No Returns or Exchanges

We do not accept returns, exchanges, or cancellations once an order has been shipped due to the complexity and cost of freight shipping. Please review your order details, product specifications, and shipping information carefully before completing your purchase.

Condition of Goods

• Natural Variation: As stated in our product care guide, teak is a natural material. Variations in graining, color, checking (small cracks), and oil content are expected and are not considered defects.
• Structural Integrity: Claims regarding natural teak characteristics will not be accepted as a basis for a return or refund.

Procedure for Shipping Damage

While all sales are final, we ensure our products are carefully packaged for safe transit. If your item arrives damaged, you must follow this strict procedure to make a claim:

1. Required Inspection and Documentation

The customer is responsible for a full, thorough inspection of the shipment upon delivery, before signing the carrier’s Delivery Receipt (Bill of Lading).

1. Document Visible Damage: If you notice any damage (e.g., crushed packaging, torn pallet wrap, or visible product damage), you must clearly write “DAMAGED” and detail the specific issues on the carrier’s Delivery Receipt.
2. Take Photos: Take detailed photographs of the damaged packaging and the damaged item(s).
3. Refusal: In cases of severe, visible damage that renders the item unusable, you may refuse the delivery.
4. Concealed Damage: If you discover damage after the carrier has left (concealed damage), you must notify us immediately (within 24 hours of delivery) by emailing sales@naturalteakusa.com with your order number and documentation.

Failure to properly document damage on the carrier’s Delivery Receipt at the time of delivery will void any claim for replacement or compensation.

2. Customer Responsibility for Claim Filing

If your shipment is damaged and properly documented, we will assist you in initiating and filing a claim against the LTL freight carrier.

The customer is responsible for providing all necessary documentation to support the claim. This information includes, but is not limited to:

• A copy of the Delivery Receipt with the damage clearly noted and signed.
• Detailed photographs of the exterior and interior damage.
• The signed Bill of Lading.

We will guide you through the process, but the timely collection and submission of this information remains the customer’s duty. We will work to find a resolution for documented freight damage only.