At Timber Story, customer satisfaction is our priority. We take great care in designing, crafting, and packaging every product to ensure it reaches you in excellent condition. Since many of our products are handcrafted and personalized, our Refund & Returns Policy has been designed to ensure a fair and transparent experience for both our customers and our business.
Before placing an order, we encourage you to read this policy carefully. By completing your purchase on our website, you acknowledge and agree to the terms outlined below. These guidelines explain the conditions under which returns, replacements, cancellations, and refunds may be accepted.
Each Timber Story product is carefully inspected before dispatch. However, if you receive a damaged, defective, incorrect, or incomplete product, we are committed to resolving the issue promptly. Our team will review every request individually and provide the most appropriate solution based on the circumstances.
For customized and made-to-order products, including custom portraits, personalized name plates, and other personalized wooden artwork, special return and refund conditions apply. As these products are uniquely created according to customer specifications, they are generally not eligible for return or refund once production has begun.
Returns
We accept return requests only if the product received is:
Damaged during transit.
Defective due to a manufacturing issue.
Incorrect product received.
Missing parts or incomplete order.
To request a return, customers must contact us within 48 hours of receiving the order and provide clear photographs or videos showing the issue.
Products must be unused, uninstalled, and returned in their original packaging along with all accessories (if applicable).
Non-Returnable Products
The following products are not eligible for return or exchange:
Custom Portraits
Personalized Name Plates
Made-to-Order Products
Customized Wooden Artwork
Products created according to customer specifications.
Products damaged due to improper installation, misuse, accidents, or normal wear and tear.
As these products are specially designed and manufactured according to individual customer requirements, they cannot be resold or reused.
Refund Policy
Refunds will only be processed after the returned product has been received and inspected by our quality team.
If the return request is approved, the refund will be initiated to the original payment method within 7–10 business days.
Shipping charges, installation charges, gift wrapping charges, or any additional service charges are generally non-refundable, unless the error occurred from Timber Story’s side.
Replacement Policy
If the product is received damaged, defective, or incorrect, Timber Story may offer a replacement instead of a refund wherever applicable.
Customers may be required to share photographs or videos before the replacement process is initiated.
Replacement requests are subject to product availability.
Cancellation Policy
Orders may be cancelled only before production or dispatch has begun.
Once a handcrafted or custom product enters the manufacturing process, cancellation requests cannot be accepted.
For personalized products, custom portraits, and made-to-order items, cancellation is generally not permitted after order confirmation, as production begins specifically for your order.
Custom Portrait Orders
Custom portrait orders require customers to upload personal photographs or artwork references.
As these products are uniquely created for each customer, they cannot be returned, exchanged, or refunded once the design process or production has started.
Customers are requested to carefully review all uploaded images, spelling, customization details, and order information before confirming the order.
If Timber Story makes an error in customization that differs from the approved order details, we will review the issue and provide an appropriate resolution.
Damaged Shipments
If your package appears damaged, tampered with, or opened at the time of delivery, please record an unboxing video and take clear photographs before opening the package.
Claims for damaged products should be reported within 48 hours of delivery.
Requests received after this period may not be eligible for replacement or refund.
Unboxing Video Requirement
To ensure a fair and transparent resolution process, Timber Story requires customers to record a clear unboxing video at the time of opening the package. This video helps us verify the condition of the product upon delivery and assists in investigating claims related to shipping damage, missing items, incorrect products, or manufacturing defects.
Any claim regarding a damaged, defective, missing, or incorrect product must be supported by an unboxing video along with clear photographs of the product and its packaging. Claims submitted without a valid unboxing video may not be eligible for replacement, refund, or further investigation.
Please ensure that the video starts before opening the package and clearly captures the shipping label, sealed packaging, and the condition of the product inside.
Contact Us
If you have any questions regarding returns, refunds, cancellations, or replacements, please contact us.
