Welcome to Redwood Outdoors. When you purchase a product from us, you are subject to the following terms and conditions. We advise you read these terms and conditions carefully prior to purchasing. By completing a purchase you agree to be bound by these terms.
RETURNS AND EXCHANGES
All our products are carefully checked for quality prior to shipping and delivery. If a product contains a manufacturing fault or defect, Redwood Outdoors will replace either the whole unit or the defective part thereof, at our sole discretion. Since all units are made to order, we cannot accept exchanges or returns due to a change of mind, production delays, or shipping delays. Once payment is received, the order is final. Please make sure to do all necessary research before confirming your order. Please do not send your purchase back to the manufacturer. Returned items will not be accepted.
REFUNDS AND CANCELLATIONS
Since each unit is produced on a made-to-order basis we cannot accept cancellations for any reason. All sales are final. If your product contains a manufacturing fault or defect, we will offer to exchange either the whole unit or the defective part thereof, at our sole discretion. We are unable to offer refunds under any circumstances.
Your order will be shipped via third-party freight networks for delivery in United States. Approximately 80% of our orders are shipped with ABF Freight, however the freight carrier varies depending on your delivery Zip code.
We will communicate your shipping details to you via email as soon as the product ships. Once products have been shipped, they become the property and responsibility of the buyer. If a product arrives damaged by the transporter or is lost in transit, it is the buyer's responsibility to liaise with the shipping company. No refunds or replacements will be given for products damaged by the transporter.
Your shipping address will be clearly stated in your order confirmation email. Please ensure you have entered your shipping address correctly, as once the product has been shipped we may not be able to alter the delivery address. In cases where shipments need to be re-routed or re-shipped, any additional transport fees will be charged to the customer.
If you will be away and unable to receive the goods on your scheduled delivery date, we recommend making arrangements for someone to receive the delivery on your behalf. Any re-delivery or storage fees will be charged to the customer.
ABF Freight operates over 300 depots nationwide and each final-mile depot operates its own unique fleet of trucks. For this reason Redwood Outdoors cannot know in advance the size or class of truck that will be making your final delivery. Because delivery truck size and individual property access can vary so significantly, the only delivery type we can guarantee is "curbside delivery".
All of our outbound shipments are booked as "curbside delivery" and our delivery fees are based on this class of delivery. This means the crate will be delivered safely to curbside in front of your property. Our crates do not contain any single pieces heavier than 60 lbs, so they can be unloaded easily by hand. 2 people working together can manually unload and move the contents of a crate in about 30 minutes.
DELAYS TO PRODUCTION
Please understand that from time to time we may encounter production delays. Our units are produced on a made-to-order basis and each unit is crafted individually. Due to our bespoke production method, you may experience longer than expected production times. We cannot offer any compensation or refund should you experience production delays. Typical production time is 4 weeks from when the order is received.
All pricing is listed in United States Dollars (USD) and applicable sales tax will be added at checkout. Redwood Outdoors reserves the right to change prices at our discretion and without notice.
Our Harvia electric sauna heaters come with a 5 year warranty on parts and labour. Our wood fired hot tub stoves come with a 1 year manufacturers guarantee on materials and workmanship. These warranties not cover issues resulting from customer damage, installation errors or misuse. We offer a warranty against manufacturing defects on our all wood products. If your product contains a manufacturing fault or defect, we will offer to exchange either the whole unit or the defective part thereof, at our sole discretion.
Because wood is a natural product we cannot take responsibility for natural wear and degradation that may occur over time. Life expectancy of our wood products varies depending on your choice of lumber, how you care for the wood, your local climate and where on your property you located the unit.