Refund policy

At Direct Wicker, we’re committed to delivering a smooth shopping experience from checkout to delivery. If you need to make a return, our team is here to assist.

For the fastest service, please have your order number available when contacting us.

Return Eligibility (30 Days)

We accept return requests within 30 days of delivery. To qualify for a return, items must be:

• New, unused, and uninstalled
  
• In original packaging
  
• Returned with all components, accessories, and included materials
  
• Accompanied by proof of purchase (order number or receipt)

Return Authorization (RMA Required)
All returns require a Return Authorization Number (RMA). To request an RMA, email us at sale5@directwicker.com with your order number and photos (if applicable). Once approved, we will provide your RMA and return instructions.

• Returns sent without an RMA may be refused
  
• Please write the RMA number clearly on the outside of the return package

Return Delivery Deadline (45 Days)
Approved returns must be received at our return processing center within 45 days of delivery. Items returned in a condition that does not meet the eligibility requirements may be subject to a partial refund, at our discretion.

Items Not Eligible for Return
The following items are not eligible for return:

• Final Sale or Clearance items
  
• Gift cards
  
• Items that have been used, installed, assembled, or damaged after delivery

We do not accept returns for assembled items.

Damaged, Defective, or Incorrect Items (Report Within 48 Hours)
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 48 hours and include photos of:

• The item and the issue
  
• The outer packaging and shipping label

If the issue is due to our error, we will cover the cost of the merchandise and return shipping (if a return is required).

Return Shipping Costs

• If the return is due to our error (wrong item, damage, defect), we cover return shipping.
  
• For customer-initiated returns (change of mind, preference), the customer is responsible for return shipping.
• Return shipping fees may be deducted from the refund if applicable.

Original Shipping Fees
Refunds do not include any original shipping fees paid at checkout (if applicable).

Restocking Fee (Large / Oversized Items)
For large or oversized items, a 15% restocking fee applies. This fee will be deducted from your refund after the returned item is received and inspected.

Refused Delivery / Failed Delivery (No Show)
If an order is refused, or delivery fails due to an incorrect address, missed delivery appointment, or unavailable recipient, the carrier may return the shipment to us.
In these cases, any return shipping charges, handling fees, storage fees, and related carrier costs will be deducted from your refund.
The 15% restocking fee may also apply.

Order Cancellations

• Orders may be canceled at any time before shipment.
  
• Once an order has shipped, it cannot be canceled.

Refund Timeline
Once your return is received and inspected, we will notify you of the approval status.
Approved refunds will be issued to the original payment method within 3–10 business days, depending on your payment provider.

Important Notes

• This policy applies only to purchases made directly on the Direct Wicker website.
  
• A complete return (including all components) is required to qualify for a full refund.