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Terms of service

Pricing

All prices you see on our website include the corresponding taxes, which will be itemized on the invoice.

 

Shipping

If the package doesn't arrive or has suffered any damage, please contact us, and we will provide you with the carrier's information and a tracking number so that you can file a claim.

 

Payment Methods

You can use the payment methods available when placing your order, usually bank transfer or credit card.

The payment information you provide is not stored or visible to us. In all cases, it is the payment gateways or your card's issuing bank that are responsible for ensuring the security of your purchases and storing or viewing the information you provide for payment.

 

Exchanges and Returns

If you are purchasing wood, it's important to note that it's not a homogeneous material. Each board has its own grain pattern, which may differ from the sample photos you see on our website. Additionally, the color may vary over time and depending on the amount of light the wood has been exposed to, etc.

Moreover, variations in humidity can affect a board and cause deformations. All the wood we send has undergone a drying period, but we cannot guarantee that it will arrive in perfect condition at your address, especially in the case of very thin or narrow pieces that may release tensions during cutting, which we may not detect when packaging.

The raw boards or planks are cut to size and therefore do not allow returns unless there is an error on our part. We will provide you with the criteria for exchanges or returns:

We accept returns/exchanges if the issue is caused by Contraveta or the carrier:

  • A different quality of board was sent compared to the one ordered.
  • A board with incorrect measurements was sent (with an acceptable margin of up to 2 mm in thickness and 5 mm in width and length).
  • A board of the wrong wood species was sent.
  • The board was damaged during transportation.

 

Returns/exchanges are not accepted if the perceived issue is a normal characteristic of the wood or caused by the customer:

  • The board is not exactly the same as the product's example photo.
  • The color or tone of the board differs from that of another board of the same wood species.
  • I don't like the grain pattern or coloration of the board.
  • The customer made a mistake in choosing the wood species, quality, or measurements.

 

If your issue is related to an error on our part, please let us know as soon as possible, as you have two weeks to file a complaint.



Some bulk sale finishing products, sold by weight or volume, are also non-refundable unless otherwise specified for wood products.

However, adhesives or finishing products with specific brand names can be returned or exchanged within the deadlines indicated by the current legislation. When returning or exchanging one of these products, shipping costs are not free, but you can choose and use your own carrier. Naturally, we will refund the money paid for the items you purchase, but not the shipping costs.

Do not send any materials without confirming with us beforehand and receiving the destination address. Please note that our public address is only for Contraveta's offices, where we do not have a warehouse and cannot accept package pickups.