Refund policy
Return Eligibility
We accept return requests within 30 days of delivery only for items that:
- Arrive with manufacturing defects.
- Are damaged during shipping.
- Are incorrect or materially different from what was ordered due to an error on our part.
We do not accept returns or exchanges for a change of mind, personal preference, or an incorrect size selected by the customer.
Natural variations in wood grain, color, and texture are characteristics of handcrafted wood products and are not considered defects.
Custom and Made-to-Order Items
Custom, personalized, and made-to-order items cannot be returned or exchanged for a change of mind.
If your item arrives defective, shipping-damaged, or incorrect due to an error on our part, it remains eligible for a return, replacement, or refund under this policy. Please submit your request within 30 days of delivery.
How to Request a Return
Please email support@flowwoodstudio.com within 30 days of receiving your order and include:
- Your order number.
- A description of the issue.
- Clear photos of the item, the affected area, and the packaging.
Please retain the original packaging while we review your request.
All returns require prior approval. Once your return is approved, we will provide shipping instructions and the appropriate return address. Please do not send an item back without contacting us first.
Condition of Returned Items
Items must not have been used beyond what is reasonably necessary to unpack and inspect them. Please return all included components and use the original packaging where possible, or suitable protective packaging as instructed.
Damage or defects reported as the reason for an approved return do not make that return ineligible.
Damage caused after delivery by misuse, modification, improper installation, or failure to follow care instructions is not covered.
Return Shipping Costs
For approved returns involving defective, shipping-damaged, or incorrect items, we cover the return shipping cost and provide a prepaid return label or arrange the return shipment.
Replacements and Exchanges
Replacements or exchanges are available for approved claims involving defective, shipping-damaged, or incorrect items, subject to availability.
Once the returned item has been received and inspected, we will arrange the approved replacement. If a replacement is unavailable, we will arrange a refund for the affected item.
Exchanges for a change of mind, a different size, or a different design are not accepted.
Refunds
Approved refunds are issued to the original payment method after the returned item has been received and inspected.
- Refund processing: within 2 business days after inspection.
- Bank or payment provider processing: an additional 5–7 business days may be required for the refund to appear in your account.
If your refund has not appeared after this period, please check with your bank or payment provider, then contact us if further assistance is needed.
Sale Items
Sale or discounted items are eligible for return, replacement, or refund if they arrive defective, shipping-damaged, or incorrect, subject to the same conditions and deadlines described above.
Contact Information
Email: support@flowwoodstudio.com
Business Name: FlowWood Studio LLC
Business Address: 30 N Gould St Ste N, Sheridan, WY 82801, United States
Support Hours: Monday to Friday, 10:00 AM–8:00 PM (EST)
Please contact us for return authorization and shipping instructions before returning an item. The business address listed above should not be used as a return address unless we instruct you to do so.