Return Policy

Tier 2: Custom Commissions & Bespoke Art Pieces

This policy applies to all custom builds, made-to-order commissions, or items containing custom design choices finalized via a Design Proposal.

Because custom commissions are engineered specifically to your personal choices, require upfront material procurement, and undergo a milestone-dependent build process, completed custom commission products are entirely non-refundable and cannot be returned.

To ensure complete fairness, our protections for custom work operate under the following strict boundaries:

2.1 Post-Delivery Acceptance & Intent of Use

• The 48-Hour Inspection Window: Upon receiving your custom commission, you have exactly 48 hours to inspect the piece and report any discrepancies between the physical item and the agreed-upon Design Proposal blueprint. If a verifiable structural fabrication error is identified within this window, we will work with you to repair or correct the issue at our expense. After 48 hours, the commission is legally deemed fully accepted.
• Classification as Functional Art: Our custom commissions—including but not limited to specialized display cabinets, keepsake chests, and detailed Kumiko panels—are classified and engineered as functional fine art and heirloom home decor. They are intentionally styled to be daily visual features rather than heavy-use utility surfaces. Damage or wear resulting from excessive daily physical utility, overloading, or high-friction usage is not eligible for compensation, repair, or store credit.

2.2 Natural Material & Climate Exclusions

As stated explicitly in our Terms of Use, real wood is a dynamic, living material that continuously adapts to its surrounding climate. We will not issue refunds, partial credits, or free structural alterations for the natural behavioral changes of authentic timber.

The following natural occurrences are completely excluded from our liability and do not constitute defects or grounds for a refund:

• Seasonal Wood Movement: Minor wood expansion or contraction, light surface checking (hairline cracks), or subtle opening of joinery seams caused by dry winter air or humid summer weather.
• The Patina Process: Natural shifting in wood color, deepening of tones, or ambering resulting from exposure to light, UV rays, or oxygen over time.
• User Maintenance Failures: Damage to natural finishes (like traditional shellac) caused by exposure to high-proof alcohol, standing liquids, heat marks, or harsh chemical cleaning solvents.

2.3 Commission Cancellations & Grace Window

We understand that sometimes plans change or unexpected circumstances arise. Our cancellation policy balances your flexibility with our workshop preparation schedule:

• The 48-Hour Grace Window: All custom commission orders are eligible for a full refund of the product purchase price if a written cancellation request is submitted within exactly forty-eight (48) hours of your initial order submission and payment.
• The Design Fee Exclusion: The $100.00 Design Fee is strictly non-refundable under all circumstances, including cancellations made within this 48-hour window. This fee represents immediate digital design engineering, consultation hours, and administration tasks that commence immediately upon transaction.
• Post-48-Hour Milestone Reductions: Once the 48-hour grace window expires, physical materials are ordered and workshop logs are set. Any cancellation received after the initial 48 hours is subject to the structured, milestone-based reductions outlined below to cover accrued material costs and master bench labor:
  • Lumber Milling Stage: Up to 75% of the product cost is refundable (25% retained by Company).
  • Joinery & Panels Milestone: Up to 50% of the product cost is refundable (50% retained by Company).
  • Pre-Assembly & Fitting Stage: Up to 25% of the product cost is refundable (75% retained by Company).
  • Final Glue-Up & Finishing Stages: 0% refundable (100% retained by Company).