Refund policy

We want you to be fully satisfied with your purchase. Please review our return, damage, and cancellation policies below.

 

 

Domestic Orders

  • Returns accepted within 30 days of delivery.

  • Return Process: Contact us at contact@boisdhivernage.com to obtain return procedures and a Return Merchandise Authorization (RMA).

Original Packaging

The original box and packaging materials are part of the product and must be kept in the received condition during the return window.

If you selected white glove delivery (if available), ask the assembly team to leave the box and packaging materials if you wish to return your order.

Shipping Requirements

  • All returns must be securely shipped back in the original box with original packaging materials.

  • Items without the original box and packaging are not eligible for return or refund.

Return Shipment Costs

The buyer is responsible for return shipping costs and arrangements.

Refund Policy

  • Refunds issued after item passes inspection at our warehouse.

  • Refund amount = purchase price minus a 20% restocking fee (covers original shipping & handling).

  • Additional delivery service fees (if applied) are non-refundable.

Return Condition

Items must arrive in brand-new condition. Items with scratches, dents, stains, wear & tear, or modifications are not eligible for a refund.

Buyer Responsibility

  • You are responsible for any loss or damage before the item reaches our warehouse.

  • Items damaged during return shipping are not eligible for a refund.

Inspection Timeline

Returns will be inspected within 10 business days after being received.

 

 

Damaged & Defective Items

Inspection Upon Delivery

Inspect all parts carefully before assembly. Do not open the hardware bag or assemble if damage is noticed.

Reporting Damage

Notify us within 7 days of delivery by emailing info@boisdhivernage.com with:

  • A detailed description of the damage or defect.

  • Photos of the item, original box, and packaging materials.

Assembled Items

Assembled items are your responsibility and are not eligible for return or replacement.

White Glove Delivery

Inspect items carefully before signing the proof of delivery.

Return Packaging

Damaged or defective items must be returned in the original box and packaging.

Replacement Policy

Damaged or defective items will be replaced at no cost. Refunds are not offered. If replacement parts are unavailable for over a month, store credit will be issued.

 

 

Exceptions

At Bois d’Hivernage, we take pride in crafting high-quality furniture; however, some natural wood characteristics are not considered defects and are excluded from returns or replacements.

Natural Characteristics of Wood

  • Minor imperfections and cracks: Small hairline cracks, finish variations are natural and expected.

  • Temperature & humidity effects: Shrinkage, expansion, or deformation may occur over time due to environmental changes.

  • Unique wood patterns: Each piece has distinctive grain, texture, and knots — part of its beauty.

  • Batch variations: Differences in tone, grain, or finish between production batches are normal.

Aging & Environmental Exposure

  • Color changes: Hardwood may naturally change color over time due to light exposure.

  • Sunlight effects: Prolonged exposure may cause fading. Rotate objects regularly.

Other Exceptions

  • Dimensional tolerances: Fractional differences are expected due to natural wood behavior.

  • Interior/underside imperfections: Not visible areas (drawers, backs, bottoms) may have variations — not defects.

  • Creaking sounds: Natural wood may produce creaking — this is normal.

  • Color representation: Screen displays and photography may vary slightly from actual product.

  • Chairs: Permanently assembled — not eligible for return.

  • Sale items: Final sale — no returns.

  • Size & fit: Returns not accepted for size issues. Verify dimensions before purchase.

 

 

Order Cancellation

We have a highly efficient fulfillment system. Once your order is placed, it may begin processing immediately.

Cancellation Fees

  • 10% restocking fee

  • 2.9% bank transaction fee (5.9% for Affirm payments)

  • $3/item/day storage fee for on-hold orders

Important Notes

  • Orders already dispatched cannot be canceled.

  • Pre-orders: cancellations within 24 hours only, subject to fees.

  • After 24 hours, pre-orders cannot be canceled (shipped directly from factory).

  • We cannot guarantee retroactive holds — please contact us immediately if needed.