Refunds, Returns, and Exchanges

At Elmswick and Oak, we value your satisfaction and stand behind the quality of our work. However, due to the nature of custom woodworking, we have specific policies to ensure fairness and clarity. Please read the following carefully.

General Returns and Refunds

If you’re looking to return or exchange a non-custom product, we’re here to help! We offer returns within 30 days of purchase for a different product or a refund to the original payment method.

Custom Work

Due to the personalized nature of custom woodworking, all custom pieces are non-refundable. Custom orders are designed and crafted specifically for you, and as such, we cannot accept returns or provide refunds once the project is completed.

Exceptions to the Return and Refund Policy

  • Custom Orders: All sales on custom pieces are final and cannot be refunded or exchanged.

  • Discounted Items: Items purchased on sale are final and cannot be returned or exchanged.

  • Condition of Returned Items: Non-custom items must be returned in their original packaging, and show no visible signs of wear or use.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us immediately at info@elmswickandoak.com with your order number and photos of the damage. We will address these issues on a case-by-case basis and work towards a satisfactory resolution.

How to Initiate a Return

  1. Forward your order confirmation email to info@elmswickandoak.com and specify which items you would like to return.

  2. We will confirm your return request and provide the return shipping address and instructions.

  3. Ship all items back to us using a trackable method.

Refund Process

  • After we receive your returned item and inspect its condition, we will process your refund or exchange.

  • Refunds will be sent to your original payment method. Please allow at least 15 days from our receipt of your item to process your return. Depending on your bank, refunds may take 1–2 billing cycles to appear on your statement.

  • A 10% restocking fee will be deducted from your refund amount for all non-custom returns.

Return Shipping

Customers are responsible for all return shipping charges. We recommend using a trackable method to ensure the item is received.

If you have any further questions, don’t hesitate to reach out to us at info@elmswickandoak.com.

This policy is fair to both you and your customers, clarifying expectations while protecting your business from potential issues related to custom work.