Returns & Refunds Policy
Effective Date: July 5, 2026
At Wood & Grain Handmade, every item is handcrafted with care from natural wood. Because each product is unique, we ask that you review this policy before making a purchase.
This policy should be read together with our Terms & Conditions, Shipping Policy, and Privacy Policy.
1. Change of Mind
Due to the handmade and often one-of-a-kind nature of our products, we generally do not accept returns, exchanges, or refunds for:
- Change of mind
- Personal preference
- Ordering the wrong item
- Ordering the wrong quantity
- Minor natural variations in wood grain, colour, knots, texture, size, or finish
- Differences in appearance caused by screen or display settings
These natural characteristics are part of solid wood and make each handcrafted piece unique.
Nothing in this policy limits any rights you may have under applicable Canadian law.
2. Damaged, Defective or Incorrect Items
If your order arrives:
- damaged during shipping;
- contains a manufacturing defect; or
- you receive the wrong item,
please contact us within 7 calendar days of delivery by emailing info@woodgrainhandmade.ca.
To help us resolve your claim as quickly as possible, please include:
- your order number;
- a description of the issue;
- clear photographs of the product;
- photographs of the shipping packaging (if applicable); and
- photographs of the shipping label (where applicable).
We may request additional information if necessary.
Once your claim has been reviewed, we may, at our discretion and where appropriate:
- repair the product;
- replace the product;
- exchange the product for an equivalent item (where available); or
- issue a full or partial refund.
Any remedy provided will comply with applicable Canadian consumer protection laws.
3. Custom or Personalized Products
Custom-made, personalized, engraved, or made-to-order products cannot be cancelled, returned, exchanged, or refunded unless they:
- arrive damaged; or
- are materially different from what was agreed upon.
4. Items Not Eligible for Return or Refund
Returns, exchanges, replacements, or refunds will generally not be provided for products that have been damaged due to:
- improper use;
- misuse;
- accidental damage;
- neglect;
- improper storage;
- failure to follow the applicable care instructions;
- modification or repair after delivery;
- exposure to excessive moisture, water, heat, sunlight, or harsh chemicals;
- dishwasher use or soaking (where applicable);
- normal wear and tear; or
- any use other than the product’s intended purpose.
These situations are not considered manufacturing defects.
5. Natural Characteristics of Wood
Wood is a natural material.
Variations in:
- grain pattern;
- colour;
- texture;
- knots;
- mineral streaks;
- growth rings;
- small natural imperfections; and
- slight dimensional differences
are normal characteristics of handcrafted solid wood products and are not considered defects.
6. Return Authorization
Please do not send products back without contacting us first.
If a return is approved, we will provide instructions for returning the item.
Unauthorized returns may be refused or returned to the sender.
7. Return Shipping
If a return is approved because:
- the item was damaged;
- the item was defective; or
- we shipped the wrong product,
Wood & Grain Handmade will cover reasonable return shipping costs or provide an alternative return solution.
For any other approved return permitted under applicable law, the customer may be responsible for return shipping costs unless otherwise required by law.
8. Refunds
Approved refunds will be issued using the original payment method whenever reasonably possible.
Please allow several business days for your payment provider or financial institution to process the refund after it has been issued.
Shipping charges are generally non-refundable unless:
- required by applicable law; or
- the return is due to our error, a manufacturing defect, or shipping damage.
9. Order Cancellations
Orders may be cancelled before they have been shipped.
Once an order has been shipped, it generally cannot be cancelled.
If an order for a unique item must be cancelled because the item becomes unavailable due to an inventory error or unforeseen circumstances, we will issue a full refund.
Custom or personalized orders may not be cancelled once production has begun.
10. Limitation
This Returns, Refunds & Exchanges Policy does not limit, exclude, or replace any rights or remedies that cannot legally be excluded under applicable Canadian law.
11. Contact Us
If you have any questions regarding this policy or wish to request a return, please contact us:
Wood & Grain Handmade
Email: info@woodgrainhandmade.ca