood. The designs are chic and construction is sturdy. My dogs love their little home! I also needed to change my bone nameplate for the house when we added a new puppy to the family(they share the house) and the team at WLO Wood were so responsive, they got back to me right away to help me with everything and gave me clear instructions for ordering additional parts!
I was happy to have received a full pack of plexi glass…I honestly thought I was just getting one. But I was wrong…the company is GREAT! They kept up communication through out the order all the way to delivery!
WLO offered to send me a new name plate with the first letter capitalized like I originally wanted. Thank you for making that correction and my dog loves her cage💗 🐶
My girl loves her “bedroom” perfect size, looks great, and easy assembly!