Refund policy

Return & Refund Policy

Last updated: August 22, 2026

At VEYRAWOOD, every product is carefully handcrafted, inspected, and packed before shipment. We want customers to feel confident when purchasing from us while recognizing that natural wood products and custom-made furniture require special handling.

This policy explains return eligibility, cancellations, return shipping costs, damaged products, and refund processing.

1. Return Eligibility

Eligible standard products may be returned within 30 calendar days of delivery.

To qualify for a return, the product must be:

  • Unused

  • Uninstalled

  • Unmodified

  • Free from damage, stains, odors, or signs of use

  • Returned with all components, hardware, accessories, and instructions

  • Securely packed in its original packaging whenever reasonably possible

  • Accompanied by proof of purchase

A return request must be submitted within 30 calendar days of the confirmed delivery date.

Customers must receive return authorization from VEYRAWOOD before sending any product back.

Products returned without prior authorization may be refused or delayed.

2. Standard Made-to-Order Products

A product may be produced after the order is placed while still using the standard dimensions, finish, and configuration shown on the product page.

These standard made-to-order products remain eligible for return under this policy unless the product page clearly identifies the item as custom, personalized, or final sale.

3. Custom and Personalized Products

Custom and personalized products are not eligible for return or exchange due to a change of mind, incorrect customer measurements, preference, or incompatibility with the intended space.

A product is considered customized when it includes one or more of the following:

  • Dimensions different from the standard product listing

  • Customer-selected structural modifications

  • Personalized engraving or markings

  • A custom wood species

  • A custom finish not included in the standard listing

  • A special configuration

  • A product manufactured from a customer-approved drawing

  • Any other customer-requested alteration

Custom products may still qualify for repair, replacement, or refund if they arrive damaged, contain a verified manufacturing defect, or materially differ from the specifications approved by the customer.

Customers are responsible for reviewing and approving all custom dimensions, drawings, finishes, and specifications before production begins.

4. Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective, or materially different from the order:

  • Customized or personalized products

  • Products marked “Final Sale” before purchase

  • Products that have been installed or mounted

  • Products altered, repaired, refinished, or modified by the customer

  • Products damaged through misuse or improper installation

  • Products damaged by unsuitable wall fixings or mounting surfaces

  • Products damaged because published weight limits were exceeded

  • Products without essential components or hardware

  • Products returned after the stated return period

  • Clearance products identified as non-returnable before purchase

5. Natural Wood Characteristics

VEYRAWOOD products are made from natural wood. Each piece may vary in:

  • Grain pattern

  • Color and tone

  • Knots and markings

  • Texture

  • Organic edges

  • Shape and proportion

  • Small natural checks or surface variations

These characteristics are part of the natural material and make every product unique. They are not normally considered defects.

Product photography is intended to represent the overall design and finish. However, an individual piece will not be identical to another piece or to the exact wood grain shown in a sample photograph.

Natural variation does not remove a customer’s right to return an otherwise eligible standard product within the applicable return period.

6. How to Request a Return

To request a return, email:

veyrawoodglobal@gmail.com

Use the subject line:

Return Request – Order #[ORDER NUMBER]

Please include:

  • Order number

  • Customer’s full name

  • Product being returned

  • Reason for the return

  • Photographs of the complete product

  • Photographs of the product packaging

  • Confirmation that the product has not been installed or modified

We will review the request and respond within 1–2 business days.

If the return is approved, we will provide:

  • Return authorization

  • Return instructions

  • Authorized return address

  • Packaging requirements

  • Available return shipping options

Do not send a product to the original shipping address or manufacturing workshop unless specifically instructed to do so.

7. Return Shipping Costs

Change-of-Mind Returns

For returns caused by a change of mind, incorrect customer selection, unsuitable size, or other reasons not caused by VEYRAWOOD:

  • The customer is responsible for return shipping costs.

  • Original outbound shipping charges are non-refundable.

  • The customer is responsible for safe return packaging.

  • Any customs, brokerage, storage, or handling charges associated with the return are the customer’s responsibility.

If VEYRAWOOD provides a prepaid return label or arranges return freight, the corresponding cost may be deducted from the refund.

Damaged, Defective, or Incorrect Products

If VEYRAWOOD confirms that a product arrived damaged, contains a manufacturing defect, or differs materially from the order:

  • VEYRAWOOD will cover authorized return shipping.

  • No restocking fee will apply.

  • Original shipping charges will not be deducted.

  • We may offer repair, replacement parts, replacement product, partial refund, or full refund, depending on the circumstances.

Customers must not independently arrange an expensive return shipment without written authorization. Unauthorized shipping expenses might not be reimbursed.

8. Restocking Fees

Small and Standard-Size Products

No standard restocking fee applies to eligible small products returned unused, uninstalled, complete, and in their original packaging.

A reasonable deduction may apply if:

  • Original packaging is missing

  • Replacement packaging is required

  • Components or hardware are missing

  • The product requires additional cleaning or inspection

  • The condition has been reduced while in the customer’s possession

Large and Oversized Products

Eligible large or oversized products returned for reasons not caused by VEYRAWOOD are subject to a 15% restocking fee.

