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Due to the wholesale nature of TheVeneerStore’s distribution channel, TheVeneerStore does not accept traditional returns. In the unlikely event that your product is damaged or defective, Please contact TheVeneerStore as soon as possible. If something is wrong with an order, we certainly want to help.
Please do not schedule installation of your products until after the product has been received and examined.
Installing a damaged or defective product may void a warranty or damage claim.
Product Damaged in Shipping:
What if there is visible damage or there are missing pieces when the product arrives?
If there is visible damage to the packaging or there are missing pieces upon arrival, ask the driver to write a note on the waybill stating the damage and/or missing product before you sign the waybill. After signing the waybill, please contact TheVeneerStore at
1-800-417-9088 on the first available business day.
Our products are carefully packaged to avoid damage in shipping. Damage to products will virtually always be visible on the exterior of the pallet, crate, or lift.
If products are damaged inside of the packaging, please halt installation and contact TheVeneerStore on the first available business day. TheVeneerStore may request digital photos of the damage to determine the extent and severity of the problem.
If products have been damaged in shipping or are missing, TheVeneerStore will replace the products or refund the price of those products. The decision to replace or refund will be made in consultation with you, the customer, as to which solution is acceptable for both parties.
What if there is concealed damage and I have already signed a way-bill showing no damage?
Hidden damage must be reported to TheVeneerStore within 7 days. TheVeneerStore may ask for pictures of the damaged product or send an inspector to examine the damaged product. If products have been damaged in shipping, or are missing, TheVeneerStore will replace the damaged products or refund the price of the damaged products. The decision to replace or refund will be made in consultation with you, the customer, as to which solution is acceptable to both parties
What if the product arrives and is not what I ordered?
If you believe that you have received product that is not what you ordered, please contact TheVeneerStore at
1-800-417-9088 on the first available business day. It is highly recommended that you purchase a product sample before ordering, as a reference. Please keep in mind that products such as stone and wood have natural variations and your sample is only a small swatch of the product you will ultimately receive. TheVeneerStore may request digital photos of the product received to confirm product details, size, color, etc. If the products you have received do not match those that you have ordered, TheVeneerStore will replace your products or pick-up and refund your purchase. The decision to replace or refund will be made in consultation with you, the customer, as to which solution is acceptable for both parties.
If it is determined that the product you have received is the correct grade, color, size, etc. according to your order, TheVeneerStore will not be able to refund or exchange your product.
TheVeneerStore strives to provide our customers the best customer service possible. If you have any questions regarding returns, shipping, or products, please contact a Customer Service Representative, toll-free at
1-800-417-9088 or by email at sales@TheVeneerStore.com.
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