Refund policy

Returns

We take great care in the selection of our tonewood, however, wood is a natural product and we are not responsible for imperfections & defects that are discovered after you start working with the wood (including, but not limited to splitting, sawing, planing, carving or other work processes).

Please refer carefully to our product descriptions and measurements to ensure the piece of wood you are choosing fits your intended use. Please contact us for more measurements if you are unsure. 

Our return period lasts 14 days. If 14 days have gone by since your purchase and delivery, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. 

Shipping charges are not eligible for refund unless you received a damaged or wrong product. Density estimates and Speed of Sound measurements vary with methods and environmental factors and discrepancies in these measurements do not make your return eligible for free return shipping.

Should a product arrive damaged, you need to retain the product and shipping box in the state you received it in so that we are able to make a claim with the shipping insurance if applicable. 

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted  
- Any item that is returned more than 14 days after delivery

- Any item that is returned with missing parts (eg. sides or neck block)

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@rauchtonewood.com.

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges  
We only replace items if they are defective or damaged and where such damages or defects are discovered before you start working with the wood. All our items are unique pieces. Therefore, we cannot offer you an identical item in exchange for your returned item. You can chose a replacement item of the same price as your returned item, should one be available in the store at that time. We do not guarantee availability of all price ranges at any time. 

We need to receive your item in unaltered condition in order to approve your request for exchange. Once we receive your item, we will email you informing you if your request for exchange has been approved or denied and, in case of approval, which items are available for exchange. 

Should you need to exchange an item, send us an email at info@rauchtonewood.com, including your order details and reason for exchange to receive more information how to return and exchange your item.

Shipping
To return your product, you should mail your product to: Rauch Tonewood LLC, 15 Stevens Road, Stevens, PA 17578, United States,  

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs for your initial order are non-refundable. 

Shipping charges are only eligible for refund if you received a damaged or wrong product. Should a product arrive damaged, you need to retain the product and shipping box in the state you received it in so that we are able to make a claim with the shipping insurance if applicable. We cannot accept a return of damaged goods without this information. In case of a damaged shipment, please provide pictures of the shipping box and product along with your return request.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.