Refund policy

Summary

1. Order cancellation

You may cancel for a full refund within 24 hours of placing your order. Within this window we have not yet committed materials or workshop time, so nothing is deducted.

After 24 hours, 30% of the order value is non-refundable. Once the 24-hour window closes, we begin work: timber is selected and cut to your specification, and workshop capacity is reserved for your piece. Because every piece is made to individual specification, partially completed work cannot be reallocated to another customer or recovered through resale. 

Once your order has been dispatched, it can no longer be cancelled.

2. Returns

We do not accept returns at any stage. This includes orders cancelled after dispatch and orders refused at delivery.

Three factors sit behind this:

• Your piece was made only for you. It is built to the specification you confirmed, and cannot be offered to another customer.
• You approved it before it shipped. We send photo updates during production, including images of the finished piece, and we dispatch only after you confirm you are satisfied.
• Outbound shipping is at our expense. We advertise free delivery, but the freight cost on a large wooden item is real and is not recoverable once shipped.

We also cannot accept returns for:

• Damage caused by handling, assembly, or installation after delivery
• Natural variation in grain, colour, or knot pattern inherent to solid wood
• Dimensions or finish that match the specification you confirmed, but did not suit your space
• Items altered, refinished, or repaired after delivery

None of the above applies where the fault is ours. See section 3.

3. Where the fault is ours

We stand behind our own work. We will replace, repair, or partial refund where:

1. The wrong item or wrong size was delivered — you received a different piece, or the dimensions do not match your confirmed specification.
2. The piece does not match what you approved — a material deviation from the confirmed design, such as wrong structure, missing elements, or an incorrect stain (excluding natural wood variation).

Report within 5 days of delivery to hello@tailorwoodhaven.com, with your order number and:

• Photographs of the complete piece and close-ups of the issue
• For a size dispute, a photograph with a tape measure visible against the piece
• Your full unboxing video

We will assess and propose a remedy — replacement, repair, or partial refund.

4. Damage in transit

Transit damage is handled as a carrier claim, and a refund depends on evidence the carrier will accept. Report within 5 days of delivery. Carriers reject claims that are incomplete, and once the packaging has been discarded the evidence cannot be recreated.

You will need all seven of the following:

1. Six photographs of the outside of the box — one per side, showing damage, box material, and whether the box appears new or reused
2. One photograph of the internal cushioning — bubble wrap, foam, cardboard dividers, and how much was used
3. One photograph of the seal or strapping, if present
4. Photographs of the damage itself, with a written description of what has failed
5. A photograph showing the position of the piece inside the box, before removal
6. Photographs of any unusual markings or labels on the outside — a customs inspection notice or carrier repackaging label, for example
7. A photograph of the shipping label with the tracking number readable

A continuous unboxing video, recorded from the sealed box to the fully revealed piece, covers items 1 through 5 and is the strongest single piece of evidence. We recommend one for every delivery.

Without this documentation we cannot file a claim, and we cannot issue a refund. This is not a formality on our side — it is what the carrier requires of us. Please also keep all original packaging until the claim closes.

How transit damage is resolved

Damage caused by the carrier is not a fault in our workmanship, and the piece has already been built and paid for on our side. We therefore do not treat transit damage as an automatic refund. What we do instead:

• We file the claim with the carrier on your behalf, using the documentation above, and we manage the process for you.
• We keep you updated while the carrier investigates, which can take several weeks.
• Once the outcome is known, we agree a resolution with you. Depending on the extent of the damage and what the carrier accepts, this may be replacement parts, repair support, a partial credit, a remake, or a partial refund.

The form and value of the remedy is agreed case by case against the carrier outcome, and is not a guaranteed refund of the order value. Full procedural detail is in our Shipping Policy.

5. Our approach to disputes

Where responsibility is genuinely shared — an ambiguous specification, a minor variation, a borderline carrier outcome — we would rather talk than apply the letter of this policy. Contact us and we will look for a fair split, which may mean a partial refund, a repair contribution, an exchange, or store credit.

We ask one thing in return: come to us first. Filing a payment dispute before contacting us removes our ability to resolve it, and we will respond to any dispute with the order record, your production approvals, and this policy.

8. General

This policy is governed by the laws of Hong Kong SAR. Nothing in this policy limits or excludes any right you have under the mandatory consumer protection law of your own country of residence, and where such a right conflicts with a term above, that right prevails. If any provision of this policy is found unenforceable, the remainder continues to apply.

Contact

Email: hello@tailorwoodhaven.com
Phone: +1 (647) 608-1571

Tailor Wood Haven is operated by RND Company Limited, Flat A, 7/F, Wing Tai Centre, 12 Hing Yip Street, Kwun Tong, Kowloon, Hong Kong.

Last updated: August 04, 2026, 9:00 AM HKT