Return & Refund Policy

Last Updated: August 21, 2026

At TimberWall, operated by RAFAEL VIERA LIMITED, customer satisfaction is important to us. This Return & Refund Policy explains our procedures and conditions for returns, refunds, exchanges, damaged products, and order cancellations.

1. Returns

We accept eligible return requests within 30 days of delivery.

To qualify for a return, the product must:

• Be in the same condition in which it was received

• Be unused and undamaged, except when received damaged or defective

• Include its original packaging, accessories, and components, when applicable

• Include proof of purchase or the order number

Before returning any product, please contact our customer support team at gunnarsylace@gmail.com.

Returns sent without prior authorization may not be accepted.

2. How to Request a Return

To request a return, please contact us and provide:

• Your full name

• Order number

• Reason for the return

• Photos or videos if the product arrived damaged, defective, or incorrect

Once your request has been reviewed, we will provide return instructions and, when applicable, the appropriate return address.

Please do not send products to our business address unless our customer support team specifically instructs you to do so.

3. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If your product arrives damaged, defective, or different from what you ordered, contact us as soon as possible at gunnarsylace@gmail.com.

Please include your order number and clear photographs or videos showing the issue.

After reviewing your request, we may provide an appropriate resolution, including a replacement or refund when applicable.

4. Non-Returnable Items

Certain products may not be eligible for return, including:

• Personalized or custom-made products

• Gift cards

• Products damaged or altered after delivery

• Products returned without required components or packaging

• Items clearly identified as final sale before purchase

Please contact us if you have questions about whether your product qualifies for a return.

5. Refunds

Once an approved return has been received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be issued to the original payment method used for the purchase.

After we process your refund, your bank, credit card issuer, or payment provider may require additional business days for the refunded amount to appear in your account.

Original shipping charges are generally non-refundable unless required by applicable law or the return resulted from an error on our part.

6. Return Shipping Costs

Customers may be responsible for return shipping costs when returning a product for reasons unrelated to damage, defects, or an incorrect shipment.

If your product arrived damaged, defective, or incorrect, please contact us before returning it so we can provide appropriate instructions.

7. Exchanges

If you would like to exchange an eligible product, please contact us at gunnarsylace@gmail.com.

Exchanges are subject to product availability.

8. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible.

We cannot guarantee that an order can be canceled or modified once it has entered processing or has already been shipped.

9. Shipping and Delivery

Our estimated delivery timeframe is generally 7–15 business days.

Business days generally exclude weekends and U.S. federal holidays.

Delivery times are estimates and may vary depending on the destination, shipping carrier, weather conditions, holidays, customs procedures, or other circumstances outside our reasonable control.

10. Contact Information

For questions regarding returns, refunds, exchanges, or your order, please contact:

TimberWall
RAFAEL VIERA LIMITED
2354 W University Dr
Mesa, AZ 85201
United States

Email: gunnarsylace@gmail.com
Phone: +1 458-252-6706