Refund policy

Eligibility for Returns & Refunds

We only accept returns or issue refunds in cases where there is a clear error on Tailor Wood Haven’s part, including:

1. The wrong item or size was delivered
2. The product does not match the agreed-upon finished product
3. There is a clear craftsmanship defect caused during production

We are unable to accept returns or issue refunds for:

• Customer remorse (change of mind).
• Custom orders delivered as specified.
• Damage caused by improper handling or installation after delivery.

If the issue is the result of damage during shipping, please refer to our Shipping Policy for detailed steps on how we assist with carrier claims.

1. Wrong Item or Wrong Size Delivered

What this means: You received a completely different item, or the dimensions do not match the confirmed specs in your order.

What to do:

• Email us at hello@tailorwoodhaven.com within 5 days of delivery
• Use the subject: Return Request – Wrong Item/Size – Order #[Your Order Number]
• Provide the following:
  • A photo of the full item you received
  • A photo with visible measuring tape showing the actual size
  • A screenshot or confirmation email of your original order (we can also verify this)
  • A photo of the packaging label
  • Full unboxing video

Next steps: Once verified, we’ll propose a resolution — typically a replacement or refund depending on your preference and the nature of the mistake. We may also arrange for the item to be returned to us.

2. Product Does Not Match the Agreed-Upon Finish

What this means: The product differs significantly from a custom finish you approved (e.g. wrong structure, missing elements, incorrect stain color not due to natural variation).

What to do:

• Email us at hello@tailorwoodhaven.com within 5 days of delivery
• Use subject: Return Request – Design Mismatch – Order #[Order Number]
• Provide:
  • Photos or video clearly showing the issue
  • Screenshots or PDF of the approved design/spec sheet (if applicable)
  • Close-up photos of specific areas (e.g. color, shape, joint, etc.)
  • Full unboxing video

Next steps: We will compare your item with the design you confirmed. If we determine there is a deviation caused by us, we’ll work with you on a fair resolution (e.g. send missing piece, partial refund, rebuild, replacement, or store credit).

3. Clear Craftsmanship Defect (Production-Related)

What this means: Visible structural flaws or defects caused by poor joinery, cracked wood, missing finishing, etc.

What to do:

• Email us at hello@tailorwoodhaven.com within 5 days of delivery
• Use subject: Return Request – Defect – Order #[Order Number]
• Provide:
  • Photos or videos clearly showing the issue
  • Photos showing the overall product and the specific defect
  • Full unboxing video

Next steps: We’ll assess the severity and cause. If the defect is confirmed to be our responsibility, we’ll coordinate a resolution, such as replacement, repair support, or refund.

Our Collaborative Approach

We’re committed to fairness and transparency. In cases where responsibility is shared (e.g., ambiguous sizing details or minor variations), we’ll discuss options openly and align on a balanced solution — which may include product exchange or partial refunds. If a return is approved, we will guide you through the next steps. Refunds, if applicable, will be processed to your original payment method.

Please Note:

• All claims must be submitted within 5 days of delivery.
• The item must be unused, in its original packaging, and in the same condition as received.
• We cannot accept returns/ refunds for items damaged after delivery (e.g., during installation or improper handling).
• We may request the return of the item depending on the resolution.