Refund Policy

Last updated: Nov 29, 2025

At Timberustic, we take pride in crafting every piece by hand and delivering it with care. All products are made-to-order, often customized, and carefully inspected throughout the entire production process to ensure accuracy.

Before any item is shipped, we follow a transparent four-step confirmation workflow with every customer:

Raw Version Preview – We send photos of the wood selection, grain pattern, and the initial structure.
Surface Finish Preview – We confirm sanding quality, final shaping, and surface preparation.
Color Preview – We send images of the stain or finish color applied on the actual piece for the customer to approve.
Final Finished Preview – We provide photos of the completed product (full angles, details, and hardware) for final approval.

Only after you confirm the Finished Version do we proceed to secure packaging and arrange shipment.
While we aim for perfection at every step, we understand that transit damage may still occur — and we’re here to support you when it does.

🔄 Order Cancellations

You may cancel your order within 48 hours of placing it for any reason.
During this period, production has not yet begun, so cancellation is free and fully refundable.

After 24 hours, your order enters our production queue and materials are allocated.
At this stage, we are unable to cancel or refund the order due to change of mind, as each piece is made-to-order.

✅ Eligibility for Refunds or Replacements

Refunds or replacements are accepted if your item arrives damaged or has manufacturing defects.

To help us verify the issue, please provide:

Clear photos or a short video showing the damaged part and shipping label, or
An unboxing video (recommended but not required) if available.

We accept either photos or video evidence.
This helps us identify whether the damage occurred during shipping or production and resolve your claim faster.

🕒 How to Request a Refund

Please contact us within 10 days of delivery via email at support@timberustic.com with:

Your order number
Photos or video of the damage
A short description of the issue

Our support team will respond within 12-24 hours.

🧾 Resolution Options

If your claim is approved, we will offer a resolution based on the condition of the item:

Full Refund – if the product arrives with severe damage that cannot be repaired or used safely.
Partial Refund – for minor or cosmetic damage that does not affect the structural integrity or functionality of the item.
Repair Coverage – if the item can be reasonably repaired, we may reimburse the cost of a local technician or carpenter (up to a reasonable amount based on invoice or market rate).

Refunds are processed to your original payment method within 7–10 business days after approval