Before Production
Free cancellation
Any time before CAD drawing approval
After Production Starts
30% cancellation fee
Materials already sourced & crafting underway
Returns
7 business days · Quality issues only
Damage in transit or wrong item received
Resolution
Full refund OR replacement — your choice
No restocking fees
Order Process
Order → Wood Matching (1 day) → CAD Drawing (1 day) → Your Approval → Production Begins → Progress Updates → Finished Product Confirmation → Quality Check + Packaging → Shipment → Delivery
Free cancellation any time before you approve the CAD drawing.
Order Cancellation
- Before production: Free cancellation at any time
- After production starts: 30% cancellation fee applies
- After shipment: Cannot be cancelled
Returns & Refunds — Eligibility
Returns are accepted for quality issues only (damage during transit or incorrect items). Please submit your request within 7 business days of delivery with photos and a description of the issue.
Return Conditions
- Item must be unused and in its original condition
- Must be returned in original packaging
- Proof of purchase required
- Contact us to confirm return address before shipping
Resolution Options
- Full refund — issued to original payment method within 7 business days
- Replacement product — your choice
Return Shipping
- Our error (damaged, defective, or wrong item): we cover return shipping
- Personal reasons: customer is responsible for return shipping
Important Notes
- All items pass strict quality inspection before shipping
- Damage from home assembly is not covered
- Natural wood characteristics (knots, grain, cracks) are not defects
- No refunds for force majeure events (natural disasters, war, pandemic)