Last updated: August 8, 2026
At Coastline Cedar Inc., our products are carefully prepared and inspected before delivery or shipment.
Because many of our cedar products are handmade, made to order, custom-sized, or prepared with customer-selected finishes, we do not accept returns for change of mind or other non-defective reasons.
Eligible Returns
We accept returns only when a product:
- arrives damaged;
- has a verified manufacturing defect; or
- is materially different from the product that was ordered.
Customers must contact Coastline Cedar Inc. within 14 days of delivery to report a damaged, defective, or incorrect item.
Please provide:
- your order number;
- a description of the issue; and
- clear photographs showing the product and the problem.
We will review the claim before authorizing any return.
Non-Defective Products
We do not accept returns for non-defective products.
This includes, but is not limited to:
- change of mind;
- ordering the wrong size;
- selecting the wrong colour or finish;
- deciding the product is no longer needed;
- natural variations in cedar grain, knots, tone, colour, or texture;
- normal characteristics of natural wood;
- normal weathering of outdoor wood products;
- products that have been used, planted in, installed, modified, stained, painted, repaired, or otherwise altered after delivery.
Custom and Made-to-Order Products
Custom-sized, personalized, specially finished, custom-stained, and made-to-order products are final sale unless they arrive damaged, defective, or materially different from what was ordered.
Exchanges
We do not offer exchanges.
If an approved defective, damaged, or incorrect item requires replacement, Coastline Cedar Inc. may provide a replacement as part of resolving the approved claim. This does not constitute a general exchange policy.
Return Authorization
Customers must contact Coastline Cedar Inc. before returning any product.
Do not ship or return a product without prior written authorization from Coastline Cedar Inc.
Unauthorized returns may not be accepted or reimbursed.
Return Shipping Costs
For an approved return involving a damaged, defective, or incorrect product, Coastline Cedar Inc. will provide return instructions.
When a physical return is required, Coastline Cedar Inc. will cover reasonable return shipping costs for approved defective, damaged, or incorrect items.
Shipping charges arranged by the customer without prior approval may not be reimbursed.
Refunds
Once an authorized returned product has been received and inspected, we will notify the customer regarding the outcome of the claim.
If a refund is approved, it will be issued to the original payment method.
Processing time after the refund is issued may vary depending on the customer’s bank, card issuer, or payment provider.
Original shipping charges are refundable only when the approved return results from:
- an error by Coastline Cedar Inc.;
- verified shipping damage;
- a verified manufacturing defect; or
- receipt of a materially incorrect product.
Damaged Shipments
Customers should inspect their order as soon as reasonably possible after delivery.
If there is visible shipping damage, please take photographs of:
- the product;
- the damaged area;
- the packaging; and
- the shipping label.
Please contact Coastline Cedar Inc. before disposing of the packaging, as the shipping carrier may require it for a damage claim.
Cancellations
Because products may enter production shortly after an order is placed, cancellation is not guaranteed once production has started.
Customers should contact Coastline Cedar Inc. as soon as possible if they need to request a cancellation.
Natural Wood Characteristics
Cedar is a natural material.
Variations in grain, knots, colour, tone, texture, and appearance are natural characteristics of wood and are not considered manufacturing defects.
Outdoor cedar may also naturally change colour and appearance over time due to weather and environmental exposure.
Contact Us
For return or refund questions, contact:
Coastline Cedar Inc.
North Vancouver, British Columbia, Canada
Email:
hello@coastlinecedar.com
Website:
https://coastlinecedar.com
This policy applies to eligible orders sold by Coastline Cedar Inc. to customers in Canada and the United States.