Refund & Return Policy

Last Updated: October 26, 2023

Thank you for shopping at SoulWood. We take great pride in our handcrafted products. As each piece is unique and made with natural materials, slight variations in grain, texture, and color are to be expected and celebrated. These are not considered defects.

1. DAMAGED OR INCORRECT PRODUCTS

We are committed to ensuring your items arrive in perfect condition. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

To report a damaged or incorrect item, you must contact us within 48 hours of delivery. Please email us at [email protected] with:

• Your order number.
• A detailed description of the issue.
• Clear photographs of the damage/incorrect item and the packaging.

Upon verification, we will arrange for a replacement or a full refund at our discretion.

2. GENERAL RETURNS

Due to the made-to-order and handcrafted nature of our furniture, we do not accept returns or exchanges for reasons other than transit damage or manufacturing defects. We encourage you to be certain about your choice before placing an order. Please review product dimensions and details carefully.

3. NON-RETURNABLE ITEMS

Certain types of items cannot be returned, such as:

• Custom products (special orders or personalized items).
• Items on sale or clearance.
• Gift cards.

4. REFUNDS

If a refund is approved, you’ll be automatically refunded on your original payment method within 10-15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

5. ORDER CANCELLATIONS

An order can be cancelled within 24 hours of placement. After 24 hours, the order is sent to our workshop for production and cannot be cancelled.

6. QUESTIONS

If you have any questions concerning our return policy, please contact us at: [email protected].