Returns/Cancellations
Return Information
At Woven we are committed to delivering first quality product in a timely manner, and resolving claims in a way that is mutually beneficial to both us and our customers. We acknowledge that damages may occur at the factory level, after shipping, or in some cases after use. While all claims are handled individually, we rely on our showroom, and e-commerce partners to help us reduce the expense and footprint of re-shipping/replacing large pieces by utilizing local repair or selling the item at a discount where possible. Woven retains the right to repair, replace, credit, or refund at our discretion. All claims must be filed using our Return Authorization Form. Upon receipt of a submitted Return Authorization Form, our team will ensure that all necessary fields have been included and will reply to the claim between 3-5 business days. SAVE ALL ORIGINAL WOVEN BOXES AND PROTECTIVE PACKAGING UNTIL THE CLAIM IS RESOLVED. If packaging is not retained, repackaging will be at the customer's expense. Woven cannot accept returns on final sale or any previously installed lighting or hanging items.
Product Variation
Because we work with natural materials, certain distressing and or inconsistencies may be part of the design/charm of the product and are not considered damages. Additionally every screen displays color differently and therefore Woven assumes no liability for variations between the actual product coloring and how it is displayed on a screen or in a printed catalog.
Shipping Damage
If there is damage as a result of shipping, it is REQUIRED that the details be noted on the Bill of Lading (BOL) at the time of receipt and signed by the carrier before they leave. Failure to do so often results in the refusal of a claim and Woven will not be responsible for replacement or repair. If customer uses own shipping account or carrier, it is the customer's responsibility to file the claim and place/pay for a replacement PO, if required.
Fulfillment Error
If there was a fulfillment error, Woven must be notified promptly within 7 days of receipt of the shipment by completing the RA Request Form. Incorrect items must be returned in first-quality condition in their original packaging, and the correct item will be shipped promptly.
Concealed Damage
In rare circumstances there may be concealed damage, not as a result of shipping, that was not identified in quality control. We require that any Woven product be unboxed within 7 days of receipt and a claim filed promptly using the RA Request Form. We rely on our partners to help us reduce the expense and footprint of re-shipping/replacing large pieces by utilizing local repair or selling the item at a discount where possible. Woven retains the right to repair, replace, credit, or refund at our discretion.
Defective Product
If you or your customer finds that an item is defective within one year, please complete the details on the RA Request Form. Our policy aims to cover all manufacturing defects. Defects for this purpose are defined as causing the product to be unsound structurally. This does not apply to defects resulting from everyday wear and tear, environmental factors, misuse, accidents, or negligence. While we will attempt to reach a mutually desired resolution, Woven reserves the right to replace, repair, or credit at our discretion.
Buyer's Remorse
We do not accept returns for buyer’s remorse.
End-Customer Return
When an end-customer reaches out to Woven regarding a damage, return, or exchange request where they did not purchase through our retail site, we will direct them back to the retail partner where they purchased. Each retailer has their own unique return policy, and if ultimately payment must be returned to the customer it will be the retailer’s responsibility to do so as they collected funds originally.
Cancellations
You can request to cancel an order within 24 hours of receipt of PO. Cancellation requests are not a guarantee, as our system will not allow items to be cancelled once they have been packed & booked for shipment. In special circumstances, if we are able to cancel the order prior to booking, you may be subject to a 10% restocking fee.