Return & Repair Policy

Returns

If you wish to return your order for any reason you must notify Colwood within 10 days after receiving it. Refunds are only issued for items after they are returned in their original, undamaged condition. When returning an item you should use the original packing material and ship it via an insured carrier. Colwood is not responsible for any damage in return shipping. Actual shipping and handling charges are not refundable.

If you wish to return items that were ordered in quantities of 10 or more, there will be 20% restocking fee. There is also a 20% restocking fee for any Reed & Barton item regardless of quantity.

If you receive an item that you believe was damaged in shipment, you must notify Colwood within 10 days of receipt of your order. DO NOT throw away the original packing material. Damaged or defective items will be replaced with an identical product and return shipping will be refunded.

Repairs

If your woodburner is in need of repair you should send the unit directly to us; DO NOT try to repair the unit yourself. Attempting to repair the unit yourself will void any existing warranty. If you send the unit in for repair you should include the following:

  • A brief note explaining the problem.
  • The control unit (Detailer, Super Pro, Cub, etc.) with handpiece cords attached.
  • Any RT Handles or FT Handpieces used when experiencing the problem.
  • Any RT Tip if applicable
  • A daytime phone number where you can be reached

Handpieces and tips cannot be repaired but should be included when sending a unit in for repair as they are sometimes the cause of the problem.

After our technical staff evaluates the woodburner you will be given a call with an estimate for repair. The vast majority of repairs cost less than $25.00.

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