Returns, Refunds & Cancellations

Returns (Non-Furniture Items)

We accept returns for most non-custom items within 30 days of the purchase date.

To be eligible for a return:

  • The item must be unused and in the same condition that you received it

  • The item must be returned in its original packaging

  • You must provide a receipt or proof of purchase

If your return is received within 7–10 days of delivery, you will be eligible for a full refund to your original payment method. Returns received after 10 days may be eligible for store credit (exclusions may apply).

Please contact us before sending any item back so we can provide return instructions and ensure your return is properly processed.

 

Exceptions (Custom & Personalized Items)

The following items are not eligible for return or refund unless there is shipping damage or a manufacturer defect:

  • Custom engraved products

  • Personalized items

Please double-check all engraving text, spelling, and personalization details before submitting your order.

 

Furniture Orders


Built-to-Order Furniture Policy

Our furniture is custom built-to-order by skilled woodshops specifically for each customer. Because production begins shortly after an order is placed, furniture orders are generally not eligible for return, refund, or exchange once production has started.

If your furniture arrives with shipping damage or a manufacturer defect, we will work with you to repair or replace the item depending on the severity of the issue.



Furniture Cancellations

Cancellation requests for furniture orders must be submitted within 1 week of placing the order.

After this window, production may already be underway and we will not be able to cancel the order or issue a refund.

Furniture Build Times

Because each piece is handcrafted, build times vary depending on the furniture type and the workload of the woodshop.

Estimated build times typically range from 4–25 weeks, though some items may require more time.

Each product page includes an estimated build time, but actual production time may vary slightly depending on materials, customization, and shop workload.

Our partner woodshops work carefully to ensure every piece meets heirloom-quality standards, and occasionally this level of craftsmanship requires additional time.

If your order extends beyond the estimated build time, please know that we are actively working with the woodshop to complete your piece as soon as possible. Furniture orders cannot be cancelled or refunded due to production delays beyond the estimated timeframe.



Furniture Finish & Color Variations

Furniture is not eligible for return or exchange due to finish color differences.

Colors may appear slightly different due to:

  • Monitor or screen settings

  • Lighting conditions

  • Natural variations in wood

For this reason, we strongly recommend ordering finish samples before placing your furniture order if color accuracy is important.


Furniture Delivery & Refusal Policy

Furniture deliveries are typically completed without issue, and damage during transit is uncommon. However, we ask that customers carefully inspect their furniture at the time of delivery.

If you notice minor cosmetic issues such as small scratches, scuffs, or finish imperfections, please note the damage on the delivery receipt or signature line before signing. Minor issues can typically be resolved through professional on-site repair, which we are happy to arrange when necessary.

In the rare event of significant structural damage that affects the usability of the furniture, you may refuse delivery so the item can be returned to the woodshop for repair or replacement.

Please keep in mind that refusing delivery for minor cosmetic concerns is not necessary, as most issues can typically be corrected without returning the furniture. Additionally, delivery refusals should only occur in cases of significant transit damage, as furniture cannot be refused due to finish variations, natural wood characteristics, or other non-damage-related concerns.

If you have any questions about the delivery process or need assistance after your furniture arrives, please don’t hesitate to contact us. Our team will be happy to help coordinate the best solution.



Exchanges & Repairs

If your item arrives with manufacturer defects or damage from shipping, we will gladly repair or replace the item when possible.

Please contact us at contact@thewoodreserve.com with:

  • Your order number

  • Photos of the issue

  • A brief description of the problem

Our team will review the situation and provide the next steps. Some exclusions may apply.



Refund Processing

Once your return is received and inspected, we will notify you by email that we have received your item.

If approved:

  • Your refund will be processed

  • A credit will automatically be applied to your original payment method

Please allow several business days for your financial institution to post the refund.



Lost or Stolen Packages

While uncommon, packages can occasionally be lost or stolen during transit.

If this occurs, please contact us and we will assist in filing a claim with the shipping carrier and work with you toward a resolution.