Returns & Refund Policy

Because trim is milled to order, this policy distinguishes between stocked catalog profiles and custom work.

Our error or transit damage

If an order arrives damaged, short, or does not match the confirmed profile, species, finish or dimensions, contact us within 5 business days of delivery with photographs and your order reference. We will remake the affected pieces or issue a refund for them, and we cover return freight where a return is needed. This applies to custom work as well.

Catalog profiles — change of mind

• Requests must be made within 14 days of delivery.
• Material must be unused, unfinished, uncut and in resalable condition, in its original bundling.
• A restocking charge of 25% applies, and return freight is the customer's responsibility.
• Refunds are issued to the original payment method once the return is inspected.

Custom and made-to-order work

Custom profiles, custom species or finish combinations, cut-to-length orders and matched reproductions cannot be returned for change of mind, because they cannot be resold. They are covered by the error and damage terms above.

Not covered

• Natural variation in colour, grain and character marks, and normal movement of wood with humidity.
• Material that has been cut, installed, sanded, painted or finished after delivery.
• Damage from improper storage, handling or installation.
• Installation labour, finishing costs or other costs beyond the price paid for the goods.

How to start a return

Email info@vertexartconsulting.com or call +1 209-580-5798 with your order reference and photographs. Do not ship anything back before we issue a return authorization; unauthorized returns may be refused.

Refund timing

Approved refunds are processed within 10 business days of inspection. The time for funds to appear depends on your bank or payment method.