Refund policy

Return & Refund Policy

We’re about creating spaces that’ll stand the test in time, and our Satisfaction Guarantee is our promise to you. We love the transformative journey of our pieces and are passionate about sharing these steps with our clients. You will be receiving regular updates and photos throughout the process which means by the time you receive you piece, it will be the perfect piece for you.

Accidents happen in a home, we are all aware. And of course, we are here to help if that occurs. Should you ever have an issue with your piece - you can always reach out. Where possible, we are available to do a call out visit and repair on the spot or we may be able to guide you in the best way to repair yourself.

Please choose carefully before placing your order. Full payment upfront is required for all orders.

Made to Order Items

Throughout the whole process we will be in close contact and share photos for you to approve based on what we have agreed prior to commencing the work.
As each piece is custom made to order, we do not accept returns or refunds for change of mind, incorrect sizing, colour choice, or any customer-related reasons.
Once an item has been delivered, returns and refunds are not available.

Faulty or Defective Items

If there is a functional fault or manufacturing issue, please contact us within 7 days of delivery.
Where a fault is confirmed, we will offer an appropriate solution, which may include repair, replacement, or refund, depending on the situation.
Natural characteristics of timber (such as grain variation, knots, colour variation) and minor variations due to the handmade process are not considered faults.

Damage in Transit

If your item is damaged during delivery, please notify us immediately or within 24 hours of receiving the item, with clear photos.
Claims made after this timeframe may be difficult to assess or accept.

Australian Consumer Law

This policy is in addition to your rights under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.