Return Policy
If you need to return products to Log Home Resource Center, we will make it easy. Please review our following Return Policy, and call us if you have questions.
Prior Authorization
Prior to returning the product and no later than 30 days after the original invoice date, you must contact us for authorization of the return. If the product is returnable, we will (1) issue a Return Product Authorization (RPA) number for your return, and (2) send you a Refund Request Form to be completed and submitted with the product(s) that you are returning. Returns without an RPA number will not be accepted.
Returnable Products
Returned items must be in new, unopened, resalable condition. Damaged (dented, scratched, rusty, dirty, etc.) products or containers are not resalable, and therefore are not returnable. We cannot accept returns for stain, caulk or chinking that have not been protected from freezing temperatures. Wood products, custom orders, and used tools are not returnable.
Deadline for Returns
To be eligible for a refund, returned products, including the completed Refund Request Form (with RPA number) and a copy of the original invoice, must be received at our store no later than 60 days after the original invoice date. Returns after 60 days will not be accepted.
Return shipping cost
The freight cost of shipping returned products to Log Home Resource Center is the responsibility of the customer returning the products.
Refund Amount
For products that have been properly and timely returned, the amount of the refund will be the product price on the original invoice, plus any sales tax thereon, less the following:
a. Restocking Fee in the amount of 15% of the original product cost. This fee may be
waived if returned products are exchanged for other products.
b. In addition to the Restocking Fee, a Broken Case Fee, if applicable, in the amount of 10% of the original cost of products being returned when those products were purchased in a case, but less than a case is being returned.
c. For returned products that had been shipped to customer under our Free Freight program, our shipping costs to customer will be deducted from the return amount.
d. If a Free Shipping order is refused upon delivery, customer will be responsible for the shipping costs to customer’s location and back to our warehouse.
Refund method
Credit for the net refund amount will be issued in the form of the original payment or applied to your account, at the choice of the customer.
Other Conditions
Shipping cost on the original invoice is not refundable. Costs to return product, including any cost of damage or loss, is the responsibility of the customer returning the product. Each box, container or package of returned product must have the RPA number clearly marked on it. If returned product is being shipped by a freight carrier, the cost of such shipment, including insurance and any related shipping cost, must be prepaid by the customer. We do not accept COD shipments.
If return is due to our mistake
If we did not send the product that you ordered, please call us as soon as you receive it. We will promptly correct the error, and ship the correct product to you. Of course, in that case, we would pay the shipping cost of returning the wrong product to us, as well as the cost of shipping the correct product to you.
How to avoid a common reason for returns—Test sample stain colors first
The stain on a log home is the product with the greatest impact on the appearance of a log home. Choosing the right stain color is not as easy as most people think. For one thing, colors can have a different look on a computer screen than in person. More importantly, the appearance of a particular color of stain can vary significantly depending on the logs being stained. Factors that affect the appearance of a stain color include species of wood, texture of the log surface, method of preparation of the log surface, etc. Before you purchase a particular color of log stain, we highly recommend that you request samples of several colors of the product from us, thoroughly mix the stain samples before use, and apply them on a small area of your home that has been cleaned and prepped in the same way that you intend to prep the entire home prior to staining. This simple step will take the guesswork out of stain color selection by allowing you to know how each sample stain color would really look on your home. We carry free samples of many of our log stains, and will be happy to send samples of the colors that you want to test.