Refund policy
Returns & Refund Policy
Return eligibility depends on whether your item is personalized or non-personalized. Please contact us at hello@twowoodco.com before sending any item back. Returns sent without prior authorization may not be accepted. If a return is approved, we will provide the return instructions and return address.
Personalized and Made-to-Order Items
Because personalized TwoWoodCo pieces are made to order, we cannot accept returns, exchanges or refunds for change-of-mind purchases when there is no product-quality, fulfillment or TwoWoodCo engraving issue.
We engrave the personalization information submitted with the order. We cannot offer a return, replacement or refund when an engraving error results from an incorrect name, date, spelling, wording or other personalization detail supplied by the customer.
Cancellation or personalization changes for personalized orders must be requested within 2 hours of placing the order. After 2 hours, cancellations or changes cannot be accepted because production may have started.
Non-Personalized, Ready-Made Items
For eligible non-personalized items, a return may be requested within 14 days of delivery. The item must be unused, undamaged and in its original condition and packaging, with all included parts and accessories.
Return-shipping terms for non-personalized items may vary by product because of size and weight. For the Solid Walnut Jewelry Cabinet with Sensor Light, a US$49 return-shipping contribution will be deducted from the refund for a change-of-mind return. TwoWoodCo will cover any remaining cost of the approved return label. We do not charge a restocking fee or make a separate deduction for the original outbound shipping.
Non-personalized orders may be cancelled before shipment. Once an order has shipped, the return terms above apply.
Damaged, Incorrect or Defective Items
If your item arrives damaged, has a quality issue, is incorrect, is missing a component or contains an engraving error made by TwoWoodCo, please contact us at hello@twowoodco.com within 7 days of delivery.
Please include:
- Your order number
- A brief description of the issue
- A clear photo of the complete product
- A close-up photo showing the damage, quality issue, incorrect item, missing component or engraving error
- For transit damage, clear photos of the outer packaging and shipping label
Please keep the product and packaging until we provide next-step instructions. An unboxing video is not required.
After reviewing the issue, TwoWoodCo will provide a replacement or refund as appropriate. If a return is required for an approved product-quality problem, transit damage, incorrect item, missing component or engraving error made by TwoWoodCo, we will cover the return shipping cost.
Damage caused after delivery by misuse, improper handling or improper storage is not considered a product-quality issue.
Refunds
Approved change-of-mind refunds are issued after the returned item has been received and inspected. We will notify you after inspection and issue the approved refund to the original payment method. The time required for the refund to appear depends on your bank or payment provider.
Lost Packages
TwoWoodCo accepts responsibility for a package confirmed as lost. After review or a carrier investigation, we will provide a replacement or refund as appropriate.
This policy does not limit any rights available under applicable law.
Questions
Please contact us at hello@twowoodco.com.
