Custom Orders & Deposits
All custom and made-to-order work requires a deposit to begin production.
Deposits are non-refundable once the order has been placed. By submitting a deposit, we are reserving time, materials, and production capacity for your project.
Custom orders cannot be canceled once production has begun.
All custom orders are final sale and are not eligible for return or refund.
Craftsmanship Guarantee
I guarantee that every custom piece is the best product I am capable of producing at the time of crafting.
Additionally, each piece is covered by a 5-year craftsmanship guarantee starting from the date of delivery. This guarantee covers defects in workmanship or construction under normal use, such as a glue joint that fails or a seam that separates.
If an issue arises within this period, I will repair or address the problem at no additional cost to you. You cover return shipping if the piece needs to come back to my shop.
Repairs & Maintenance (After 5 Years)
After the 5-year craftsmanship guarantee period, or for issues not related to workmanship (including wear and tear, misuse, dishwasher or soaking damage, environmental conditions, or accidental damage), I offer repair services for a fee.
Repair costs will be determined based on the scope of work required and will be discussed prior to any work being performed.
Returns & Restocking Fee
For eligible non-custom items:
- Returns must be approved prior to being sent back
- A 10% restocking fee will be applied to all approved returns
- Items must be returned in original, unused condition
Original shipping costs are non-refundable. Return shipping is the responsibility of the customer unless the return is due to an error on my part.
Damaged or Defective Items
If an item arrives damaged or defective, please contact me within 7 days of delivery.
To process a claim, I may require:
- Photos of the item
- Photos of the packaging
I will work with you to repair, replace, or resolve the issue as appropriate.
Important Notes on Custom Work
Due to the nature of handcrafted wood products:
- Natural variations in wood grain, color, and texture are expected
- Minor dimensional variations may occur
- These characteristics are not considered defects
Each piece is unique and made by hand, and I guarantee it is crafted to the highest standard I can achieve at the time of production.
Contact Me
For any questions regarding returns, repairs, or your order, please contact me at:
nick@gentlegrainworkshop.com
