Refund & Returns Policy
At A5H Custom Works, every handcrafted piece is made with care, precision, and attention to detail. Because most of our products are custom-made or personalized specifically for each customer, our return policy differs from that of mass-produced retailers.
Custom & Personalized Products
Due to the custom nature of our products, all sales are final on custom-made, personalized, engraved, or made-to-order items.
We do not accept returns, exchanges, or offer refunds simply because:
- You changed your mind.
- You ordered the wrong item, size, or design.
- You no longer need the product.
- You are dissatisfied with a design that was approved prior to production.
Please review all customization details carefully before placing your order.
Defective or Damaged Products
We stand behind the quality of our craftsmanship.
If your order arrives with a manufacturing defect, workmanship issue, or material defect, please contact us within 7 days of delivery.
To help us evaluate the issue, please include:
- Your order number
- A description of the problem
- Clear photographs showing the defect
If we determine that the issue resulted from a defect in workmanship or materials, we will, at our discretion:
- Repair the item,
- Replace the item, or
- Issue a full or partial refund if a repair or replacement is not possible.
Normal wood grain variations, natural color differences, knots, mineral streaks, and other characteristics of natural materials are not considered defects. These features make every handcrafted item unique.
Damage resulting from misuse, improper care, accidents, normal wear and tear, or failure to follow provided care instructions is not covered.
Board Care Products
Our board care products, including cutting board oil and wax, may be returned if they meet the following conditions:
- Returned within 14 days of delivery.
- Unopened and unused.
- In their original packaging.
- In resalable condition.
Customers are responsible for return shipping costs unless the incorrect item was shipped or the product arrived damaged.
Once the returned item is received and inspected, an approved refund will be issued to the original payment method.
Return Authorization
Please contact us before returning any eligible item. Returns sent without prior authorization may be refused.
Shipping Costs
Original shipping charges are non-refundable unless the return is the result of our error or a verified defect.
Customers are responsible for return shipping costs on approved returns unless otherwise specified.
Cancellations
Orders for custom or personalized products may only be canceled before production begins. Once materials have been cut, engraved, printed, or production has started, the order cannot be canceled.
Questions
If you have any questions about this Refund & Returns Policy or need assistance with an order, please contact A5H Custom Works. We are committed to providing quality craftsmanship and excellent customer service and will work with you to resolve any legitimate concerns.