Returns & Refund Policy
Effective Date: July 2, 2026
At Ingrain Wood Co., every piece is thoughtfully crafted using premium hardwoods and built with exceptional attention to detail. Because many of our products are custom-made, our return policy differs from that of mass-produced retailers.
Please review the following information before placing your order.
Custom & Personalized Orders
Custom, personalized, and made-to-order products are created specifically for you and are not eligible for return, exchange, or refund except in cases of:
- Manufacturing defects
- Damage during shipping
- Incorrect item received
Please review all dimensions, artwork, spelling, finishes, and customization details carefully before approving your order.
Standard Products
Non-custom items may be returned within 30 days of delivery, provided they are:
- Unused
- In their original condition
- Returned in the original packaging whenever possible
Customers are responsible for return shipping costs unless the return is the result of our error or a verified manufacturing defect.
Damaged Shipments
If your order arrives damaged:
- Photograph the package before opening it.
- Photograph the damaged item.
- Keep all original packaging materials.
- Contact us within 48 hours of delivery.
Timely reporting allows us to work with the shipping carrier and resolve the issue as quickly as possible.
Manufacturing Defects
We take great pride in our craftsmanship.
If you believe your product has a manufacturing defect, please contact us with photographs and a description of the issue. We will review your claim and, if approved, may:
- Repair the product
- Replace the product
- Offer a partial refund
- Issue a full refund when appropriate
The resolution will depend on the nature of the issue.
Natural Characteristics of Wood
Wood is a natural material, and every piece is unique.
Variations in:
- Grain pattern
- Color
- Figure
- Knots
- Mineral streaks
- Small natural imperfections
- Seasonal expansion and contraction
are expected and are not considered defects.
These characteristics are part of the beauty and authenticity of handcrafted hardwood products.
Order Cancellations
Orders may be canceled before production begins.
Once production has started, deposits and payments for custom work are generally non-refundable because materials and labor have already been committed to your project.
Refunds
Approved refunds will be issued to the original payment method.
Please allow 5–10 business days after processing for your financial institution to post the refund.
Shipping charges are non-refundable unless the return is due to our error or an approved warranty claim.
Exchanges
Because most of our products are custom-made, exchanges are generally not available.
If an issue arises with your order, please contact us. We will work with you to find a fair solution whenever possible.
How to Request a Return
To begin a return or report an issue, please contact us with:
- Your order number
- Your name
- A description of the issue
- Photographs, if applicable
We will respond as quickly as possible with next steps.
Contact Us
Ingrain Wood Co.
Email: info@ingrainwood.com
Phone: 888-813-7263
Website: https://www.ingrainwoodco.com