Return & Refund Policy
Last Updated: November 21, 2025
At Kingma Lumber, we want you to be completely satisfied with your purchase. This Return & Refund Policy outlines the conditions under which returns and exchanges may be accepted.
1. OVERVIEW
1.1 All returns and refunds are subject to management approval and are handled on a case-by-case basis at the sole discretion of Kingma Lumber management.
1.2 This policy applies to all purchases made at Kingma Lumber, whether in-store or online.
2. GENERAL RETURN POLICY
2.1 MANAGER DISCRETION
All returns are subject to approval by a Kingma Lumber manager. We reserve the right to accept or deny any return request based on the condition of the item, the nature of the purchase, and the circumstances of the return.
2.2 TIME FRAME
Return requests should be made within 30 days of purchase. Returns requested after 30 days are subject to additional scrutiny and may be denied.
2.3 PROOF OF PURCHASE
A valid proof of purchase (receipt, order confirmation, or invoice) is required for all returns and exchanges.
3. NON-RETURNABLE ITEMS
The following items are NOT eligible for return or refund under any circumstances:
3.1 ALTERED ITEMS
• Any items that have been cut, trimmed, shaped, sanded, stained, painted, or altered in any way
• Lumber that has been custom-cut to size
• Products that have been modified or customized
• Materials that have been installed or used in any project
• Items with removed tags, labels, or markings
3.2 SPECIAL ORDERS
• Custom orders placed specifically for a customer
• Special-order items not typically stocked
• Products ordered from suppliers on behalf of customers
3.3 CLEARANCE AND SALE ITEMS
• Items marked as clearance, final sale, or as-is
• Discounted products sold below cost
• Closeout merchandise
3.4 OTHER NON-RETURNABLE ITEMS
• Gift cards
• Consumable products that have been opened or used (glues, finishes, oils, stains)
• Safety equipment and protective gear that has been opened
• Books, plans, and instructional materials that have been opened
• Electrical items that have been installed or used
4. CUSTOM-MADE ITEMS (NON-REFUNDABLE)
4.1 All custom-made items are final sale and are not eligible for return, refund, or cancellation under any circumstances once the order is placed. This includes, but is not limited to, custom furniture, built-ins, installations, and any product made to a customer's specifications.
4.2 Custom items are made from real wood and may have natural variances in grain, color, texture, and movement. Dimensions may vary by up to 1.5 inches in any direction due to natural wood characteristics and construction methods, and such variances are not considered defects.
4.3 All custom items are reviewed by our internal team, and Kingma Lumber's quality control will determine whether any variance or issue falls within our brand standards. If QC determines the item meets our standards, no refund, remake, or discount will be provided.
4.4 Once a custom order is placed, materials are pulled and production is scheduled. As a result, custom orders cannot be cancelled or refunded, and any deposits paid on custom orders are strictly non-refundable, even if the order is cancelled before completion or delivery.
5. ELIGIBLE RETURNS
5.1 UNCUT LUMBER
Uncut lumber in original condition may be eligible for return or exchange, subject to the following conditions:
• Lumber must be in the same condition as when purchased
• No cuts, notches, holes, or modifications of any kind
• Lumber must be clean and undamaged
• Original purchase receipt must be provided
• A restocking fee of 20% may be applied
• Return must be approved by management
5.2 UNUSED GOODS
Other products and goods may be eligible for return or exchange if:
• Items are in original, unopened packaging
• Products are unused and in resaleable condition
• All original tags, labels, and documentation are intact
• Items are free from damage, dirt, or wear
• Original receipt is provided
• Manager approval is obtained
• A restocking fee of 20% may be applied
6. EXCHANGES
6.1 PRODUCT EXCHANGES
Exchanges may be available for:
• Uncut lumber of equal or greater value
• Unused goods in original packaging
• Defective products (see Section 7)
6.2 EXCHANGE PROCESS
• Bring the item and original receipt to our store location
• Speak with a manager to request an exchange
• If approved, exchange will be processed for an item of equal or greater value
• If exchanging for a higher-priced item, customer pays the difference
• Credit will not be issued for exchanges to lower-priced items
7. DEFECTIVE OR DAMAGED PRODUCTS
7.1 MANUFACTURING DEFECTS
If you receive a product with a manufacturing defect:
• Notify us within 48 hours of purchase or delivery
• Provide photos and description of the defect
• Do not alter or modify the defective item
• Management will assess the claim and determine appropriate action
• Approved claims may result in replacement, repair, or refund at our discretion
7.2 SHIPPING DAMAGE
For items damaged during shipping:
• Inspect all deliveries immediately upon receipt
• Report any damage to the delivery driver and our staff before the driver leaves
• Damage claims made after delivery acceptance may not be honored
• Photos of damaged items and packaging must be provided
7.3 NATURAL WOOD CHARACTERISTICS
Please note:
• Variations in wood grain, color, texture, knots, and figure are natural characteristics and NOT considered defects
• Wood may expand, contract, warp, or change color due to environmental conditions - this is not covered under any return or warranty policy
• Customers are responsible for inspecting lumber before purchase and before cutting or using
8. REFUND PROCESS
8.1 APPROVED REFUNDS
If a return is approved by management:
• Refunds will be issued to the original payment method
• Processing time: 7-14 business days
• A restocking fee of 20% may be deducted from the refund amount
• Shipping charges are non-refundable
• Customer is responsible for return shipping costs unless the item was defective or we made an error
8.2 STORE CREDIT
In some cases, management may offer store credit instead of a refund:
