All sales are final. No returns, exchanges or credits. Deposits on any custom orders, including flooring, are non-refundable.
Old Wood Delaware provides regional white glove delivery service for items sold in our retail location, which means that our shippers will carry the furniture into any room of your home on the first floor and will assemble the furniture. All deliveries are subject to a delivery fee that will be calculated based on mileage and the number of pieces delivered.
We will cover any damages to merchandise and property associated with transit and delivery errors that are within Old Wood Delaware’s control. However, we will not cover any damages to furniture or property for pieces delivered that do not have an adequate and reasonable amount of space to enter the home through a valid entry way (I.E. we will not deliver furniture through windows).
As always customer satisfaction is our primary concern. Therefore, there is some flexibility in our policy, if you request a delivery to the lower level of or the second floor of your home, we may provide a liability waiver for any damages that may occur to merchandise purchased and/or property on site. Our staff has the right to refuse service that is beyond the scope of white glove delivery service, should they determine it unreasonable or unsafe. If a problem with the delivery of an item ensues, and you have asked our staff to go above and beyond what is considered the scope of white glove service, Old Wood Delaware is not liable for any damage to property or merchandise.
Damage & Repairs
At Old Wood Delaware, we take pride in the exceptional quality and craftsmanship of our products. Our attention to detail in construction, design and material is unwavering, and so is our commitment to our customers’ satisfaction. We will cover all material manufacturing defects within a 12 month period. "Are these cracks in my piece normal?" The answer is yes. Here at Old Wood Delaware, we think of them as wrinkles in a cotton shirt. It proves the timber is real. Reclaimed wood is a natural and imperfect material. Its personality lies in its complex grain and can be unpredictable. It is greatly affected by moisture, humidity, light exposure and fluctuation in temperature. Exposing the table to direct sunlight may cause the finish to fade or could even cause severe splits in the wood. Our time - honored construction techniques ensure this product's durability by allowing for the natural expansion and contraction that occurs in solid wood. Variations in rustic finishes, including worn edges, uneven planks, natural surface cracks, dents and nicks are not considered defects- but rather desired character traits that are inherent in reclaimed wood. Please maintain a suitable environment for your piece. If it is determined by Old Wood Delaware that the defect has been caused by misuse or exposure to unsuitable conditions Old Wood Delaware will repair the product, however, you will be billed for the expenses associated with pick up, shop time and redelivery. For the elimination of doubt, Old Wood does not cover issues related to cracking or swelling if it is determined that the product has been subject to prolonged exposure to unfit conditions. Unfit conditions are defined as relative humidity levels outside the range of 45%-60% and temperatures outside the range of 65-75 degrees.
For the avoidance of doubt the points below are not defined as a manufacturing defect:
- Any condition resulting from the incorrect or inadequate maintenance, cleaning, or care, or commercial use (including rental use).
- Any condition resulting from other than ordinary residential wear or from any use for which the product was not intended.
- The use of this product for rental use or for use in business or institutions or other heavy-duty applications.
- The matching of color, grain or texture of wood.
- Customer Modifications of any kind.
- Surface cracks, chips or splits that do not affect the structural integrity of the item. For the avoidance of doubt cracks under 1/8thof an inch that develop are not considered structural damage. Minor cracks and chips in the finish are not considered manufacturing defects.
Apart from offering products that are manufactured locally by our craftsman, we offer unique and high-quality furniture and accessories provided by boutique manufacturers from around the world. All of our furniture is constructed from solid wood, which is susceptible to changes in its condition based on its environment and its inherent variations. While we work with some of the highest quality manufacturers in the industry each vendor provides a different level of warranty. Unfortunately, we are not able to provide a 12 month guarantee for all of our outside vendors’ products. However, our guarantee to you as a customer is that we will make a sincere effort to recoup as much value as we can from the manufacturer of your piece. If we are unable to recoup any coverage from the vendor and Old Wood has the ability to repair the item, we will do so at a discounted rate.