Refund policy

This policy covers returns, refunds, exchanges, cancellations and our craftsmanship warranty for orders placed on echotimber.com. Each situation has its own time limit, set out below.

Start here: contact us before sending anything

Every return begins with a message to us. Email support@echotimber.com, call +1 (517) 354-2406 or use our contact form, and include your order number, the item and the reason. For damage or a defect, add photos of the piece and of the box it came in. We reply within 1–2 business days. Once we approve your request, we send you written return instructions and the return address. Returns go back to our own workshop in Hai Duong Province, Vietnam, so the return address is in Vietnam. Parcels sent without our instructions may be refused, because we cannot match them to an order. Please do not send anything to our registered office in Kalispell; it handles legal mail only.

Change-of-mind returns

  • Time limit: ask for a return within 30 days of the delivery date.
  • Condition: the piece must be unused, undamaged and in its original packaging.
  • Return shipping: we pay it. Once your return is approved, we send you a prepaid return label, so sending the piece back costs you nothing.
  • Restocking fee: none.
  • Refund: the full price paid for the item.

If a returned piece shows wear or damage that was not there on delivery, we may reduce the refund by the cost of that damage. We explain any reduction in writing before we issue the refund.

Damaged, defective, not as described, or wrong item

  • Time limit: tell us within 7 days of delivery, with photos of the piece and the packaging.
  • Return shipping: we pay it in full. If the piece needs to come back, we send you a prepaid label.
  • Your choice: a replacement piece or a full refund, including any shipping you paid.
  • Missing parts or hardware: tell us within 7 days of delivery and we send the missing item free of charge.

A replacement is made to order, so it follows the production and transit times in our Shipping Policy. Natural differences in grain, knots and tone between pieces of solid wood are part of the material and are not defects. Cracks, broken joints, or a size, finish or colour other than the one you ordered are.

Orders that never arrive

If tracking has not changed for 3 business days, or the parcel has not arrived 17 business days after your order was confirmed, contact us and we open an enquiry with the carrier. If the carrier confirms the parcel is lost, we remake and resend your piece or refund you in full, whichever you prefer.

Exchanges

A wrong, damaged or defective item is exchanged at our cost, as described above. If you would like a different size or finish of a standard piece, we treat it as a change-of-mind return: return the piece under the change-of-mind rules and place a new order. We refund the returned piece once it reaches us and passes inspection.

Custom pieces

When we agree to make a piece to your own size, finish or design, we confirm every detail with you by email before production begins. Custom pieces are made only for you, so they cannot be returned for a change of mind. They are covered in the same way as any other order if they arrive damaged, are defective, or do not match what we agreed in writing.

Cancellations and order changes

Each piece is built for the customer who orders it, so production starts soon after you pay. You can cancel or change your order within 24 hours of placing it by emailing support@echotimber.com; a cancelled order is refunded in full. After 24 hours the order is in production and can no longer be cancelled or changed. Once it is delivered, the change-of-mind rules above apply.

How and when you are refunded

  • Refunds go back to the payment method you used at checkout.
  • We issue the refund within 2 business days after the returned piece reaches us and passes inspection, or after the carrier confirms a parcel is lost.
  • Allow your bank or card issuer up to 7 further business days to show the money in your account.
  • We email you on the day the refund is issued.

1-Year Craftsmanship Warranty

Every Echotimber piece is covered for 12 months from the date of delivery against defects in the materials we used or in the way it was made. This warranty is separate from the 30 days return window and does not reduce any rights you have under consumer law.

What the warranty covers

  • Joints that loosen or come apart in normal use
  • Legs, bases or frames that become unsteady in normal use
  • Cracks or splits deeper than the fine surface checks that are normal in solid wood
  • A finish that peels, blisters or lifts in normal indoor conditions
  • Drawers, doors or hardware supplied by us that stop working in normal use

What the warranty does not cover

  • Everyday wear such as scratches, dents and the slow change in colour that wood shows with age
  • Damage from accidents, misuse, standing water, spills left on the surface, heaters or long hours of direct sun
  • Indoor furniture used outdoors
  • Pieces altered, refinished or repaired by anyone other than Echotimber
  • Natural variation in grain, knots and colour, and the small seasonal movement of solid wood

How to make a warranty claim

Email support@echotimber.com or use our contact form with your order number, a short description and photos of the problem. We reply within 1–2 business days and may ask for more photos or a short video. If the defect is covered, we repair it, send a replacement part or piece, or refund you, at no cost to you.

Questions about returns

Email support@echotimber.com, call +1 (517) 354-2406 or use our contact form. We are available Monday to Friday, 9:00 am – 5:00 pm US Eastern Time and reply within 1–2 business days.

Business details

  • Store: Echotimber, echotimber.com
  • Legal entity: TIMBERECHO LLC, a limited liability company organized in Montana, United States. Echotimber is the trading name of TIMBERECHO LLC.
  • Member: Nguyen Van Loc, sole member of TIMBERECHO LLC
  • State filing: Montana Secretary of State File No. 17234591
  • Registered office: 1001 S Main St, STE 600, Kalispell, MT 59901, United States. This is the address of our registered agent and receives legal mail only. It is not a showroom, warehouse or returns address.
  • Where orders are made and shipped from: our own workshop in Hai Duong Province, Vietnam
  • Phone: +1 (517) 354-2406
  • Email: support@echotimber.com
  • Contact form: echotimber.com/pages/contact
  • Customer care hours: Monday to Friday, 9:00 am – 5:00 pm US Eastern Time
  • Reply time: within 1–2 business days