Worry Free Returns
If you would like to exchange or return an item purchased in the last 5 days, you may do so either by calling, emailing, or using the "Orders and Returns" button on the web site. You will need to know your order number, which you can find on your receipt or in "My Account" on our website. Items must be returned in their original packaging in unused condition. Soiled/used/damaged items will be refused and returned to you at your expense. Refunds are issued in the original payment form and price, and will be credited after the return arrives in our facility and has been inspected. Please note that you are responsible for all return shipping and packing charges.
Damage and Defective Product
Upon delivery, please take time to inspect product carefully for any damage that may have occurred in transit and contact us immediately. Claims against damaged / defective items shipped by a package delivery service (UPS, FedEx, etc) must be made within 48 Hours of delivery. Claims made after 48 Hours cannot be accepted. Furniture and other freight shipped items must be carefully inspected BEFORE you sign for the delivery. Claims made after signing for the delivery can not be accepted. White Birch will pay for return shipping of any defective items if claims are properly made and the product is determined by White Birch to be defective.
When Damages Occur During Freight Delivery
Our freight carriers handle your pieces with great care but we are all human; from time to time damages do occur. If your piece arrives damaged, the freight company has the right to have the piece repaired and brought back to the manufacturer's standards at their expense. They do this by sending the piece to a furniture repair service or back to the manufacturer for repair. If the freight carrier determines the piece can not be repaired, you have the right to have your purchase refunded or replaced. Please remember that freight shipped items must be inspected before you sign for delivery. Claims made after that time can not be accepted.
Finish Variations and Wood Defects
Please note that many of our items are built by craftspeople as custom products. Finishes in these products often vary from piece to piece and this variation is not considered a defect. Also note that any product made from wood is subject to changes in climate and humidity which may allow the development of splits or gaps. Certain types of wood such as soft pine are prone to these changes and again are not considered defects as they occur in any natural wood piece. Certain types of wood will have more visible knots and wood grain. Our craftspeople make every effort to conceal knots and grain on painted finishes, but due to natural chemicals in the wood, they may not be able to completely eliminate them. Knots and grain may bleed through and slightly discolor a finish. This discoloration is not to be considered a defect. Irregularities in the finishes will not be considered defects.
Receiving the Incorrect Item
If for any reason your order does not arrive with the specifications that you selected when ordering, White Birch reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement in the works as soon as possible.
Returning or exchanging "Free Shipping" items
Many of our products feature free shipping. If for any reason you need to return an item with free shipping, the refund you receive will be for the item price. You are responsible for all return shipping and packing charges. If you opt to exchange your free shipping purchase for another item that also had free shipping, a standard shipping charge will be added to cover our costs. The only exception to this policy is if an item received is defective, in which case it will be replaced with no additional shipping fees. If exchanging a free shipping item for a standard shipping product, you will be charged our regular shipping cost.
Final Sale Items
Final sale items are not eligible for return or exchange.
Custom, Personalized and Special Orders
Custom, Personalized and Special Order items are not returnable or refundable. You have up to 2 business days from the date the order was placed to cancel a custom order and to have the amount refunded to your credit card. After 2 days custom orders are non-refundable.