Refund Policy
Refund Policy
At ILAPure Timber, we are committed to delivering high-quality timber products that meet your expectations. In the rare event that a damaged item is delivered, we will replace it. Please ensure you notify us within 7 days of receiving the product and provide accurate proof of the damage via email at support@ilapuretimber.com.
Reporting Damaged Items
If your parcel arrives damaged, inform us within 2 days and include video proof of the unboxing process. Failure to do so will result in the company being unable to take responsibility for the damage.
Note: The customer must return the damaged item to us and will bear the shipping costs for the return.
Repair Costs and Minor Imperfections
- We reserve the right to estimate repair costs for damaged products. Customers will be notified of these costs before any repair work begins.
- Minor damages, such as superficial scratches or slight cosmetic imperfections, are not eligible for claims or refunds.
Order Cancellations
Orders cannot be canceled once they are in process. However, if a customer wishes to cancel an order, 25% of the order value will be deducted as a processing fee.
Replacement and Repair Timeline
The replacement or repair process may take approximately 15–30 working days.
Non-Returnable Policy
Our products are non-returnable and can only be replaced in the event of a damaged product being delivered. If you receive a damaged item, please contact us immediately at support@ilapuretimber.com.
We strongly encourage customers to thoroughly inspect the product at the time of delivery and report any issues immediately. Failure to do so within the specified timeframe may result in the inability to process a replacement.
Our Commitment
At ILAPure Timber, customer satisfaction is our priority. We are dedicated to resolving any concerns promptly and ensuring you are satisfied with your purchase. Thank you for choosing ILAPure Timber!