Refund Policy

Last updated: August 10, 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 packed for shipping. While we aim for perfection, we understand that damage during transit can happen — and we’re here to support you when it does.

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✅ Eligibility for Refunds

Refunds are only granted if your item arrives damaged due to shipping or manufacturing defects. To qualify for a refund:

• You must record an unboxing video showing:

  1. The package fully sealed, with shipping labels clearly visible

  2. The entire unboxing process in one continuous take (no cuts or edits)

  3. The damaged area or defect clearly visible in the video

📌 This video is the only accepted form of evidence.
We cannot accept refund claims without it, as we cannot verify whether the damage occurred during shipping or after delivery due to improper assembly, misuse, or handling.

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📦 Time Limit to Request a Refund

All refund requests must be submitted within 3 days of delivery. Requests made after this period may not be eligible for review.

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🔧 Approved Cases & Our Resolution

If your unboxing video clearly shows damage caused by:

• Shipping issues (e.g., cracked wood, structural damage), or

• Manufacturing defects (e.g., loose joints, visible flaws),

…we offer two possible resolution options:

1. Partial Refund – issued directly to your original payment method.

2. Repair Coverage – we will reimburse the cost of a local technician or carpenter fee, up to a reasonable amount (based on invoice or market standard). Our team can also advise on the best repair method if needed.

Our goal is to ensure your piece remains beautiful and functional — without unnecessary waste, and without you bearing the burden alone.

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🚫 Refunds Are Not Granted For:

• Change of mind or buyer’s remorse

• Personal preferences (e.g., "not what I expected")

• Custom orders that match the approved preview

• Damage caused by misuse, improper assembly, or use in unintended environments (e.g., prolonged outdoor exposure for indoor items)

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📤 After Refund Approval

Once your request is approved, refunds will be processed to your original payment method within 7–10 business days.

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📝 How to Request a Refund

If your item qualifies for a refund under our policy, please follow these steps:

1. Record a full unboxing video as described above (sealed package, uncut video, visible damage).

2. Email us at support@timberustic.com

   • Subject: Refund Request – Order #TR[Your Order Number]

   • Include the following:

     • Your full name

     • Order number

     • Date of delivery

     • A brief description of the issue

     • The unboxing video file (or a direct video link)

     • The billing invoice for the repair (from a local technician or carpenter)

3. Our team will review your request and respond within 2–3 business days.

If approved, we will reimburse the verified repair cost to your original payment method within 7–10 business days.