Returns & Refunds
If you are not 100% satisfied with your purchase from Ghent Wood Products, you can return unused product for a replacement or refund. Please read the information below for details on how to return your purchase.
Satisfaction guarantee
If you are not happy with your purchase, you can return items which are still in their original packaging and in resellable condition within five (5) days after receipt of your purchase. Ghent Wood Products & Meltz Lumber is not responsible for return shipping costs.
We want you to be satisfied with any of our products, and we will do what we can to ensure you have a great experience. If you experience any issue, please let us know by calling (518) 828-5684 or emailing ghent@ghentwoodproducts.com.
We cannot accept returns more than five (5) days after receipt of your order.
Order cancellation
If you cancel an order by phone or email within 24 hours of placing it, there is no cancellation fee. After 24 hours we charge a 10% restocking fee to cover the handling of material returned to inventory.
Returning your items
Please do not send items back without first receiving a Return Merchandise Authorization (RMA). Email ghent@ghentwoodproducts.com with your order number and the list of items you wish to return. If your items are eligible, you will receive an email with your RMA number and return instructions.
1. Check that your product is eligible
We do not accept returns of:
- Product received more than five (5) days before you contacted us for an RMA.
- Product not in original, resellable condition — damaged, used, or installed.
If you refuse a shipment at the time of delivery, all return shipping costs plus a refusal fee will be deducted from your refund.
2. Request an RMA
Email ghent@ghentwoodproducts.com with the order number, item description, and quantity of each item you wish to return.
3. Ship your items back
- Return the product in its original packaging — box, crate, bundle, or pallet.
- Do not write on or alter the original packaging.
- Ship by ground. Do not ship by air.
- Include a copy of your RMA paperwork with the shipment.
If damage is incurred in transit because of improper packaging, a full refund will not be issued.
4. Receive confirmation
Once your return is received and inspected, your refund will be processed and we will email you a confirmation.
Refunds
Any refund or credit will be based on the value of the merchandise at the time of purchase. Shipping and freight charges are not refundable unless the merchandise is defective or a shipping error occurred. A 10% restocking fee applies to cover the handling of material returned to inventory.
Damaged product, shipping errors, and defects
Inspect your shipment thoroughly at delivery and note any visible damage on the delivery paperwork before you sign it. Freight carriers will not honor a damage claim on a clean signed receipt.
Report damage or errors as soon as possible, and email photos to ghent@ghentwoodproducts.com. Replacements for damaged goods are not shipped until we have received photos of the damage.
If part of your order is incorrect or missing, contact us immediately with the order number, item description, quantity, and a photo where applicable. If incorrect product was shipped to you, we will email a return shipping label and ship a no-cost replacement once the outbound paperwork is received.
For product that appears defective within five (5) days of receipt, contact us by phone or email to arrange a no-cost replacement.
Questions?
Call (518) 828-5684 or email ghent@ghentwoodproducts.com. Our sales team is available Monday–Friday 7:00 a.m.–4:30 p.m. and Saturday 8:00 a.m.–12:00 p.m. Eastern.
Ghent Wood Products
1262 Rte. 66, Ghent, NY 12075
Meltz Lumber · 483 Rte. 217, Hudson, NY 12534