Return, Refund and Cancellation Policy

We want you to be satisfied with your purchase. Because many of our products are made from natural wood, manufactured to order, cut to specific dimensions, specially packed for shipment, or selected for a particular customer order, returns are subject to the conditions below. Please review this policy before placing your order.

This policy applies to purchases made through JMP Wood’s website, by phone, by email, and in store, unless JMP Wood provides different written terms for a specific order.

 

Return Eligibility

Most standard, return-eligible products may be returned if all of the following conditions are met:

1. The return request is submitted within 30 days after the order is delivered or picked up.
2. The product is unused, uninstalled, uncut, unaltered, unstained, unpainted, undamaged, and in original, resalable condition.
3. The product is returned in its original packaging, or in comparable protective packaging if the original packaging was damaged.
4. The return is approved by JMP Wood before the item is shipped back or brought back.
5. The return includes all required documentation, including the order number and any return authorization or instructions provided by JMP Wood.
6. The return includes all original packaging, parts, hardware, accessories, instructions, documentation, and any included or promotional items.
7. For in-store returns, the customer provides a receipt and valid identification showing current contact information.
8. The returned item is received by JMP Wood within the timeframe stated in the return approval instructions, unless JMP Wood agrees otherwise in writing.
   

JMP Wood reserves the right to inspect all returned items before issuing any refund, store credit, exchange, or replacement.

Returns sent without prior approval, without required documentation, outside the applicable return window, or in a condition that does not satisfy this policy may be refused.

 

2. How to Request a Return

To request a return, please log into your JMP Wood account and submit a return request for the applicable order.

The general process is:

1. Log into your account.
2. Go to “Orders.”
3. Select the applicable order.
4. Select the item and quantity you want to return.
5. Provide the reason for the return.
6. Submit the request for approval.
   

If your return is approved, JMP Wood will email you further instructions. Approval of a return request does not guarantee a refund. Refunds, credits, exchanges, and replacements remain subject to receipt and inspection of the returned item and compliance with this policy.

When shipping a return, please ensure that you include:

1. Your order number on or inside the package.
2. Any return authorization or return paperwork provided by JMP Wood.
3. Return tracking information, so JMP Wood can confirm when the return arrives.
   

For questions, you may contact JMP Wood at team@jmpwood.com.

 

3. Return Address

Unless JMP Wood provides different written instructions, authorized returns should be shipped or brought to:

JMP Wood
1100 Milik St
Carteret, NJ 07008

 

4. Non-Returnable Items

The following items are final sale and are not eligible for return, exchange, refund, or replacement, except where required by applicable law or expressly approved by JMP Wood in writing:

1. Custom products, replicated products, personalized products, special-order products, and made-to-order products.
2. Products that have been cut, machined, modified, selected, produced, or packaged for a specific customer order.
3. Products that have been installed, opened, used, cut, drilled, sanded, stained, painted, sealed, altered, damaged, or otherwise modified after delivery or pickup.
4. Clearance items.
5. Gift cards.
6. Items marked “Final Sale,” “Non-Returnable,” or similar language on the product page, checkout page, invoice, receipt, or promotion.
7. Partial returns of bundled offers or discounted sets, unless JMP Wood approves the partial return in writing.
   

Promotional pricing, coupon pricing, or sale pricing does not make an otherwise return-eligible item final sale unless the product page, checkout page, receipt, invoice, or promotion expressly states that the item is final sale or non-returnable.

 

5. Bundles, Promotions, Discounts and Free Shipping

Bundled or discounted sets must be returned as a complete bundle unless JMP Wood approves a partial return in writing.

If an order included any free item, promotional item, gift-with-purchase item, bundle discount, or similar benefit, the customer must return all associated items to receive a full refund. If the customer keeps any associated item, or if any associated item is missing, damaged, used, altered, or not returned in resalable condition, JMP Wood may deduct the retail value of that item and any related promotional adjustment from the refund.

If a return causes an order to no longer qualify for a promotion, discount, free-shipping offer, gift-with-purchase offer, or other special offer, JMP Wood may deduct or adjust the value of the promotion from the refund.

If an order received free shipping and a return reduces the value of the retained merchandise below the minimum purchase amount required for free shipping, JMP Wood may deduct from the refund the greater of $7.99, 10% of the original order subtotal, or the actual outbound shipping cost attributable to the order, to the extent permitted by applicable law.

JMP Wood is not required to apply promotional pricing, discounts, price drops, or sale pricing retroactively to orders placed before or after the applicable promotional period.

Custom products, clearance products, freight shipments, trade accounts, oversized items, and other excluded items may be excluded from promotions, discounts, and free-shipping offers.

