Return Policy

Hometowne Lumber Return Policy

Effective July 2026

All product returns and refunds are governed by the guidelines outlined below.

General Return Requirements

To qualify for a refund or product exchange, all items must meet these basic criteria:

Resalable Condition: Materials must be completely unaltered from their original manufacture state. We cannot accept items with saw cuts, nail holes, scuffs, dirt, warping, or damaged packaging.
Proof of Purchase: A valid sales receipt or invoice is required for every return.
Original Packaging: Items originally purchased in complete bundles, cartons, or pre-packaged sets must be returned intact.
Pre-Installation Inspection: Customers must inspect all materials before installing them. Hometowne Lumber is not liable for labor costs regarding the removal or reinstallation of defective products.

Refund Payment Methods

Approved refunds are issued back to the original form of payment, with the following exceptions:

Cash Purchases: Refunded via company check, depending on the total dollar amount. Check refunds may take up to 14 business days to process.
Check Purchases: Refunded exclusively via company check. Please allow up to 14 business days for delivery.
Gift Cards: Refunded directly as store credit.
Credit Card Purchases: Refunded via card used in store applied back to customer card.

Standard Inventory (Stock Items)

Regularly stocked products are subject to a strict return timeline:

Within 45 Days: Eligible for a full refund or exchange with a valid receipt and MANAGER / TEAM MEMBER APPROVAL.
Over 45 Days: NO returns, exchanges, or credits will be accepted after 45 days from the purchase date.
Building Materials: Items can be returned that are NOT damaged, cut, faded, warped, unwrapped, etc. They must be in sellable condition to be accepted as a return.

Non-Returnable & Final Sale Items

The following products are custom-ordered or packaged specifically for individual projects and cannot be returned or refunded:

Special Order (SO) Products

Special orders include any non-stock items brought in specifically for your project.

Delivery Timeline: Our policy requires special order items to be invoiced and delivered within two weeks of arriving at our warehouse.
Vendor Restrictions: Return eligibility depends entirely on the manufacturer's policy. If a vendor accepts a return, a restocking fee will apply. Your credit will be issued only after Hometowne Lumber receives credit from the vendor. Freight fees are non-refundable.
Custom Products: Tailor-made special orders are entirely non-returnable unless the product fails to meet your ordered specifications or arrives damaged.

Kitchen & Bath Specific Terms

Reporting Window: Any product defects, shipping damage, or layout errors must be reported within 30 days of the product arriving at our warehouse.
Eligible Returns: Non-cabinet and non-countertop special orders must be returned within 21 days of warehouse arrival.

Jobsite Returns & Pickup Fees

Inspection Requirement: A Hometowne Lumber team member must personally inspect all items and complete a return authorization form before any credit is approved.
Trip Fees: A pickup fee applies if we dispatch a vehicle solely to retrieve your returned items. This fee is waived if the pickup occurs simultaneously with scheduled material delivery to the same jobsite. The fee is $35.00, unless you are out of area, add $2.00 per mile after initial fee.
Jobsite Preparation: To ensure a safe and efficient pickup, materials must be consolidated in one accessible location, protected from weather, neatly stacked by product type, and placed on blocking for forklift or boom operation. We may request a photo of the stacked material before scheduling our truck.

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