• Store credit does not expire
• Store credit is non-transferable
• Store credit cannot be redeemed for cash
9. RESTOCKING FEE
9.1 A restocking fee of 20% may be applied to approved returns to cover handling, inspection, and processing costs.
9.2 The restocking fee is at management's discretion and may be waived in cases of defective products or store error.
10. RETURN PROCEDURE
10.1 IN-STORE PURCHASES
To initiate a return for in-store purchases:
1. Bring the item and original receipt to our Edmonton location
2. Speak with a manager about your return request
3. Manager will inspect the item and review the circumstances
4. If approved, return will be processed
5. Refund or exchange will be provided per the manager's decision
10.2 ONLINE PURCHASES
To initiate a return for online purchases:
1. Contact us at info@kingmalumber.ca within 30 days of delivery
2. Provide your order number, item details, and reason for return
3. Include photos of the item if applicable
4. Wait for management approval before returning any items
5. If approved, you will receive return instructions
6. Ship items back at your expense (unless defective or our error)
7. Refund will be processed upon receipt and inspection
11. CUSTOMER RESPONSIBILITIES
11.1 Customers are responsible for:
• Inspecting all products at the time of purchase or delivery
• Verifying quantities, sizes, and specifications before leaving the store or accepting delivery
• Storing products properly to prevent damage
• Determining product suitability for intended use
• Understanding that lumber is a natural product subject to variation
• Requesting management approval before returning any items
12. KINGMA LUMBER RESERVES THE RIGHT TO:
• Refuse any return that does not meet the conditions of this policy
• Determine the appropriate resolution for approved returns (refund, exchange, or store credit)
• Apply restocking fees at management discretion
• Modify this Return & Refund Policy at any time
• Limit quantities or refuse service to anyone
• Make final decisions on all return requests
13. EXCLUSIONS AND LIMITATIONS
12.1 Kingma Lumber is not responsible for:
• Projects that do not turn out as expected
• Excess materials purchased by the customer
• Products that are no longer needed for a project
• Changes in project plans or designs
• Incorrect measurements or calculations by the customer
• Products damaged after purchase due to improper storage or handling
• Wood movement, warping, or color changes after purchase
13. FINAL SALE ITEMS
13.1 Items marked as "Final Sale," "As-Is," "Clearance," or with similar designations are sold without any right of return or exchange.
13.2 All sales of final sale items are final and non-refundable, regardless of circumstances.
14. MEMBERSHIP PURCHASES
14.1 Items purchased with membership discounts are subject to the same return policy as regular purchases.
14.2 If a membership discount was applied to a returned purchase, the refund will reflect the discounted price paid.
15. CONTACT INFORMATION
For questions about our Return & Refund Policy or to request a return, please contact:
Kingma Lumber
Edmonton, Alberta, Canada
Email: info@kingmalumber.ca
Website: www.kingmalumber.ca
For return requests, please speak with a manager in-store or contact us via email.
16. IMPORTANT REMINDERS
• All returns require manager approval - there are no automatic returns
• Altered items cannot be returned under any circumstances
• Inspect products carefully before cutting, modifying, or using them
• Uncut lumber and unused goods may be eligible for exchange
• Keep your receipt for all purchases
• Contact us within 30 days if you wish to request a return
• We reserve the right to make final decisions on all return requests
Thank you for shopping at Kingma Lumber. We appreciate your business and will work with you to resolve any legitimate concerns about your purchase.