Relax, We Got Your Back
If you've purchased your hammock or hammock chair from us, tried it out, and are not happy with it for any reason, you can return it to us within 30 days of receiving it. On most items, we'll even cover the cost of return shipping.
ANY item can be returned in 30 days. However, due to the size and weight of some of our products, and the high shipping costs they incur, we are unable to offer FREE return shipping on the following products:
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Wood Arc Hammock Stand
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Wood Arc Swing Stand
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Wood Arc Chair Stand (also known as the Recliner Stand for the Jumbo Caribbean Recliner)
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All Key West Furniture
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Double Kooala Chairs
For the above items, return shipping fees vary based on the carrier used and the distance from our main warehouse in Eastern Tennessee. We charge exactly what the carrier charges us. We will calculate the cost and inform you of it before we provide a return shipping label, and it will be deducted from your refund.
Our 1 Year Warranty against factory defects applies to all products.
Starting a return
To start a return, email us at hammocks@kwhammocks.com within 30 days of delivery.
You do not need your order number. Your name, shipping address, or the email address you ordered under is enough for us to locate your purchase record. If you have your order number handy it speeds things up on our end — it's in the subject line of your order confirmation email.
To hold your 30-day window, your message needs to tell us you want to return the item — not that you're considering it. We're always glad to answer questions about hanging height, clearance, or setup, and we'd rather solve a fit problem than take a return. But a question is not a return request and does not extend the window.
Once we approve your return request, we'll email you a return shipping label and instructions. Your item must be postmarked or scanned by the carrier within 14 days of the date we issue the label. Items shipped after that are handled as out-of-period returns, described below.
To be eligible for a refund, your item must arrive in the same condition you received it: "like-new", unworn, unused, with tags, and in its original packaging. Items sent back to us without an approved return request will not be accepted.
Return Requests Initiated After The 30-Day Return Period
We reserve the right to refuse returns that are initiated outside of our 30-day return period, or that are not postmarked or scanned by the carrier within 14 days of the date we issue a return label. Depending on the condition of the item, we may choose to accept an out-of-period return. However, in such cases, we may require that the cost of return shipping, as well as the cost we incurred to initially ship you the item be deducted from your refund. The value of items or parts that arrive damaged to our warehouse from out-of-period returns may also get deducted from your refund at our discretion.
Delivery Issues
Please open and inspect your order as soon as it arrives, even if you're not ready to hang it yet. If the item is defective, damaged, something is missing, or you received the wrong item, contact us right away so we can evaluate the issue and make it right.
We're glad to help with transit damage whenever you find it, but the sooner we hear from you, the more we can do. Colors and replacement parts sell out, and shipping carriers set their own deadlines for damage claims. A problem reported months after delivery may leave us with fewer options than one reported the week your order arrived.
If we sent the wrong item, we'll provide a prepaid return shipping label and ask that you return it to us. Damaged items or parts do not need to be returned to us.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you write to us asking to exchange an item, that holds your 30-day window the same way a return request does.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, we will issue your refund to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, and you haven't received your refund, please contact us at hammocks@kwhammocks.com.
