Refund Policy – Timberleand

At Timberleand, we want you to be fully satisfied with your purchase of boots, clothing, or outerwear. If our products don’t meet your expectations, we offer a straightforward refund process designed to be fair, transparent, and hassle-free. This Refund Policy outlines the eligibility criteria, steps to request a refund, timeline for processing, and exceptions to ensure you have all the details you need.

1. Refund Eligibility

To qualify for a refund, your return must meet the following conditions:

  • Timeframe: You must initiate the refund request within 30 days of the delivery date (as confirmed by your shipping tracking information). Requests made after this window will not be approved, unless the item is defective (see Section 4 for defective items).
  • Item Condition: The product must be in its original, unused, and undamaged condition—this includes no signs of wear, unwashed fabric, intact tags, and original packaging (e.g., shoe boxes for boots, garment bags for outerwear). Items that have been used, altered, or damaged by the customer will not be eligible for a refund.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, order number, or receipt. This helps us verify the transaction and ensure the item was purchased directly from Timberleand (purchases from third-party retailers are subject to their respective refund policies).
  • Exclusions: Final sale items (clearly marked “Final Sale” on the product page), personalized items (if offered in the future), and gift cards are non-refundable under all circumstances.

2. How to Request a Refund

Follow these simple steps to initiate a refund for your Timberleand purchase:

  1. Contact Customer Service: Email us at [email protected]. In the email, include:
  • Your full name and contact information (matching the order details).
  • Your order number (found in your order confirmation email or account dashboard).
  • The name and SKU of the item(s) you want to refund (found on the product page or order invoice).
  • A brief reason for the refund (e.g., “wrong size”, “changed mind”)—this helps us improve our products and service.
  1. Receive Return Instructions: Within 24-48 business hours, our team will reply with a pre-paid return shipping label (for domestic orders) and step-by-step instructions on how to package and ship the item back to our warehouse. For international orders, we will provide return address details, but the customer is responsible for return shipping costs (we recommend using a trackable shipping method to avoid lost packages).
  2. Ship the Item Back: Package the eligible item(s) securely (using the original packaging if possible) and attach the pre-paid label. Drop off the package at the designated shipping carrier (e.g., USPS, UPS) and retain the tracking number for your records—this allows you to monitor the package’s delivery to our warehouse.

3. Refund Processing Timeline

Once we receive and inspect your returned item, we will process your refund promptly:

  • Inspection Period: Our warehouse team will inspect the item within 3-5 business days of delivery to confirm it meets the eligibility criteria (unused, undamaged, with original tags/packaging).
  • Refund Approval/Rejection: If the item passes inspection, we will approve the refund and send you a confirmation email. If the item does not meet eligibility (e.g., worn, missing tags), we will notify you via email and return the item to you at no additional cost—no refund will be issued.
  • Refund Disbursement: Approved refunds are issued to your original payment method (e.g., credit card, PayPal) within 1-2 business days of approval. The time it takes for the refund to appear in your account depends on your bank or payment provider:
  • Credit/debit cards: 3-7 business days.
  • PayPal: 1-3 business days.
  • If you paid via a gift card or store credit, the refund will be issued as store credit to your Timberleand account within 24 hours.

4. Refunds for Defective or Incorrect Items

If you receive a defective item (e.g., broken zipper, faulty stitching, material damage) or the wrong item (e.g., you ordered a size 10 boot but received a size 8), we offer expedited refunds and additional support:

  • Immediate Contact: Notify us within 48 hours of delivery via email ([email protected]) with photos of the defective/wrong item and its packaging—this helps us document the issue and resolve it faster.
  • No Return Required (In Some Cases): For minor defects or clearly incorrect items, we may waive the return requirement and issue a full refund immediately (no need to ship the item back). For larger defects or high-value items, we may ask you to return the item for inspection, but we will cover all return shipping costs (domestic and international).
  • Full Refund Guarantee: Defective or incorrect items qualify for a 100% full refund (including the original shipping cost you paid for the order) or a free replacement (per your preference)—we will process this within 24 hours of verifying the issue.

5. Special Cases & Exceptions

  • Cancelled Orders: If you cancel an order before it has shipped, we will issue a full refund to your original payment method within 24 hours of cancellation. If the order has already shipped, you will need to follow the standard refund process outlined in Section 2.
  • Lost or Damaged in Transit: If your returned package is lost in transit (per the shipping carrier’s tracking information), contact us at [email protected] with the tracking number—we will investigate with the carrier and issue a refund if the package is confirmed lost. If your original order is damaged in transit (during delivery to you), notify us within 48 hours of delivery with photos of the damage—we will issue a full refund or send a replacement at no cost.
  • Price Adjustments: If an item you purchased goes on sale within 7 days of your delivery date, you may request a price adjustment (refund of the difference) by emailing [email protected] with your order number and the sale price link—we will honor this request once per order.

6. Contact Us for Refund Questions

If you have questions about your refund status, eligibility, or need help with the process, please contact our customer service team at [email protected]. We are available to assist you Monday-Friday, 9:00 AM-5:00 PM (local time) and will respond to your inquiry within 24-48 business hours.

At Timberleand, we strive to make the refund process as smooth as possible—your trust and satisfaction are our top priorities. Thank you for choosing our boots, clothing, and outerwear, and we appreciate your understanding of this policy.