Refund policy

Refund & Returns Policy

At Burned Wood Creations, every item is carefully handcrafted using natural wood and pyrography, making each piece unique. I want you to be delighted with your purchase, and I'll always do my best to help if something isn't right.

Returns

If you've changed your mind, you can return your item within 14 days of receiving it.

To be eligible for a return, your item must:

Be unused and in its original condition.
Be returned in its original packaging where possible.
Be sent back within 14 days of notifying me that you'd like to return it.

Please contact me before returning your item so I can provide return instructions.

Please note: Return postage costs are the responsibility of the customer unless the item is faulty or damaged.

Personalised Items

Because personalised and custom-made items are created especially for you, they cannot be returned or refunded unless they arrive damaged or there is a fault with the item.

Please double-check all spelling, names, dates, and personalisation details before placing your order.

Damaged or Faulty Items

If your order arrives damaged or you believe there is a fault, please contact me within 5 days of delivery.

Please include:

Your order number.
A description of the issue.
Clear photographs of the item and any packaging damage.

I'll work with you to arrange a replacement, repair, or refund where appropriate.

Refunds

Once your returned item has been received and inspected, I'll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method within 5-10 working days. Depending on your bank or payment provider, it may take a little longer for the funds to appear in your account.

Original shipping costs are non-refundable unless the item was faulty or sent in error.

International Orders

I'm delighted to ship Burned Wood Creations to customers around the world where available. Burned Wood Creations currently ships within the UK and selected international destinations. International shipping is available where shown at checkout.

Please note that international customers are responsible for any customs duties, import taxes, VAT, or handling fees charged by their country. These charges are not included in the purchase price or shipping cost and must be paid by the customer if applicable.

Delivery times for international orders may vary depending on the destination and customs processing. While I'll always dispatch your order within the stated processing time, I can't be responsible for delays caused by postal services or customs authorities.

If you wish to return an international order because you've changed your mind, you are responsible for the cost of return shipping. Any customs fees or import charges paid are non-refundable through Burned Wood Creations.

If an international order arrives damaged or faulty, please contact me within 48 hours of delivery with your order number and photographs of the item and packaging, and I'll work with you to resolve the issue as quickly as possible.

Natural Wood Disclaimer

Wood is a natural material, so every piece has its own grain, knots, bark, and colour variations. These natural characteristics are part of the beauty of handmade wooden products and are not considered faults.

Your item may vary slightly from the photographs shown on the website.