 

6. Return Shipping and Packaging

Customers are responsible for all return shipping costs unless JMP Wood determines that the return is due to JMP Wood’s error or a covered defective, damaged, incorrect, or missing item.

Returned items must be packed securely to prevent damage during return transit. The customer is responsible for lost return packages and for items damaged during return shipping. JMP Wood recommends using an insured, trackable shipping method and retaining proof of shipment.

If a returned item is received damaged, incomplete, used, installed, altered, improperly packaged, or not in resalable condition, JMP Wood may refuse the return, reduce the refund, charge a restocking, handling, repair, or damage fee, or return the item to the customer at the customer’s expense.

Items damaged during return shipping may be denied a refund or may be subject to a restocking, repair, or damage fee. Damaged returns that are not eligible for refund may be shipped back to the customer upon request, with the cost of re-shipment being the customer’s responsibility.

Customers must comply with carrier packaging, size, and weight limits. If a returned package exceeds carrier limits, is refused by the carrier, or requires freight or special handling, the customer is responsible for any additional cost unless JMP Wood agrees otherwise in writing.

 

7. Restocking Fees and Non-Refundable Charges

Approved returns may be subject to a restocking fee of up to 20% of the item price.

JMP Wood may charge a higher restocking, handling, repair, or damage fee, up to 100% of the item price, for items that are returned damaged, incomplete, improperly packaged, oversized, freight-shipped, specially handled, altered, used, or not in resalable condition.

Original shipping charges, delivery charges, freight charges, handling charges, rush charges, processing charges, and upgraded shipping charges are non-refundable.

If a shipment is refused, rejected, undeliverable, or returned to sender, JMP Wood may treat the shipment as a return. Return shipping costs, original shipping costs, carrier charges, storage charges, and any applicable restocking, handling, or processing fees may be deducted from any refund.

 

8. Refunds

Refunds are issued only after JMP Wood receives and inspects the returned item and determines that the item satisfies this policy.

JMP Wood can only refund the original purchase price actually paid for the returned item, less any applicable deductions, fees, or adjustments under this policy. Shipping, delivery, freight, handling, rush, processing, upgraded shipping, installation, labor, and other related charges are non-refundable.

Approved refunds will be issued to the original payment method unless JMP Wood agrees to issue store credit or another form of credit. For cash purchases, JMP Wood may issue a corporate check or store credit.

Please allow up to three weeks after JMP Wood receives the returned item for inspection, processing, and refunding. Additional time may be required by banks, credit card companies, or payment processors.

If JMP Wood issues a refund, credit, or replacement before receiving or completing inspection of the returned item, JMP Wood reserves the right to reverse the refund, charge the customer, or withhold further credit if the item is not received, is received damaged, or does not satisfy this policy.

 

9. Damaged, Defective, Incorrect, or Missing Items

Please inspect all items immediately upon delivery or pickup and before installation, cutting, drilling, sanding, staining, painting, sealing, finishing, or other alteration.
Claims for damaged, defective, incorrect, or missing items must be reported to JMP Wood within 7 days after delivery or pickup. Claims submitted after that period may be denied.

To report an issue, please email JMP Wood at team@jmpwood.com and include:

1. Your order number.
2. A description of the issue.
3. Clear photos of the entire item.
4. Clear photos of the packaging, shipping label, product label, model number, and any visible damage or claimed discrepancy.
5. For size or measurement issues, photos showing the relevant measurement.
   

If shipping damage is suspected, all packaging and damaged items must be kept for inspection by JMP Wood and the shipping carrier. Do not discard packaging until the claim is resolved.

For freight shipments, visible shipping damage must be noted with the freight carrier at delivery and reported to JMP Wood within 7 days after delivery. Failure to note visible freight damage with the carrier or to preserve the packaging may limit JMP Wood’s ability to file a claim or provide a resolution.

If JMP Wood determines that an item was damaged in shipment, defective, missing, or incorrect due to JMP Wood’s error, JMP Wood may, in its discretion, repair the item, replace the item, provide replacement parts, issue store credit, issue a refund, or arrange another commercially reasonable resolution.

JMP Wood may require the original item to be returned before providing a refund, credit, exchange, or replacement. If JMP Wood requests return of the original item and the item is not returned, JMP Wood may reverse the refund, charge the customer for the replacement, or withhold further credit.

No refund, exchange, credit, or replacement will be provided for any item that has been installed, cut, drilled, sanded, stained, painted, sealed, finished, altered, used, or otherwise modified before the issue was reported, except where required by applicable law or expressly approved by JMP Wood in writing. Installed items are considered accepted.

