Refund Policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your request must be approved and the item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. To process a return request, please contact us at support@etchedonwood.com. Please do not send back items without confirmation from our team as items returned or sent back without authorization will not be eligible for a refund.

Please note that with customized items, returns are only possible if the pieces are defective or damaged.

Refunds (if applicable)
For approved returns, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If an item arrives damaged or defective, please contact us at support@etchedonwood.com with a photo to show the issue clearly. Additional photos may be requested. Custom made items are not illegible for refunds and will not be accepted if returned without notice or authorization.

Cancellations
As every piece is custom made and we are one of the industry's fastest in producing custom work, please send cancellation requests within 12 hours. If the requests exceeds 12 hours, a cancellation fee may apply. If production has already started on your piece, the order cannot be cancelled.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@etchedonwood.com.

Sale Items (if applicable)
Only full priced items may be refunded. Items purchased during a sale or with a discount cannot be refunded.

Exchanges or Replacements (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@etchedonwood.com and provide a photo of the defect and damage.

Lost or Missing Items
We are not responsible for lost or stolen items that were delivered. If your item was lost by a shipping carrier and the tracking information shows it was not delivered, we will send you a replacement. If the tracking information shows delivered, we cannot issue a refund. Please check with neighbors and other members residing at your home. If they have not been able to find it, contact your local post office for more information regarding your item. You may need to file a claim if your item was lost by the carrier.

Reshipments
If the wrong address was provided to us or the item was returned to sender multiple times, you may not be eligible for free shipping and need to pay additional costs to have your item resent. Please note we cannot refund items that were returned due to incorrect or insufficient address issues.

30 Day Money Back Satisfaction Guarantee
Our 30 day money back guarantee applies from the date an order is placed to 30 days after. If for any reason your piece arrives damaged or defective, you are eligible for a brand new replacement within 30 days of delivery.

For any issues where we are not at fault such as typos, exceeding the given character count limits, entering the wrong customization, incorrectly entered shipping information, change of mind, or failing to read the character count and sizing policies will not be eligible for a refund. If there is a question or issue with your order, please contact us at support@etchedonwood.com and we are happy to help find a solution.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.