Refund policy

REFUND POLICY

If you find that your purchase did not meet your expectations or standards, those items may be returned for a full refund. Returns on items eligible for return are accepted within 14 days of receipt. To receive a full refund credited to the original payment method, the product must be returned in its original packaging, tags attached and in unused condition. Please ship in a securely packaged box or envelope with the original packing slip or receipt inside. Refunds take up to 10 business days, issued to the original form of payment.

Please note that the customer is responsible for all return shipping charges. We recommend that you insure and track the package. Shou Sugi Ban House is not responsible for lost or stolen packages.

Returns should be addressed to: 

Shou Sugi Ban House
Attn: Returns
337 Montauk Hwy
Water Mill, NY 11976 

CANCELLATIONS

To cancel an order, please contact retail@ssbhouse.com within 24 hours of placing the order.

EXCHANGES

At this time, we are not accepting exchanges for retail purchases. All purchases are eligible for a full refund.

DAMAGED & INCORRECT ORDERS

If you receive an item that is damaged or incorrect please contact us immediately at retail@ssbhouse.com. 

QUESTIONS

If you have any questions or concerns please do not hesitate to contact us by email at retail@ssbhouse.com. You will receive a response within 24 hours.