Returns & Refund Policy

General Policy

Due to the handcrafted nature of our products, all items are made with attention to detail and uniqueness. As such, our return policy is limited.

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Custom and Made-to-Order Items

All custom or made-to-order products are non-refundable and non-returnable.

This includes any items made to specific dimensions, wood types, finishes, or other custom specifications.

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Standard Items

For non-custom items, returns may be accepted under the following conditions:

• The item must be unused and in original condition

• The return request must be made within 14 days of delivery

• The item must be returned in its original packaging (or equivalent protective packaging)

Return shipping costs are the responsibility of the customer.

We reserve the right to refuse returns that do not meet these conditions.

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Natural Characteristics of Wood

Each product is made from natural wood, which means:

• Variations in grain, color, and texture are expected

• Knots, small cracks, and irregular edges are part of the material

These characteristics are not considered defects and are not valid reasons for return or refund.

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Damaged or Defective Items

If your item arrives damaged or defective:

• Contact us within 48 hours of delivery

• Provide clear photos of the product and packaging

We will assess the situation and, at our discretion, offer:

• A replacement

• A repair

• A partial or full refund

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Refunds

Approved refunds will be processed after the returned item is received and inspected.

• Refunds will be issued using the original payment method

• Shipping costs are non-refundable unless the issue is confirmed to be our fault

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Order Cancellation

Orders may be canceled only if production has not yet started.

Once production has begun, the order cannot be canceled.

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Contact

For all return or refund requests, please contact:
info@lignumterra.com

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