Refund policy

At S Woodworks of Hatteras Island, each piece is built by hand with care and craftsmanship. Because many of our items are custom-made, our return and refund policies differ from those of mass-produced products. Please review the policy below before placing your order.

Custom & Made-to-Order Items

All custom furniture and made-to-order items are non-returnable and non-refundable once production has begun.

This includes items built to customer-selected:

  • Dimensions
  • Wood species
  • Finish or stain color
  • Design modifications

We work closely with customers to confirm all details before building to ensure satisfaction with the final product.

Deposits

Deposits for custom orders are non-refundable. Deposits secure your place in our production schedule and cover materials and preparation costs.

If a customer cancels an order before production begins, a partial refund may be issued at our discretion, minus any material or administrative costs already incurred.

Returns for Non-Custom Items

Items that are not custom-made may be eligible for return under the following conditions:

  • Return request must be made within 7 days of delivery
  • Item must be unused and in original condition
  • Customer is responsible for return shipping costs
  • Original shipping charges are non-refundable

A refund will be issued once the item is received and inspected.

Damaged Items

We take great care in packaging every order. If your item arrives damaged during shipping:

  1. Inspect the item immediately upon delivery
  2. Note any damage on the delivery receipt
  3. Take photos of the packaging and item
  4. Contact us within 48 hours of delivery

Failure to report damage within this timeframe may limit our ability to file a claim with the carrier.

We will work quickly to repair, replace, or resolve the issue as appropriate.

Natural Wood Characteristics

Wood is a natural material, and variations are part of its character. The following are not considered defects:

  • Grain variation
  • Knots
  • Color differences
  • Seasonal wood movement
  • Minor texture variations

These features make each piece unique and are expected in handcrafted furniture.

Refund Processing

Approved refunds will be processed to the original payment method.

Please allow:

  • 5–10 business days for processing after approval
  • Additional time depending on your bank or payment provider

Order Changes

Requests to change or modify an order must be made as soon as possible. Once production has started, changes may not be possible or may incur additional costs.

Questions

For questions about returns, refunds, or your order, please contact: