Refund policy

Effective November 1, 2026. We want your handcrafted piece to arrive as ordered and in excellent condition. Please review the terms below before purchasing. Orders placed before this date remain subject to the policy provided when the order was placed.

At a glance

Personalized or custom-specification items: final sale for change of mind. No change-of-mind returns, refunds or exchanges. If your personalized item arrives damaged, contact us for an assessment and replacement of the same item and design.
Non-personalized items: request an eligible return within 14 days after delivery. The customer pays return shipping. Accepted items receive a full refund of the item price paid and applicable tax, with no restocking fee.
Damaged, defective or incorrect items: contact us promptly so we can assess the issue and provide the appropriate remedy. Your rights under applicable consumer law are not limited by this policy.

Personalized and custom items

An item is personalized or custom when it is produced or altered to your individual specifications, such as a name, date, badge, logo, photograph, inscription, custom artwork or a specially requested size or layout. A standard item purchased without personalization is not treated as personalized simply because the listing offers personalization.

Because these pieces are made for you and generally cannot be resold, we do not accept change-of-mind returns, refunds or exchanges for personalized or custom-specification orders. This includes a change of preference, ordering the wrong size, missing an event date that we did not agree to meet, or spelling, dates and artwork supplied by you and reproduced as approved.

Please check all wording, measurements, selected options, uploaded artwork and any proof before approving production. If we make an error or the item does not match the agreed specifications, contact us; the final-sale rule does not excuse an error in our work.

Damaged personalized items and other order problems

Inspect your order when it arrives. If an item arrives damaged, defective or incorrect, email icraftwoodgoods@gmail.com with your order number, a description of the issue, and clear photographs of the item, packaging and shipping label where available. Retain the item and packaging while we review the claim. Prompt notice, ideally within 48 hours of discovering shipping damage, helps us resolve it and document a carrier claim; this is not a waiver of statutory rights or a cutoff for a defect that could not reasonably be discovered immediately.

For verified arrival damage to a personalized item, our standard remedy is an exchange or replacement of the same item with the same approved personalization, rather than a change-of-mind refund or a different design. There is no charge for the approved replacement. If we require the damaged item back, we will provide return instructions and cover the required return shipping.

For defective, incorrect or misdescribed goods, we will provide the remedy required by applicable law. Where a replacement is unavailable or the law requires a refund or another remedy, those rights remain available. Customer-caused damage, misuse, improper installation, unauthorized alterations and ordinary wear are not covered as arrival damage or a manufacturing defect.

Returning a non-personalized item

Email us within 14 days after delivery to request a return, stating your order number and the item you wish to return. Include proof of purchase if the order number is unavailable. We will provide an authorization and the correct return address. Do not mail an item back before receiving instructions; an unarranged shipment may be delayed or refused, except where applicable law provides otherwise.

For a voluntary change-of-mind return, the item must be unused, uninstalled, unaltered and undamaged, with all parts, accessories and original packaging. Pack it securely and ship it within 14 days after our return authorization. Used, incomplete or customer-damaged items are not eligible under this voluntary return policy. These conditions do not restrict any legally protected right to inspect goods or make a defect claim.

You are responsible for arranging and paying return postage for a change-of-mind return. Use a tracked service and keep the shipping receipt. Unless we agree otherwise in writing, we do not provide prepaid labels for these returns. We do not deduct the original cost of free ground shipping or charge a restocking fee. Optional express or upgraded outbound shipping charges are not refundable for a voluntary return, except as required by law.

Refunds and exchanges

After receiving and inspecting an eligible non-personalized return, we will notify you of the outcome and issue the approved refund to the original payment method within 10 business days, or sooner where legally required. Your bank or payment provider may need additional time to post it. Contact us if more than 15 business days have passed since approval.

The refund for an accepted non-personalized return is the full item price actually paid, after any discount, plus applicable item tax. Return postage remains the customer's responsibility. For a different non-personalized item, request a return and place a separate order. Personalized items cannot be exchanged merely for a different design, wording, size or preference.

Handcrafted variation and order changes

Wood grain, knots, stain absorption and small finish variations are natural characteristics of handcrafted wood goods when consistent with the listing and agreed design. Screen settings may also affect color appearance. These normal variations do not make an otherwise conforming product defective; this does not excuse material differences from the description or approved specifications.

Contact us immediately if you need to change or cancel an order. Changes or cancellation cannot be guaranteed once artwork preparation, personalization or production has begun. Any cancellation rights required by law still apply.

Your statutory rights

This policy describes our voluntary return terms and does not exclude, restrict or replace consumer rights that cannot lawfully be waived. Where EU or UK distance-selling rules apply, eligible non-personalized goods may be cancelled within the statutory 14-day period, with the applicable statutory time to send them back; you pay return shipping where permitted and disclosed. The change-of-mind exception for genuinely personalized or custom-specification goods applies only where legally allowed. Required refunds of standard delivery charges and remedies for faulty, damaged, incorrect or misdescribed goods will be honored.

Questions before ordering? Email icraftwoodgoods@gmail.com or use our contact page. We are happy to clarify personalization, sizing and return eligibility before you buy.