Refund policy

This policy applies to purchases from https://driftwoodtrading.shop, operated by DRIFTWOOD 37 TRADING LLC.

1. Voluntary 30-day returns

You may request a return within 30 calendar days after receiving your item. Regular-price and sale items are eligible on the same terms. For a change-of-mind return, the item must be clean, undamaged, complete and in its original condition. Opening the packaging to reasonably inspect the item is permitted. Keep original packaging where available, especially for fragile items.

You may check a textile's color, texture and dimensions before laundering it or putting it into regular use. Return any frame with the supplied glazing and mat if included. Return every piece of a set, including all four coasters for a four-piece set. Products that have been washed, stained, modified, mounted in a way that leaves marks or put into regular use may be ineligible for a voluntary return if they no longer meet the original-condition requirement.

These conditions apply to voluntary non-quality returns. If your product is defective, damaged in transit, incorrect, incomplete or materially different from its listing, contact us even if the packaging is missing or the issue became apparent during proper use. Your applicable legal rights and remedies remain available.

2. How to request and send a return

Email support@driftwoodtrading.shop with the order number, checkout email address, item name or SKU, and reason for the return. For a product or delivery issue, include photos of the item, packaging and shipping label when reasonably available. Keep unrelated personal details out of the photos. We reply within 3 business days.

Wait for authorization and shipping instructions before mailing the item. Once approved for return, send the item within 14 calendar days of approval. The request must be made within the 30-day window. The package may arrive afterward. If we delay providing a label or instructions, we allow an appropriate extension.

Send authorized returns to the following address.

DRIFTWOOD 37 TRADING LLC
Returns Department
540 BLACKBURN Road
RINEYVILLE, KY 40162
United States

Put the order number inside the package. Protect ceramics, stone pieces and frame corners with adequate cushioning. Keep your tracking receipt. If an item arrives with sharp fragments or cannot be safely packed, leave it where it can be handled safely and email us for instructions. We can review the claim and arrange an appropriate resolution without requiring an unsafe shipment.

3. Return shipping and fees

For change-of-mind and other non-quality returns, you arrange and pay return postage. Examples include a correctly described size, finish or color that does not suit your preference. Free outbound shipping does not cover return postage in these cases.

For confirmed defects, transit damage, incorrect items, missing included parts or material differences from the listing, we cover the necessary shipping to resolve the issue. If a return is required, we provide a prepaid label or another no-cost return method. Contact us before purchasing postage.

We charge no restocking, return handling or refund processing fees. Approved refunds are not reduced by card-processing fees or the cost of the original free shipment.

4. Damaged, defective, incorrect or incomplete items

Inspect your order on arrival and report problems promptly. Keep the product, packaging and shipping label where reasonably possible. After reviewing the issue, we arrange an appropriate replacement, missing component or refund. Normal wear, accidental damage after delivery, misuse and unauthorized alteration are distinct from manufacturing defects. Applicable warranties and mandatory remedies remain available.

5. Refund amount and timing

For approved returns, we refund the amount actually paid for the returned items, including applicable sales tax and reflecting any discounts allocated to those items. For a partial return, the refund covers only the items returned. Customer-paid non-quality return postage is excluded from reimbursement.

We review returns within 5 business days of receipt and tell you whether the return was approved or why it was declined. Approved refunds are initiated to the original payment method within 2 business days of approval. Your provider typically takes another 5-10 business days to post the refund. Where a return is waived, we initiate the refund within 2 business days of confirming that outcome. An earlier deadline required by law takes precedence.

If you used an installment service, the refund goes through the original provider. Follow its payment schedule until the provider confirms the adjustment.

6. Cancellations and exchanges

Email us promptly if you wish to cancel or change an order. We cancel orders that have not shipped and initiate a full refund within 2 business days of confirming cancellation. We try to accommodate changes before dispatch. Once shipped, the return process applies after delivery.

For a change-of-mind exchange, return the original item and place a new order. Replacements for defects, shipping damage or fulfillment errors are handled separately at our expense where appropriate.

7. Shipment problems

If we cannot ship by the promised time, we notify you before it expires and give you a choice to accept a revised shipment date, if available, or cancel the affected unshipped items for a full, prompt refund. We obtain consent to a delay where required. If required consent is not received, we cancel the affected items and promptly refund you.

If tracking stalls or says delivered and the parcel is missing, email us. We investigate with the carrier and arrange a replacement or refund when loss or misdelivery is confirmed.

Return and order support - support@driftwoodtrading.shop