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Return Policy

Return, Cancellation and/or Exchange

At Ipe, we take every order as a priority. And considering the dense and expensive nature of the wood concerning shipping and milling, there may be the need to alter the lumber for your special order.  We do not guarantee any returns or exchanges – the only exceptions to this rule are rare cases of defective or damaged items.  While this is at our sole discretion, such return requires prior approval from Buy Ipe Direct.

We only recognize written, and signed agreements (by us) – all other forms of agreements, including but not limited to verbal, text, email, will not be accepted.  If your request for return is accepted, we reserve the full right to provide a refund for the cost you paid for the boards, instead of replacing any boards for any reason.  We will not refund any shipping costs.

In an almost impossible case of a customer getting non-grooved boards having ordered groove, the non-grooved boards will be grooved on site using the proper router bits we will provide.  Furthermore, we will issue a refund for the cost of grooving, which must not exceed $0.40 per linear foot.

Authorization

We do not accept any unauthorized return.  We reserve the full right to accept or reject a return.  You must get an authorization number from us for every return, and the same shall be at the sole risk and expense of the buyer, including the provision of freight services to and from the supplier.  The buyer will also pay a restocking fee of 20-25% based on the product.

These terms remain binding on restocking, even when the items have not yet been shipped.  This is necessary to keep us indemnified in an instance where we may have modified boards or broken bundles, which reduces the value of the products or lead to other logistical problems.

Applicable and available services include milling, pulling to specification, packaging, and crating – all of these are non-refundable.  You will only be eligible for a return, where applicable if your lumber remains unused or unaltered, that is, not drilled, cut, or modified in any way whatsoever.

You will be required to provide an invoice or proof of purchase to complete your return.

Quality Claim

A quality claim is only applicable in infrequent situations where you have the cause to believe that you received lumber below the premium grading guidelines.  After submitting a quality claim form, we will review the same and provide you with a response within 7 days of the receipt.  Such response will either be of acceptance, denial, proposed resolution, or request for further information.  Only Quality Claim forms submitted within 5 days of receiving the lumber will be accepted.

Refunds (when applicable)

You may be required to return the lumber to an address different from the sending address of the lumber.  The return address is not our office address, and you will be required to obtain the correct return address before shipping any returns.  You can find the address in the return acceptance letter you receive from us.  Pending the official acceptance, in writing directly to you, of a proposed return, all products remain your property.  Note that accepting a shipment does not equal to acceptance of ownership or responsibility for storage.

Every lumber shipped to us is subject to a refund, which we will decline or accept in writing.  When rejected, you (the customer) will be required to ship and/or remove the lumber from our property or that of our affiliate. Storing your lumber is never our responsibility, and if left on our property or affiliate property for 30 days after being rejected in writing, we consider such lumber as abandoned.

Exchanges (when applicable)

You may be required to return the lumber to an address different from the sending address of the lumber.  The return address is not our office address, and you will be required to obtain the correct return address before shipping any returns.  Only defective items are eligible for replacement.  From colors to grain and others, various conditions differentiates lumber.  These differences will never be accepted as a defect.  We are committed to providing our customers with the best quality Ipe Wood and usually note defective or low-quality lumber before shipping.

Contact us at [email protected] to initiate a return process before shipping the defected products back.  If found valid, we will respond to your message with the location to send the exchanges back to.

Cancellation

Seconds after processing your order, we proceed to order the specified products from vendors, thus incurring irreversible fees.  This means that there is no assurance of the acceptance of any cancellation.  When accepted, a cancellation request may attract restocking and similar charges.  We will only accept a written and signed exception, concerning the cancellation policy, from an authorized agent of Buy Ipe Direct.

Shipping

You may be required to return the lumber to an address different from the sending address of the lumber.  The return address is not our office address, and you will be required to obtain the correct return address before shipping any returns.  Contact us for a discounted exchange or return shipping rate.  Note that the customer (you) will bear all shipping charges arising from exchanges returns, and cancellations.

Shipping times depend on the location we send it from an LTL carrier.  Furthermore, there are no guarantees whatsoever that your returned item will be received.  Hence, it is highly advisable that you purchase insurance and tracking for all returned items.

No worker or salespersons of Buy Ipe Direct is authorized to warranty any products sold.  We recognize only written agreements made by Buy Ipe Direct and signed by an authorized agent of Buy Ipe Direct. Every law regarding all sales, as stated in this contract, are under the jurisdiction of the State of Utah.

In the event of a dispute, arising from this agreement or the breach of the same, such disputes will be settled via negotiation, with the parties consenting initially to try in good faith to settle the dispute by mediation provided by the American Arbitration Association under its Commercial Mediation Procedures.  If this fail, the dispute shall be subjected to arbitration, litigation, or the applicable dispute resolution mechanism.

Authorized Agent(s)

Request an authorized agent for all authorization by writing to [email protected]  “Authorized Agents” do not include salespersons, employees, or affiliates working for or on behalf of Buy Ipe Direct.  All emails requesting authorization will be replied within a week, with an assigned authorized agent for your order included in such replies.

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