Refund policy

Every piece we make is crafted by hand on our farm, and we want you to love it. If something isn't right, here's how returns and refunds work.

Returns within 30 days

• You can return any standard (non-custom) item within 30 days of delivery for a full refund.
• Items must be unused, unopened, and in their original condition and packaging.
• To start a return, email karen@heavenswoodandfiber.com with your order number and reason. We'll reply with return instructions.

Custom and personalized orders

• Custom, personalized, and made-to-order pieces, including engraved or personalized woodworks and memorial items, are final sale, because they're made just for you.
• Exception: if a custom item arrives damaged or defective, we'll make it right (see below).

Damaged or defective items

• If your order arrives damaged or has a defect, email us within 7 days of delivery with your order number and a photo of the problem.
• We'll repair it, replace it, or refund you in full, including the original shipping cost. You won't pay return shipping in these cases.

Refunds

• Refunds go back to your original payment method.
• Once we receive your return, we'll inspect it and issue your refund within 5 business days.
• Original shipping charges are non-refundable, except when an item arrives damaged or defective.

Exchanges

We don't do direct exchanges. Just return the item for a refund and place a new order for what you'd like instead.

Questions?

Email karen@heavenswoodandfiber.com and we'll help.