At Akustiq USA LLC ("we," "us"), we want you to be confident in your purchase. This Return Policy explains the conditions under which products purchased on akuwoodpanel.com may be returned, refunded, or exchanged. Please read this policy carefully before placing your order. By completing a purchase, you agree to the terms set out below.

1. Return window

You may request a return within 30 days of the delivery date of your order. Delivery date is determined by the tracking information provided by the carrier. Return requests submitted after this 30-day window cannot be accepted.

To start a return, email info@akuwoodpanel.com with your order number and the reason for the return. We will respond within two business days with a Return Authorization (RA) and return instructions. Items shipped back without a Return Authorization will not be accepted and will be returned to the sender at the customer's expense.

2. Condition of returned items

To qualify for a refund, returned items must be:

• Unused, uninstalled, and in their original, undamaged packaging.
• Complete, including any accessories, mounting components, or documentation originally included.
• Accompanied by clear photos of the product and packaging taken before the return is shipped, so that condition can be verified in case of transit damage.

Items that show signs of installation, cutting, painting, modification, or use will not be accepted for return and will be returned to the customer at the customer's expense.

3. Non-returnable items

The following items are final sale and cannot be returned or refunded under any circumstances except for a verified manufacturing defect or shipping damage reported within the time window set out in Section 7:

• Custom-cut panels, made-to-order items, and any item altered or customized at the customer's request.
• Samples.
• Items marked "Final Sale" at the time of purchase.
• Items purchased with a discount code of 40% or more, which are sold as final sale and clearly marked as such at checkout.
• Items that have been installed, cut, painted, stained, or otherwise modified.
• Items returned without a valid Return Authorization or outside the 30-day return window.

Oversize panels — return shipping arranged by customer

Oversize panels of 118.1 inches (300 cm) and larger ship to you by LTL freight. These items are returnable under this Return Policy, but the customer is fully responsible for arranging and paying for the LTL return shipment. Contact us at info@akuwoodpanel.com to receive a Return Authorization and warehouse delivery instructions before scheduling your LTL carrier. Oversize returns delivered without prior authorization may be refused.

4. Restocking fee

A restocking fee of 20% of the product value applies to all approved returns. This fee covers the costs of inspection, repackaging, and the reduced resale value of returned merchandise.

Example calculation

You return panels with a product value of $500.00 and an original shipping charge of $45.00.

Refund calculation:

• Product value: $500.00
• Less 20% restocking fee: − $100.00
• Original shipping (non-refundable): − $0.00 (already excluded)
• Refund to original payment method: $400.00

Original shipping charges ($45.00 in this example) are not refunded.

5. Return shipping

Customers are responsible for return shipping costs. We do not provide prepaid return labels for standard returns. We strongly recommend:

• Using a fully trackable shipping service (UPS, FedEx, or USPS with tracking).
• Purchasing shipping insurance for the full product value on returns valued over $200.
• Packaging items in the original box with the original protective material.

We are not responsible for items lost, damaged, or delayed during return transit. If a returned item arrives damaged due to insufficient packaging, the refund may be reduced to reflect the reduced resale value, or declined in full.

6. Refunds

Once your return arrives at our warehouse, we will inspect it within three (3) to five (5) business days and notify you by email of the outcome. If approved, your refund will be processed to the original payment method within three (3) to seven (7) business days after inspection. Depending on your bank or card issuer, the refund may take an additional one to two billing cycles to appear on your statement.

Original shipping charges are non-refundable, except in the limited cases described in Sections 7 and 8 (damaged or defective items, and wrong item received).

7. Damaged or defective items

If your order arrives damaged or defective, contact us within 7 days of delivery at info@akuwoodpanel.com. Include the following in your email:

• Your order number.
• Clear photographs of the damage to the product.
• Clear photographs of the outer packaging, including any visible shipping-label damage.
• A written description of the issue.

For approved damage or defect claims, we will arrange either a free replacement or a full refund at no cost to you, including original shipping. Claims submitted after 7 days cannot be honored, because parcel and LTL freight carriers require claims to be filed within a tight window after delivery; once that window closes we are unable to recover the cost from the carrier.

Inspection on delivery — important

For LTL freight orders, we strongly recommend inspecting all items in the presence of the delivery driver and noting any visible damage on the delivery receipt or bill of lading before signing. Signing the delivery receipt without noting visible damage significantly limits our ability to file a carrier claim on your behalf.

8. Wrong item received

If you received an item different from what you ordered, contact us within 7 days of delivery at info@akuwoodpanel.com. We will send the correct item and provide a prepaid return label for the incorrect item at no cost to you.

9. Order cancellations

Orders can be cancelled free of charge until they have entered processing (typically within 48 business hours of placement). Once an order has entered processing or shipped, it can no longer be cancelled and must be handled as a return under this Return Policy once delivered.

10. Address changes and failed deliveries

Once an order has shipped, address changes are subject to carrier fees (typically $20–$30 for parcel carriers, higher for LTL freight) which are passed on to the customer. Failed deliveries due to an incorrect or incomplete address, a refused delivery, or an unavailable recipient may result in reconsignment or redelivery fees imposed by the carrier, which are the responsibility of the customer. We will notify you before incurring any such fees where possible.

11. Exchanges

We do not offer direct exchanges. If you want a different product, color, or size, please return the original item under this policy (subject to the 20% restocking fee) and place a new order for the desired item.

12. Governing law and disputes

This Return Policy is governed by the laws of the State of Iowa, USA, without regard to its conflict of law provisions. Any dispute arising out of or relating to this Return Policy or any purchase from akuwoodpanel.com shall be resolved exclusively in the state or federal courts located in Polk County, Iowa, and you consent to the personal jurisdiction of those courts. Nothing in this policy limits any non-waivable consumer protection rights you may have under the laws of your state of residence.

13. Amendments

Akustiq USA LLC may update this Return Policy from time to time. The version in effect at the time of your purchase governs that purchase. The current version is always available at akuwoodpanel.com/policies/refund-policy.

14. Contact

For any return request or question relating to this policy:

Email: info@akuwoodpanel.com

Phone: +1 302 380 3383

Support hours: Monday – Friday, 9 AM – 5 PM CST

Warehouse / returns address:
Akustiq USA LLC
1800 Hull Ave
Des Moines, Iowa 50313
USA

Mailing entity: Akustiq USA LLC, 1800 Hull Ave, Des Moines, IA 50313, USA