This fee helps cover specialized handling, inspection, repackaging, and warehouse processing.

The restocking fee does not apply when the return results from a verified manufacturing defect, shipping damage, or fulfillment error by VEYRAWOOD.

9. Return Packaging

Customers must take reasonable care to protect returned products during transportation.

Whenever possible, use:

  • Original shipping carton or crate

  • Original foam and protective inserts

  • Corner protection

  • Moisture protection

  • Secure internal restraints

  • Appropriate fragile or handling labels

The customer is responsible for damage occurring during return transportation when the return is caused by a change of mind or customer selection.

We strongly recommend using a trackable and insured shipping service.

VEYRAWOOD is not responsible for a customer-arranged return that is lost or damaged before reaching the authorized return location.

10. Inspection of Returned Products

All returned products are inspected after arrival.

The inspection normally takes 3–5 business days.

We will verify:

  • Product identity

  • Product condition

  • Completeness

  • Installation or modification

  • Packaging condition

  • Return eligibility

  • Any applicable restocking or shipping deductions

If the return does not meet the eligibility requirements, we will contact the customer before issuing or denying a refund.

11. Refund Processing

After an eligible return passes inspection, the approved refund will be issued to the original payment method.

Refunds are normally initiated within 5–10 business days after inspection.

Depending on the bank, credit card issuer, or payment provider, additional time may be required for the refund to appear in the customer’s account.

The refund amount may be reduced by:

  • Non-refundable original shipping charges

  • Authorized return shipping costs

  • Applicable oversized-product restocking fees

  • Missing components

  • Damage caused after delivery

  • Necessary repackaging costs

No deduction will be made for verified shipping damage, manufacturing defects, or fulfillment errors caused by VEYRAWOOD.

Shipping charges, duties, or taxes will be refunded when required by applicable law.

12. Order Cancellations

Within 24 Hours

An order may be canceled for a full refund if the cancellation request is received within 24 hours of purchase and production has not begun.

After 24 Hours but Before Production

If production has not started, VEYRAWOOD may approve cancellation for a full refund.

After Production Has Started

For a standard product, an approved cancellation after production has started may be subject to a fee of up to 20% of the product price to cover materials and completed work.

Custom or personalized orders cannot normally be canceled after production has started or after custom specifications have been approved.

Please send cancellation requests immediately to veyrawoodglobal@gmail.com with the order number.

Submitting a cancellation request does not guarantee that the order can be stopped before production or shipment.

13. Damaged Deliveries

Please inspect the package as soon as it arrives.

Shipping damage must be reported within 7 calendar days of delivery whenever reasonably possible.

Email veyrawoodglobal@gmail.com and provide:

  • Order number

  • Description of the damage

  • Photograph of the complete product

  • Close-up photographs of the damaged area

  • Photographs of all sides of the package

  • Photographs of internal packaging

  • Photograph of the shipping label

Keep all packaging while the claim is being reviewed.

Do not install, repair, discard, or return the damaged product without written instructions from VEYRAWOOD.

Prompt reporting helps us submit a carrier claim. This reporting request does not limit statutory rights that cannot legally be excluded.

14. Manufacturing Defects

A manufacturing defect is a verified fault in materials, construction, or workmanship that affects the product’s intended use or structural integrity.

Manufacturing defects do not normally include:

  • Natural variations in grain, color, knots, or texture

  • Minor differences from sample photography

  • Damage caused by incorrect installation

  • Damage caused by unsuitable mounting hardware

  • Damage caused by exceeding published weight limits

  • Normal wear and aging

  • Changes caused by moisture, excessive heat, or direct sunlight

  • Damage caused by unauthorized modification or refinishing

Verified defects will be handled under this policy and any applicable VEYRAWOOD warranty.

15. Exchanges

VEYRAWOOD does not currently offer direct exchanges.

For an eligible standard product, customers may request a return and place a separate order for the preferred product.

Custom products cannot be exchanged unless VEYRAWOOD confirms a manufacturing error, shipping damage, or material difference from the approved specifications.

16. Refunds for Lost Shipments

A shipment must first be investigated by the shipping carrier before it is classified as lost.

If the carrier confirms that a shipment is lost and the loss was not caused by an incorrect customer address, refusal of delivery, or failure to cooperate with customs, VEYRAWOOD may provide:

  • Replacement shipment, or

  • Refund to the original payment method

The appropriate resolution will be discussed with the customer after the carrier investigation is completed.

17. Consumer Rights

This Return & Refund Policy does not exclude or restrict any statutory consumer rights that cannot legally be waived under applicable law.

Where applicable law provides customers with additional rights, those rights will continue to apply.

18. Contact Us

For return, cancellation, damage, or refund questions, please contact:

VEYRAWOOD Customer Care
Email: veyrawoodglobal@gmail.com
Response time: 1–2 business days

Please include the order number in all correspondence.