Returns & Refund Policy

1. Return Eligibility

OKA WOOD PLANK accepts return requests within 30 days of the purchase date. Requests submitted after 30 days are not eligible for a refund, partial refund or exchange. There are no exceptions to this period.

To qualify for a return, products must meet all of the following conditions:

• Items must be unused and in the same condition in which they were delivered.
• Products must be returned in their original packaging.
• Items must be suitable for resale.

If a returned product arrives damaged, used or missing components for reasons unrelated to an error on our part, we may approve only a partial refund or decline the return.

2. Standard Products vs. Custom Products

Standard products are the hardwood, thermally modified wood, composite decking and composite cladding items sold on our website in the sizes, lengths, profiles and colors listed as options on each product page. Standard products may be returned under the conditions in this policy.

Custom products are any items cut, manufactured, finished or prepared to measurements, lengths, profiles, colors or specifications that are not offered as standard options on our website, including special orders placed through a quote. Custom products are final sale: they cannot be cancelled, returned, exchanged or refunded once the order is placed.

3. Non-Refundable Items and Charges

• Custom products and special orders
• Sale and discounted items (see Section 10)
• Credit card processing fees
• Package protection plans
• Expedited production fees
• Original shipping charges and return shipping costs

4. Refund Processing

Once your returned merchandise arrives at our facility, our team will inspect it and notify you by email that the return has been received. After the inspection, we will let you know whether your refund has been approved or declined.

If approved, the refund will be issued to the original payment method, minus any applicable fees described in this policy. Please allow a few business days for the credit to appear, depending on your financial institution.

5. Restocking Fee

A 15% restocking fee applies to all approved returns of wood plank bundles, hardwood products, thermally modified wood, composite decking boards and composite cladding.

All returned products must arrive in their original packaging and in resalable condition.

6. Order Cancellation Policy

If you submit an order before you are ready to proceed, please contact us as soon as possible. Orders may be cancelled without a fee within 30 minutes of submission, provided the request is made during OKA WOOD PLANK business hours.

To request a cancellation, contact us:

• Phone: 239-314-8432
• Email: okawoodplank@gmail.com
• Live Chat: WhatsApp +1 (239) 314-8432

Cancellation requests received after the initial 30-minute period will incur a 3.5% cancellation fee.

If an order has already been prepared and is ready for dispatch, cancellation will incur a 15% restocking fee instead. Fees are not combined: only one fee applies to a cancelled order.

Once an order has shipped, it can no longer be cancelled. Customers must follow the return procedures in this policy, if the order qualifies. Custom products cannot be cancelled at any time.

7. Refused Deliveries

If a customer refuses delivery without providing prior written notice, the customer will be responsible for:

• 100% of the original shipping charge.
• A 15% restocking fee.

These amounts will be deducted from any refund approved for the returned merchandise.

8. Damaged or Defective Products and Warranty Claims

Products that arrive damaged must be noted on the carrier's delivery receipt or Bill of Lading at delivery and reported to us within 48 hours of delivery, with photos of the product and packaging. Our Shipping Policy lists the photos required.

Manufacturing defects must be reported within 30 days of the purchase date. Approved warranty claims may be resolved with a refund to the original payment method, store credit or a replacement product, subject to inventory, and eligible return shipping is reimbursed. Custom products and sale items remain eligible for these remedies only when defective or damaged.

If you need a replacement for the same product, submit an exchange request through our Return & Exchange Request form. Delivery times for exchanged merchandise may vary depending on your location.

9. Delayed or Missing Refunds

If your refund has been approved but has not yet appeared in your account:

• Review your bank or credit card account to confirm whether the refund has been posted.
• Contact your credit card provider, as additional processing time may be required.
• If the credit is still not visible, contact your bank to check for pending transactions.

If you have completed these steps and still cannot locate your refund, contact us at okawoodplank@gmail.com.

10. Sale Items

Products purchased at promotional or discounted prices are final sale and cannot be returned or refunded, except when the product arrives defective or damaged, as described in Section 8.

11. Discount Codes

Promotional codes and discounts must be entered before completing checkout. Once an order has been paid for and processed, we cannot apply a discount code retroactively or refund the difference.

12. Gift Purchases

If an order was identified as a gift at checkout and shipped directly to the recipient, an approved return will be issued as store credit for the value of the returned merchandise.

If the purchase was not marked as a gift, or the original purchaser had the order shipped to their own address, any approved refund will be issued to the original purchaser's payment method, and the purchaser will be notified of the return.

13. Return Shipping

All return and exchange requests must be submitted through our Return & Exchange Request form, with your order number and the items you wish to return. Please wait for our approval and instructions before shipping anything back.

Customers are responsible for return shipping costs. For approved refunds, the original shipping charge, the return shipping cost and the restocking fee will be deducted from the refund amount.

For returned items valued at more than $75, we strongly recommend a carrier with tracking or shipping insurance. OKA WOOD PLANK cannot guarantee receipt of returned merchandise shipped without tracking.