Return & refund policy
Last updated: September 12, 2026
Currency: USD
Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
Noirwd wants customers to understand the return process before placing an order.
This Return & Refund Policy explains when an eligible product may be returned, what condition it must be in, how to request Return Authorization, who is responsible for return shipping, how exchanges work, and when approved refunds are processed.
This policy applies to eligible purchases made directly through Noirwd and delivered to the regions listed above.
1. 30-Day Return Window
Customers may request an eligible return within:
30 calendar days from the carrier-confirmed delivery date.
The return period begins on the date the carrier marks the shipment as delivered.
A return request must be submitted to Noirwd and approved before the product is sent back.
Do not ship a product back without receiving Return Authorization (RA) and written return instructions.
Unauthorized returns may be refused.
2. Returns We Accept
Eligible returns generally fall into two categories.
Product Issue Returns
You may contact Noirwd if the product:
Arrived damaged
Is defective
Is the wrong item
Is missing required parts or components
Change-of-Mind Returns
You may also request an eligible return within 30 days because:
The product does not fit your space
You do not prefer the style
You changed your room layout
You would prefer another product
You no longer need the product
Different shipping-cost rules apply depending on the reason for the return.
3. Change-of-Mind Return Condition
For a standard change-of-mind return, the product must generally be:
Unused
Unassembled
Unmodified
Clean
Free from customer-caused damage
Complete with all required parts
Complete with all hardware
Complete with manuals and accessories
Safely packaged for return transportation
Reasonable unpacking for inspection does not automatically make an item ineligible.
However, assembly, modification, installation, or customer-caused damage may affect eligibility.
4. Conditions That May Make a Change-of-Mind Return Ineligible
A product may not qualify for a standard change-of-mind return if it has:
Scratches caused after delivery
Dents caused by the customer
Stains
Odors
Pet hair
Drilled holes
Refinishing
Added glue
Missing hardware
Missing required parts
Customer modifications
Installation-related changes
Other customer-caused damage
If you believe a condition existed when the product arrived, contact Noirwd before making further changes to the item.
5. Furniture Must Remain Unassembled for Change-of-Mind Returns
For a standard preference-based return, furniture should remain unassembled unless Noirwd provides different instructions.
Assembly may make it difficult to determine whether marks, damage, or structural changes occurred before or after delivery.
If you notice damage, missing components, or another issue while unpacking, stop assembly where practical and contact Noirwd.
6. Natural Characteristics of Solid Wood
Noirwd works with solid wood.
Natural wood does not have the exact same appearance from one piece to another.
Reasonable characteristics such as the following are not considered defects when they are consistent with the product description:
Natural grain
Tone variation
Knots
Mineral streaks
Organic texture
Natural surface character
These variations are part of the natural material.
The exact grain, tone, and markings of the product you receive may therefore differ somewhat from product photography.
7. Product Photography and Color
Wood appearance may also be affected by:
Room lighting
Camera settings
Screen brightness
Monitor calibration
Mobile-device displays
Viewing angle
Minor differences caused by natural wood variation or display conditions do not automatically qualify as defects.
If the product is materially different from its listing, contact Noirwd so we can review the issue.
8. Damaged or Defective Products
We recommend reporting visible damage, defects, or missing components within:
72 hours after delivery
whenever reasonably possible.
Prompt notice helps us review shipping damage and packaging conditions.
The 72-hour recommendation does not replace the applicable 30-day return period or mandatory consumer rights.
9. Information Needed for a Damage or Defect Claim
When reporting damaged, defective, incorrect, or incomplete merchandise, please provide:
Order ID
Clear photos of the product
Photos of the outer shipping box
Photo of the shipping label
Photos of the inner packaging
Brief description of the issue
Video may also be useful where the problem involves movement, stability, fit, or another functional issue.
Please keep the product and packaging until Noirwd confirms the next step.
10. Keep the Packaging
Do not discard the shipping carton or protective materials immediately if the product arrives damaged or incomplete.
Packaging may help us:
Understand where damage occurred
Review carrier handling
Verify missing components
Arrange an authorized return
Support a carrier claim
Keep the packaging until your case has been reviewed whenever reasonably possible.
11. Resolutions for Damaged or Defective Products
After reviewing the information provided, Noirwd may offer an appropriate resolution such as:
Replacement part
Replacement product
Return for refund
Another reasonable solution appropriate to the issue
The available resolution depends on:
Nature of the problem
Product condition
Availability of replacement parts
Product availability
Other relevant circumstances
12. Return Shipping for Product Issues
If Noirwd confirms that an eligible return involves:
Shipping damage
A verified defect
An incorrect product
Missing required components caused by fulfillment error
Noirwd will cover approved return shipping.
Please wait for written return instructions before shipping the item.
Return shipping arranged independently without authorization may not be reimbursed.
13. Return Shipping for Change-of-Mind Returns
For an eligible change-of-mind return, the:
Customer is responsible for return shipping costs.
This applies to reasons such as:
Product no longer wanted
Style preference
Room-layout change
Size or fit preference
Preference for another product
Please obtain Return Authorization before arranging transportation.
