Refund policy

RETURN POLICY

All floating treads, custom made to order items, and clearance items including factory seconds are non-returnable. Floating tread, made to order, and custom orders cannot be cancelled.

For other items, you can return an item within 30 days of fulfillment if the product is in its original condition and packaging and has not been previously installed. Fill out the return form and submit it to us within 30 days of fulfillment  if you wish to return a product.

Steps to take when you first receive a product
1) Inspect the box or packaging for damage.
2) Confirm that the product matches what you ordered and carries the same name, number and order number.
3) Open the package and inspect product(s) for damage.
4) If there is damage: take pictures of the product and all packaging. This is required for processing any eligible replacements and returns.

If you find any damage or inconsistencies in regard to the product condition or order number, do not accept delivery and get in touch with us for a replacement product.

Please send an email with the following details;
1) Reason for Return (e.g. "not satisfied")
2) Desired action (e.g. "Refund", or "Replacement")
3) Your order number, name and address
to info@whitewaterforest.com

 

Products that cannot be returned and refunded include:
1) Items labeled “Non-returnable” on the Whitewater Forest Products Website

2) Sale items 

3) Factory seconds

4) Products you have personalized

5) Products part of a package or bundle unless they are all returned together

6) Products that has been modified, installed, or otherwise altered

7) Custom products built to your specification including but not limited to floating stair treads, custom dimensions treads, custom millwork and other parts.

8) Clearance items

Limitations on Returns
1) Installing, modifying, cutting or making changes is your acceptance of the product. Once the product has been cut or installed, a refund will not be issued, including in cases where the item is incorrect, is defective or not as ordered.

2) Errors in installation as a result of not verifying the product or the quantity with a professional, is not the responsibility of Whitewater Forest Products. We strongly recommend using an independent professional during the entire ordering process. 

3) Items must be returned in original packaging, no exceptions.

Refunds
Whitewater Forest Products will refund you through your original payment method (e.g., the credit or debit card used to purchase the product) for the product. Shipping charges cannot be refunded.

Where do I send the returned products?
After your return and/or refund request has been approved by us, you will be given the details on how to return the product.

Charges
Returns are charged at cost for shipping. We do not charge a restocking fee. The shipping charges will be deducted from any pending refunds for a cancelled or returned product.