Refund & Returns Policy

Returns

Quick Tip: Start a return, report a problem with your item

What is the general return policy?

We accept returns for most items within 30 days of delivery as per our supplier return policies. The item(s) must be in its original, undamaged condition. If the packaging is too damaged, use a similar-sized box or one no longer than 108 inches. If the item was delivered disassembled, it should be returned disassembled.

If your returned item is not received at our Returns Center, we reserve the right to reverse the refund. Please note that the Company does not accept returns at its warehouses.

How do exchanges work?

We don't offer direct exchanges of items but you can certainly return an item for store credit and then place a new order for the item you want. We initiate a refund once the item has been received and checked at our warehouse. For store credit, this takes 24 hours from initiation, and 3-5 business days for refunds to the original payment method. You can either order your new item before returning the old one or wait until your refund has been received to place the new order.

Where applicable, your return ship fee will be automatically deducted from the refund amount.

What is the extended return policy for holiday purchases?

For all items purchased between November 1 and December, the deadline to return them is extended until January 31.

Which items can’t be returned?

The following item categories cannot be returned:

• Open Box items

• Clearance items

• Gift cards

• Made-to-order or personalized items

• Items bundled at discounted rates (unless the entire bundle is returned)

• Items marked as 'Non-Returnable' (if an item is non-returnable, a message will appear advising of this once the item has been added to your cart)

• Live plants

• Swatches

• Certain Dangerous Goods items including flammable liquids, matches, compressed gas, propane tanks, lighters or damaged lithium batteries.

• Items shipped via Consolidated Delivery

Requesting Your Return

How do I return an item if I change my mind?

1 – Email your issue and return questions to pwood@pwentonline.com and we will start the process.

2 - Identify and select the return option for the item you wish to return.

3 - Complete the online form, including selecting the desired return and refund method.

After setting up the return, you will receive a confirmation email with specific instructions. This will also contain any return labels you need. Please refer to this email if you have any questions.

• If you have selected "Drop-off" as your return method, please drop it off at the nearest location of your selected carrier.

• For FedEx labels, check drop-off locations here. To see if your local drop off location accepts QR codes, enter your zip code and click 'Store Details'.

• If you have selected "Pick-up" as your return method, our partner carrier will come to pick up the item at your mentioned address. You should expect further communications regarding the scheduling of your pickup and a reminder email the day before the collection.

• If you have selected “Store Drop Off' as your return method, please bring your item and QR code provided in the return confirmation email to the store location.

You may receive a special offer to accept a discount to keep the item instead of going through the hassle of returning it. This is a special offer just for you and the amount cannot be changed. If you do not wish to accept the discount, you can decline and proceed with setting up a return.

Will I have to pay for return shipping fees?

In order for Companies to provide free delivery and low prices, we do expect our customers to pay for the return shipping of the item back to us, as it was free shipping to you. This will be deducted from your refund. The return shipping costs can vary depending on the location of the return, size and weight of the item, and selected return method. If you are eligible to return your item in store, return shipping fees will not be deducted from your refund.

Delivery shipping fees or service charges collected on the order will not be refunded.

If an order is returned because you refused delivery, the appropriate return costs will be charged and deducted from your refund.

Common Issues

I have set up a return for an item but I've received the wrong number of labels. What do I do now?

If you've received too many labels, you don't need to do anything. Just use the label(s) that you need. If you've received too few labels for your return, please get in touch with us and we'll fix this for you.

What if my item arrives damaged or missing parts?

Please see Damaged Items or Missing Parts.

What if I receive the wrong item?

Please see Received the Wrong Item.

Can I cancel my return if I change my mind?

Yes, you can request to cancel your return by emailing us at pwood@pwentonline.com. However, please note that a return carrier may show up to pick up the item. If the carrier shows up, please advise them that you have canceled the return.

Returning Your Item

How do I reschedule my return pickup?

In the email with your FedEx Pickup Return Instructions, there should be a FedEx Pickup Number. Contact FedEx with this number, and they will be able to reschedule the pickup for you.

What can I expect once I've set up a return?

Below you will find detailed information on the different return options that are available to you depending on the type of item you've ordered.

FedEx Drop-Off

For this option, you will need to use original boxes if possible, or a box of similar size. You will need to remove any old labels, print off the new label and attach it to the package.

Print Labels: Bring your package to a FedEx drop-off location.

QR Codes: To see if your local drop off location accepts QR codes, enter your zip code and click 'Store Details'.

Packages weighing 55lbs or more must be taken to a FedEx office.

FedEx Pickup

You will need to use original boxes where possible, or a box of similar size. Remove any old labels, then print and attach the new label. A prepaid return label will have been sent to your email. Simply print this label and securely affix it to the box. FedEx will collect the package(s) from outside the front door of your home or apartment. You do not need to be home at the time of the collection.

Large Parcel - Outside Your Front Door Pickup

You will receive a reminder email on the day before your collection date. Please use the original boxes, or boxes of similar size. Remove any old labels. If the packaging was removed as part of the delivery process, no packaging will be needed. You do not have to be home for the pickup. A carrier will collect the package(s) from outside the front door of your home, or the main door/mailroom of your building.

Large Parcel - Inside Your Doorway Pickup

You will receive a reminder email on the day before your pickup date. Please use the original boxes, or boxes of similar size. Remove any old labels. If the packaging was removed as part of the delivery process, no packaging will be needed. A carrier will collect the package(s) from the entrance of your home. You can expect a call from the driver 30 minutes before the scheduled time.

Large Parcel - Backyard Area of Choice Pickup

You will receive a reminder email on the day before your pickup date. Please use the original boxes, or boxes of similar size. Remove any old labels. If the packaging was removed as part of the delivery process, no packaging will be needed. Please ensure the path to the pickup is safe and free of hazards. If the driver deems the path unsafe, they will not be able to complete the pickup. Please disassemble your item before the pickup attempt. A carrier will collect the package(s) from your backyard. You can expect a call from the driver 30 minutes before the scheduled time.

Large Parcel - Room of Choice Pickup

You will receive a reminder email on the day before your pickup date. Please use the original boxes, or boxes of similar size. Remove any old labels. If the packaging was removed as part of the delivery process, no packaging will be needed. A carrier will collect the package(s) from the room of your choice. You can expect a call from the driver 30 minutes before the scheduled time.

Large Parcel White Glove Pickup

You will receive a reminder email on the day before your pickup date. The carrier will collect the package(s) from your room of choice. You will be required to disassemble the item and repackage it ahead of the pickup. On the day of the collection, you can expect a call from the driver 30 minutes before the scheduled time.

Check out the below table for a handy overview of what each return option involves.

	FedEx Label Drop Off	FedEx QR Code Drop Off	FedEx Pickup	Large Parcel Outside Your Front Door Pickup	Large Parcel Inside Your Doorway Pickup	Large Parcel Backyard Area Pickup	Large Parcel Room of Choice Pickup	Large Parcel White Glove Pickup
Reminder Notification	N/A	N/A	No	Yes	Yes	Yes	Yes	Yes
Required to be Home	N/A	N/A	No	No	Yes	Yes	Yes	Yes
Required to Print Label	Yes	No	Yes	No	No	No	No	No

 

When will I receive my refund?

If your item is being returned, we'll initiate your refund when we receive your item(s) at our Return Center. If you returned your item in-store, your refund will be initiated once the item has been processed at the store. When a refund has been initiated, it takes on average 3-5 business days, though in some cases it may take up to 2 weeks.