14. Original Outbound Shipping
For a standard change-of-mind return:
Original outbound shipping charges are non-refundable.
This applies unless applicable law requires otherwise.
If a return results from a verified Noirwd error, defective product, damaged product, or incorrect shipment, outbound shipping may be handled differently depending on the circumstances.
15. No Restocking Fee
Noirwd does not charge a standard restocking fee for an eligible authorized return.
There is no separate standard fee simply for processing an eligible return.
This does not prevent an appropriate adjustment where permitted by law if a returned item:
Has customer-caused damage
Is missing required components
Has been modified
Is returned in materially reduced condition
Any adjustment will be based on the actual condition of the returned merchandise.
16. Return Authorization Is Required
Every return must receive Return Authorization (RA) before shipment.
To request authorization, contact Noirwd and provide:
Order ID
Customer name
Email address used for the order
Product being returned
Reason for return
Relevant photos where applicable
Do not ship the product until Noirwd provides written return instructions.
17. Return Address
Authorized returns may be directed to:
Noirwd Returns Department
3131 WEST BOLT STREET
FORT WORTH, TX 76110
United States
However, customers must not send merchandise to this address without prior written authorization.
The return instructions provided by Noirwd for your individual case control the return.
18. Return Authorization Validity
A Return Authorization, return label, or related return instruction may expire after:
10 days
depending on the instructions provided.
If you are unable to ship the authorized return within the stated period, contact Noirwd before using an expired authorization or label.
A new authorization or label may be required.
19. Return Packaging
Returned merchandise must be packaged safely for transportation.
Whenever reasonably possible, use:
Original shipping carton
Protective foam
Corner protection
Interior wrapping
Hardware packaging
Other original protective material
If the original packaging cannot be reused, use strong replacement packaging suitable for the size and weight of the product.
20. Return Packaging Responsibility
Customers should take reasonable care when packing a return.
The product should be protected against:
Movement
Impact
Scratching
Surface damage
Hardware loss
Component loss
A return that is materially damaged because of clearly inadequate customer packaging may affect the refundable amount where legally permitted.
21. Return Inspection
Once an authorized return reaches the designated return location, Noirwd will inspect it.
The inspection may review:
Product identity
Overall condition
Signs of use
Assembly status
Modifications
Surface condition
Completeness
Hardware
Manuals
Accessories
Customer-reported issue
Return packaging
Refund approval occurs after the returned item has been reviewed.
22. Refund Processing Time
After an eligible return has been:
Received
Inspected
Approved
Noirwd processes the refund within:
7 business days
This is Noirwd's internal refund-processing period.
23. Refund Method
Approved refunds are normally returned to the:
Original payment method used for the purchase.
Refunds are processed in:
United States Dollars (USD).
For example:
Card purchase: Refund to the original card
PayPal purchase: Refund to the original PayPal transaction, where applicable
Refunds generally cannot be redirected to another unrelated payment method.
24. Bank or Payment Provider Processing Time
After Noirwd submits an approved refund, a:
Bank
Card issuer
PayPal
Other payment provider
may require additional time before the funds appear in the customer's account.
That additional posting period is controlled by the financial institution or payment provider.
25. Currency Conversion
Refunds are issued in USD.
If your financial institution converted the original purchase into another currency, the amount appearing in your local currency may differ because of:
Exchange-rate changes
Currency conversion
Bank fees
Payment-provider policies
Noirwd does not control exchange rates applied by independent financial institutions.
26. Exchanges
Eligible products may be exchanged within:
30 calendar days after delivery
subject to product availability.
Exchange requests must be approved by Noirwd before the product is returned.
27. Exchanges Due to Noirwd Error
If an exchange is required because of a verified:
Defective product
Damaged product
Incorrect item
Missing required component
Noirwd covers approved shipping associated with the eligible resolution.
28. Preference-Based Exchanges
If the customer requests an exchange because of preference, including:
Different design
Different style
Different product
Room-layout change
Other preference-based reason
the customer is responsible for applicable return shipping.
The customer is also responsible for any:
Price difference
between the original item and replacement product.
If the replacement costs less, the applicable difference will be handled according to the approved exchange terms.
29. Exchange Availability
An exchange is subject to current stock.
If the requested replacement product is unavailable, Noirwd may offer another appropriate option, including a return for refund where the order remains eligible.
30. Items Not Eligible for Standard Return
The following are generally not eligible for a standard return:
Gift cards
Final sale products
Clearance products identified as final sale
Returns without Return Authorization
Used products
Assembled products
Modified products
Installed products
Refinished products
Drilled products
Products damaged by the customer
Products missing required parts
Products missing hardware
Products missing manuals
Products missing tools supplied with the item
Products missing accessories
Returns originating from countries outside the regions covered by this policy
Mandatory consumer rights remain unaffected.
31. Final Sale and Clearance Products
A product is treated as final sale only when this condition is clearly identified before purchase.
Final sale or qualifying clearance products may not be eligible for standard change-of-mind returns.
