Return & Refund policy
At Arboriswood, we create handcrafted solid wood furniture. Every piece is made after an order is placed. In this policy, "standard products" are pieces ordered in the sizes, finishes and configurations listed on our website, and "custom orders" are pieces made to specifications you request beyond those listed options. Please review this policy before placing an order.
1. Returns & Exchanges
Standard products may be returned or exchanged within 30 days from the date of delivery, including for a change of mind. To be accepted, returned items must be:
Unused, uninstalled, unmodified, and undamaged.
Complete with original hardware and accessories.
Properly packaged.
Accompanied by proof of purchase.
Authorized by us before return shipment.
Do not ship any product back without receiving return instructions from us. Returns requested more than 30 days after delivery or without prior authorization may not be accepted.
Products that have been installed, mounted, drilled, cut, altered, refinished, plumbed, or otherwise modified are not eligible for change-of-mind returns.
For non-defective returns, including change-of-mind returns, the customer is responsible for return shipping or freight costs. If we arrange return transportation, the actual cost may be deducted from the refund. Original shipping, freight, and expedited delivery charges are non-refundable unless otherwise required by law.
2. Refunds
Authorized returns will be inspected after receipt. Approved refunds will be issued to the original payment method within 10 business days. Banks or payment providers may require additional processing time.
Refunds may be reduced or denied if the item has been used, installed, modified, damaged after delivery, improperly packaged, or returned with missing parts.
3. Custom Orders
Custom orders, including personalized and modified pieces, are generally not eligible for return, exchange, or refund due to a change of mind or preference. This includes custom dimensions, wood types, colors, finishes, configurations, design changes, and other customer-requested specifications.
Customer approval: Before production, we may ask you to confirm details such as dimensions, wood type, color, finish, and configuration. During production, we may also send photos of the actual product at key stages, including the raw woodworking stage and the finished color or staining stage. You may request reasonable adjustments before production continues.
Once you approve the specifications or confirm that no changes are needed, those details become the final order specifications. A later change of preference about an approved characteristic does not by itself make the product defective or eligible for return or refund. This does not affect claims covered in Section 4.
4. Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery. If an item arrives damaged, defective, incorrect, or materially different from the approved specifications, contact us as soon as possible and provide:
Order number.
Photos of the packaging and shipping label.
Photos of the complete product and the issue.
Please keep the original packaging until the issue is resolved. For verified manufacturing defects, shipping damage, incorrect items, or errors on our part, we will provide appropriate instructions. Depending on the circumstances, we may offer repair, replacement parts, replacement, return authorization, or refund.
5. Natural Wood Characteristics
Natural solid wood varies in grain, color, tone, knots, texture, markings, and live-edge shape. These reasonable natural variations are not considered manufacturing defects, and products may differ slightly from website photographs.
6. Cancellations & Refused Deliveries
Cancellation requests should be made as soon as possible. Once custom production, material preparation, woodworking, or finishing begins, cancellation may no longer be available.
Customers should not refuse delivery without authorization. Return freight, storage, carrier, or redelivery costs may be deducted from any eligible refund for unauthorized refused deliveries.
7. Contact Us
To request a return, refund, exchange, cancellation, or report an issue, please contact us before shipping any product back.
Arboriswood
Support Hours: Monday to Friday, 10:00 AM to 8:00 PM (EST)
Website: Arboriswood.com
Email: Support@arboriswood.com
Phone: +1 6266319564
Address: 212 N 2ND ST STE 100, Richmond, Kentucky 40475, United States