Refund & Replacement Policy
We want you to love your SoWood gift. Every piece is personalized and made to order, so instead of returns we offer a refund or a free replacement when something isn’t right.
7-Day Refund & Replacement
Please note:
The issues below are covered when you contact us within 7 days of delivery.
Because every item is made just for you, we don’t accept returns or exchanges for any other reason.
| 1 | You received the wrong product or design. |
| 2 | Your item arrived damaged, defective or broken. |
| 3 | Items are missing from your order. |
| 4 | Your package did not arrive within the estimated delivery time shown on our website. |
Not Covered
Please note:
We’re unable to offer a refund or replacement in these cases.
| 1 | Personal reasons, such as a change of mind or not liking the design you approved. |
| 2 | Minor color differences between the on-screen preview and the finished product. Screens and materials vary. |
| 3 | Size differences within manufacturing tolerance: ±2 mm for items up to 10 cm, ±5 mm for items over 10 cm, and up to 3 cm for fabric products. |
| 4 | Requests made more than 7 days after delivery. |
| 5 | Incorrect or incomplete shipping details entered at checkout. |
| 6 | Packages returned because of the address: incomplete address or unknown recipient, nobody available to receive it, an expired or full P.O. Box, or a location the carrier can’t access (for example a gated community or aggressive animals). |
What We Need From You
Please include the following in your ticket within 7 days of receiving your order:
- Clear photos or a short video showing the issue.
- A photo of the shipping label on the outer package.
- For lost packages, we may ask you to open a Service Request with USPS to help the investigation (see how).
Claims without clear proof, or with blurry photos, can’t be approved.
Refund & Replacement Procedure
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Step 1
Click the button below to open a support ticket within 7 days of delivery.
Submit a Ticket -
Step 2
Add your order number, photos or a video of the item, and a photo of the shipping label.
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Step 3
Once we’ve verified your claim, choose a refund or a free replacement.
Your Options
Once your claim is verified, you can choose:
- A refund to your original payment method, or
- A free replacement of the damaged, defective or missing item(s). Replacements cover the affected items only, not the whole order.
We’re always working to improve our products and service. Thank you for your understanding.