This does not remove rights relating to products that are defective, misdescribed, or otherwise protected by mandatory law.
32. Gift Cards
Gift cards are not eligible for a standard merchandise return or exchange unless required by applicable law.
If a gift card program has separate terms, those terms also apply.
33. Customer-Caused Damage
Noirwd's return policy does not cover damage caused after delivery by customer handling or modification.
Examples include:
Drilling
Cutting
Refinishing
Added glue
Painting
Improper installation
Improper assembly
Surface damage
Stains
Negligent handling
This does not apply where the customer is reporting a verified pre-existing defect or damage that was present at delivery.
34. Missing Components in a Returned Item
Change-of-mind returns must include the components originally supplied with the product.
Depending on the product, this may include:
Parts
Hardware
Fasteners
Manuals
Tools
Accessories
Missing components may make the product ineligible or may affect the refundable amount where legally permitted.
35. Refused Deliveries
Please do not refuse delivery as a substitute for an authorized return.
A refused shipment does not automatically qualify as:
An approved return
An approved cancellation
An automatic refund
Returned-to-sender packages may need to be received and reviewed before a refund can be considered.
Applicable carrier costs may be deducted where permitted by law and consistent with our Shipping Policy.
36. Returned-to-Sender Orders
A shipment may be returned to sender because of:
Incorrect address
Incomplete address
Repeated missed delivery attempts
Failure to collect the shipment
Recipient refusal
If the return results from a customer-related delivery issue, carrier return fees or re-shipping fees may apply.
Please review our Shipping Policy for additional information.
37. Lost Shipments
If a carrier confirms that an order was lost before delivery, no physical return is required.
Depending on product availability and the circumstances, Noirwd may offer:
Replacement
Refund in USD
Carrier-confirmed lost shipments are handled under our Shipping Policy.
38. Package Marked Delivered but Not Received
If tracking shows Delivered but you cannot locate the package, please first check:
Front entrance
Side or rear entrance
Porch
Garage
Lobby
Parcel locker
Mailroom
Household members
Neighbors
Building staff
Carrier delivery photo or notice
If the package remains missing, contact Noirwd with your Order ID and tracking information.
We may review carrier records before determining an appropriate resolution.
39. Cancellation Before Shipment
Order cancellation is different from a return.
Customers may normally request cancellation within 24 hours after placing an order, provided the order has not already entered processing or shipping preparation.
Once the order has shipped, the applicable return process must generally be used instead.
Please review our Cancellation Policy and Shipping Policy for complete details.
40. International Returns
This Return & Refund Policy applies to eligible purchases delivered to:
United States
Canada
United Kingdom
France
Germany
Spain
Italy
Belgium
Portugal
Australia
Do not ship an international return before receiving written instructions.
Customs documents for returned merchandise should accurately identify the shipment as a return where applicable.
Returns originating from countries outside the listed coverage are not eligible under this standard policy.
41. Duties and Taxes on International Returns
The treatment of duties, VAT, GST, customs charges, or other import-related amounts may depend on:
Destination
Whether charges were collected at checkout
Return reason
Customs rules
Applicable law
Noirwd will handle amounts collected directly by Noirwd according to the approved return and applicable legal requirements.
Charges paid directly to customs authorities, carriers, or other third parties may be subject to those organizations' own refund procedures.
42. Abuse of the Return Process
Noirwd may review returns that reasonably appear fraudulent or abusive.
Examples include:
Returning a different product
Deliberately removing parts
Falsifying damage
Altering a product and claiming it arrived that way
Repeated misuse of return procedures
Nothing in this section prevents customers from making legitimate return, refund, defect, or consumer-rights claims.
43. Consumer Rights
Nothing in this Return & Refund Policy is intended to remove or reduce rights that cannot legally be waived.
Customers in the United States, Canada, United Kingdom, European Union, and Australia may have additional mandatory protections.
Where applicable law provides greater protection than this policy, the mandatory legal requirement takes priority.
44. Related Policies
Please also review our:
Shipping Policy
Cancellation Policy
Payment Policy
Privacy Policy
Terms of Service
These policies address different stages of a Noirwd order.
45. Changes to This Policy
Noirwd may update this Return & Refund Policy if our:
Products
Return procedures
Shipping arrangements
Exchange process
Payment procedures
Legal requirements
change.
When an updated version is published, the Last Updated date at the top of this page will be revised.
46. Contact Noirwd
To request a return, exchange, replacement, or refund, contact Noirwd using the official customer-service information published on our website.
Please include:
Order ID
Customer name
Email address used for the order
Product involved
Reason for the request
Photos when relevant
For damaged or defective products, also include clear photographs of the:
Product
Outer box
Shipping label
Inner packaging
Return Address — authorized returns only:
Noirwd Returns Department
Address: 3131 WEST BOLT STREET, FORT WORTH, TX 76110
Phone: +1 (512) 914-5859
Email: contact@noirwd.com
Support Time: Mon–Sun: 8:00 AM-5:00 PM CST
Do not send a product to this address until Noirwd provides written Return Authorization and return instructions.