Overview
At OTS Ply, we want you to be confident in every plywood and wood-materials order you place with us. This policy explains when items can be returned, how cancellations and refunds work, and what to do if something arrives damaged, defective, or incorrect. It applies to orders placed and paid for through our online store.
Returns and cancellations are reviewed and approved by our team before a return label is issued or a cancellation refund is processed. Refunds are always made to the original payment method used at checkout.
Return Eligibility
To be eligible for a return, the following must be true:
- Your order has been delivered. A return can only be started once the carrier has confirmed delivery of your order. Orders that have not yet been delivered cannot be returned (you may be able to cancel them instead - see "Order Cancellations" below).
- You are within the return window. You have 7 days from the confirmed delivery date to request a return. Once 7 days have passed since delivery, the return window closes and a return can no longer be requested.
- The item still has returnable quantity. You can return up to the quantity you purchased for each item, minus any quantity already covered by a return request that is pending, approved, or completed. Items that have already been fully returned, or that were cancelled, cannot be returned again.
Please make sure returned items are unused and in their original, resalable condition. [Confirm your exact condition requirements - for example: unused, uninstalled, uncut, and in original packaging.]
Non-Returnable Items
The following are not eligible for return:
- Orders that were never delivered.
- Orders delivered more than 7 days ago (return window closed).
- Items already fully covered by an active return request.
- Items that have been cancelled.
- [Custom cut-to-size and made-to-order products - confirm whether these are non-returnable. Because cut-to-size panels are produced to your specific measurements, we are generally unable to accept them back unless they arrive damaged, defective, or incorrect.]
- [Any other categories you wish to exclude - for example clearance items or special-order materials.]
How To Request A Return
You can request a return directly from your account:
- Log in and go to your order history, then open the order you want to return.
- Within 7 days of delivery, open the "Request a Return" page for that order. If the order is not eligible (not yet delivered, the 7-day window has closed, or there is nothing left to return), you will see a message explaining why.
- Select the item or items you want to return and enter the quantity for each. You cannot request more than the quantity remaining for that item; items that have already been fully returned will be shown as unavailable.
- Choose a reason for your return from the available options: arrived damaged, defective or not working, wrong item received, not as described, changed my mind, or other.
- Optionally add a note (up to 2000 characters) and, if helpful, upload one photo (JPG, PNG, or WebP, up to 5 MB). A photo is especially helpful for damaged or defective items.
- Submit your request. We will send you a confirmation email, and your request will be marked as pending while our team reviews it.
While your request is still pending, you can cancel it yourself from the return request page if you change your mind. Once it has been approved, it can no longer be self-cancelled.
After review, you will receive an email letting you know whether your request was approved or rejected. If a request is rejected, the email will include the reason, and the items from that request become available to request again if they are still within the return window.
Return Shipping
Return shipping is free for you. You do not need to arrange or pay for return shipping yourself.
When your return is approved, we automatically generate a prepaid return shipping label and email it to you. Simply pack the approved item or items, attach the prepaid label, and hand the parcel to the carrier. For a partial return, only the items you requested need to go in the parcel.
Please do not ship items back to us before submitting a return request and receiving your approved prepaid label.
Order Cancellations
If you change your mind before your order ships, you may be able to cancel it instead of returning it.
- You can cancel a full order, or cancel a single item from an order, only while the order is still pending or processing. Once an order has shipped or been delivered, it can no longer be cancelled - please use the return process instead.
- Submitting a cancellation creates a cancellation request. The order is not cancelled until our team approves it.
- If a cancellation is approved, we cancel the affected item or items, restore the stock, and - if the order was already paid - issue your refund to the original payment method. A full cancellation cancels the entire order; a single-item cancellation cancels just that item.
- If a cancellation is rejected, your item and order are restored to their previous active status and your order continues as normal.
You cannot request cancellation of an item that has already been cancelled or that already has a cancellation request in progress.
Refunds
Refunds are issued to the original payment method used at checkout, processed securely through our payment provider, Stripe. We do not store your card details; refunds are sent back to the card used for your original payment.
What is refunded:
- For returns, we refund the price of the returned item or items (the unit price multiplied by the quantity returned).
- For cancellations, we refund the price of the cancelled item or items.
- Partial and per-item refunds are fully supported, so you can return or cancel part of an order and be refunded only for that part. Your order is marked as partially refunded until any remaining balance is also refunded.
- We do not charge a restocking fee. [Confirm: no restocking fee applies.]
When your refund is issued:
- For self-service returns, your refund is issued automatically once your returned parcel is received back at our warehouse - not at the time your return is approved. Approval generates your prepaid label; the refund is processed once the item arrives back with us.
- For approved cancellations, your refund is issued at the time the cancellation is approved (for orders that were already paid).
After your refund is issued, the time it takes to appear on your statement depends on your bank or card issuer. Please allow [X business days - typical card settlement timeframe] for the refund to appear in your account.
Damaged, Defective, or Incorrect Items
If your order arrives damaged or defective, or you received the wrong item, please start a return request and select the matching reason (arrived damaged, defective or not working, or wrong item received). We strongly recommend uploading a photo with your request so our team can review it quickly. Once your return is approved and received, you will be refunded to your original payment method using the process described above. [Confirm any special handling you wish to offer for damaged, defective, or incorrect items - for example priority handling, or whether heavy damaged panels must be returned.]
Exchanges
We do not currently offer direct exchanges. If you need a different item, size, or cut, please return the eligible item for a refund and place a new order for the item you want. [Confirm your exchange policy if this changes.]
Late or Missing Refunds
If your refund has been issued by us but you have not yet received it:
- Allow time for your bank or card issuer to process it, as posting times can vary.
- Check the original payment card or account, since refunds are returned to the method used at checkout.
- Check again after [X business days].
If you have done all of this and still have not received your refund, please contact us using the details below.
Contact Us
If you have any questions about returns, cancellations, or refunds, please reach out to us:
OTS Ply
