Return Policy

Custom Milled and Special Orders Products

Custom milled and special order products are not eligible for return and are non-refundable. Damaged or defective products are eligible for exchange within 30 days of fulfilment if the product is unused and in the same condition that you received it. 

In-Store Purchases and In-Store Pick-Ups - Returns and Exchanges 

Returns and exchanges are accepted within 30 days of purchase for stock items. If 30 days have passed since your purchase, we cannot offer a refund or exchange.  

To be eligible for a return or a replacement, your item must be: 

  • Unused and in the same condition that you received it; 
  • In the original packaging (if applicable); 
  • Accompanied by the receipt or proof of purchase for that order. 

Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted (if applicable): 

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error; 

Local Delivery – Returns and Exchanges 

Returns and exchanges are accepted within 30 days of purchase for stock items. If 30 days have passed since your purchase, we cannot offer a refund or exchange. 

To return products that were delivered on The WoodSource trucks, please call the store to schedule a pick up. Once items have been received and inspected, we’ll send an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original method of payment. 

Local delivery charges apply for returns and will need to be paid in advance of scheduled pick up (or will be deducted from the return amount). 

To exchange a damaged or defective product, please contact the sales team to make arrangements.  

Courier Shipped - Returns and Exchanges 

Returns and exchanges are accepted within 30 days of purchase for stock items. If 30 days have passed since your purchase, we cannot offer a refund or exchange. 

To be eligible for a return or a replacement, your item must be: 

  • Unused and in the same condition that you received it; 
  • In the original packaging (if applicable). 

To return a courier-shipped order, please email [email protected] with the order number and list of products to be returned. Please wait for a confirmation email before securely packaging products and sending to: 

The WoodSource
Attention: Online Orders
6178 Mitch Owens Rd
Manotick ON
K4M 0V2 

Once items have been received and inspected, we’ll send an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original method of payment. 

All costs of a return including courier and packaging costs are the responsibility of the purchaser. The costs of returning the product will not be refunded. 

We only exchange items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at [email protected] with photos of the defective or damaged product. Upon receipt of the email, we’ll advise you of the next steps.