 

10. Customer Ordering Errors

Customers are responsible for reviewing all product selections, quantities, dimensions, measurements, wood species, profiles, finishes, shipping addresses, compatibility, and order details before placing an order.

If the customer orders the wrong item, size, species, profile, quantity, finish, or shipping address, JMP Wood may, in its discretion, allow a return or exchange only if the item is otherwise return-eligible under this policy. The customer will be responsible for return shipping, any replacement shipping, any price difference, and any applicable restocking, handling, or processing fees.

JMP Wood is not responsible for installation, removal, labor, contractor charges, project delays, incidental expenses, or other costs resulting from customer ordering errors.

 

11. Cancellations and Order Changes

To request a cancellation or order change, email JMP Wood as soon as possible at team@jmpwood.com.

Cancellation and change requests are not guaranteed. JMP Wood may be unable to cancel or change an order once processing, picking, packing, production, customization, cutting, machining, special ordering, freight preparation, or shipment preparation has begun.

Custom products, replicated products, personalized products, special-order products, and made-to-order products may not be canceled once work has begun.

Approved cancellations are subject to a 5% processing fee. JMP Wood may waive the processing fee if the customer accepts a refund by store credit or gift card.

Additional restocking, handling, material, labor, or processing fees may apply if items have already been picked, packed, prepared for shipment, ordered, customized, cut, machined, manufactured, or otherwise processed.

Order changes are not effective unless confirmed in writing by JMP Wood.

If cancellation is not possible, the customer may request a return after delivery or pickup. Standard return rules apply.

 

12. Shipping Address Errors and Undeliverable Orders

Customers are responsible for providing a complete and accurate shipping address at the time of order.

If a customer provides an incorrect shipping address, the customer must contact JMP Wood immediately. JMP Wood may be able to change the address only if the order has not yet shipped.

JMP Wood is not responsible for carrier delays, failed delivery, misdelivery, returned shipments, additional shipping charges, or replacement costs resulting from an incorrect or incomplete shipping address provided by the customer.

Items returned to JMP Wood because of an incorrect address, failed delivery, refusal, or return to sender may be subject to additional shipping charges, return shipping charges, carrier charges, storage charges, and applicable restocking or processing fees.

 

13. Natural Wood Characteristics and Product Images

Wood is a natural material. Color variation, grain variation, mineral streaks, knots, checking, minor surface variation, and differences between product photos, computer renderings, samples, and the actual product are normal and are not defects unless JMP Wood determines that the item fails to meet JMP Wood’s applicable product specifications.

Some product photos may be computer renderings. Wood grain patterns and appearance of actual products may differ from renderings, photos, samples, and screen displays because of natural wood variation, production methods, lighting, and monitor or device settings.

Unless specifically stated otherwise, JMP Wood products are supplied unfinished, sanded, and ready to be painted or stained.

Unless specifically stated otherwise, JMP Wood products listed on the website are intended for interior use only. JMP Wood may be able to manufacture certain products for outdoor use upon request, but outdoor use must be approved by JMP Wood in writing for the applicable order.

JMP Wood is not responsible for issues caused by improper storage, moisture, jobsite conditions, outdoor exposure, temperature, humidity, installation, finishing, staining, painting, sealing, maintenance, misuse, or use inconsistent with the product’s intended purpose.

Natural material variation, color variation, grain variation, finish variation, and differences between actual products and photos, renderings, samples, or screen displays are not eligible for return under “defective” claims.

 

14. Installation, Labor and Project Costs

JMP Wood manufactures and sells products. JMP Wood does not provide installation or repair services unless expressly agreed in writing.

JMP Wood is not responsible for installation costs, removal costs, reinstallation costs, contractor charges, labor charges, project delays, lost time, lost profits, incidental damages, consequential damages, or other costs arising from a returned, delayed, damaged, defective, incorrect, missing, or customer-ordered item, except where required by applicable law. JMP Wood’s responsibility is limited to the original purchase price actually paid for the applicable item, except where required by applicable law.

Customers must inspect all items before installation or alteration. Installation or alteration of an item constitutes acceptance of the item.

 

15. Policy Updates

JMP Wood may update this policy from time to time. The policy posted on JMP Wood’s website at the time of purchase will apply to that purchase unless JMP Wood states otherwise in writing or applicable law requires otherwise.

 

16. Legal Rights

This policy applies to the fullest extent permitted by law. Nothing in this policy limits any rights a customer may have under applicable law that cannot be waived or limited by agreement.

JMP Wood reserves the right to refuse returns, refunds, credits, exchanges, replacements, or cancellations that do not satisfy this policy.