Returns, refunds & damage.

You may return eligible items in their original condition with the original packaging within 30 days of receiving your shipment. Product must be shipped back, at your expense, prior to the expiration of the 30-day window. Return shipping fees and restocking fees typically apply.

We will issue a partial refund for the price of any item you return that is in new condition. We do not accept returns where modification to the product occurred, or installation was attempted.

Custom hoods

Because they're made specifically for you, no returns are accepted for custom or custom-sized hoods. Once a custom-sized range hood enters production, no changes, cancellations, or returns can be made to the order.

In-stock & warehouse-sale hoods

In-stock hoods are sold as-is and can only be returned if there is shipping damage. If there is damage to an in-stock hood before it ships, it will be noted on the product page.

After your order ships

Once your order has shipped it can no longer be cancelled — it will need to be returned following the steps below.

We will gladly work through a resolution with you. If the item is not acceptable, please refuse the shipment upon delivery and reach out to us immediately, so that we can get a replacement started in production. If the shipment is accepted, please file any claim for damage with us within 5 business days of delivery, before any installation or modifications occur. This includes painting. We will gladly work through a resolution that works best with your timeline, if the damage is determined to be transit or quality control related. The most important step is documenting it at delivery:

• Inspect the pallet before signing. If it looks unwrapped, tampered with, or items have shifted, sign the bill of lading as “Possible damage, subject to inspection” and list the reason.
• Note any visible damage or discrepancies on the bill of lading before signing.
• Missing items must be reported within 5 business days of delivery, so that we can properly investigate the missing piece with the carrier. This claim timeframe protects our customers against missing items claims being denied by the carrier and any potential consideration  of items being lost on site. 
• Verify the box count before signing — it's the buyer's responsibility.

Ready to report damage? File a damage claim →

Upon receipt of your package, you can initiate a return by contacting Customer Service:

1. Call us at (877) 847-0405 or email hello@hoodsly.com to request a return.
2. Rope or plastic wrap can be used to secure the box to the pallet it arrived on. We do not require any professional strapping.
3. We will provide shipping labels for return and schedule pickup for your desired date. pickups occur Monday- Friday between 12-5pm typically. All pickups are requests, and subject to being moved if transit delays occur on your pickup date. 
4. Once received and inspected, we will process your refund for the order, minus any associated fees.

We issue a partial or full refund for the price of any returned item that arrives back to us in new condition. Fees do apply to any return/exchange, unless the requested return is due to shipping damage or quality issues noticed after receipt. 

Due to the size of our hoods, your shipment will arrive via LTL freight, which differs from UPS or FedEx.

• You must schedule your appointment, or the item will not be delivered. If the carrier cannot reach you, the item is at risk of either storage fees, or of being sent back to us. reshipping fees will be owed for any item sent back due to lack of contact made. 
• We do offer a premium shipping service that allows for inside delivery to be selected. Inside delivery is not white glove service.  This inside delivery service selection allows for the shipment to be taken off the truck and carted to your garage or front door, if accessible. The driver cannot legally enter your home. This service may be subject to cancellation, if your driveway will not accommodate this service due to it being unpaved, or unaccessible. We will refund the fee paid for inside delivery, if it is not able to be fulfilled.
• Damage should be reported within 5 business days of delivery, before installation occurs. 

Lead times

• New standard lead time: 20 business days or less
• New rush lead time: 12 business days or less.
• Add paint match lead time to this list: 20-25 business days. 

Before staining or finishing an unfinished hood, please consult a professional or call us at (877) 847-0405 for suggested finish products. Certain consumer products won't provide the finish quality you desire, and Hoodsly is not responsible for improper staining or painting techniques used to finish a raw hood.

Wood filler, pin nails, knots, mineralization, and multi-dimensional graining are commonly used in our build methods and are not considered defects.

Questions about a return, a damage claim, or an order? We're a real team in Denver, NC — reach out.

Phone: (877) 847-0405
Email: damage@hoodsly.com
Hours: Monday-Friday, 8am - 8pm
Address: 7830 Commerce Drive, Denver, NC 28037