Return & Refund Policy

Overview

We take pride in creating handcrafted, made-to-order wooden products. Each item is carefully produced to ensure quality and uniqueness.
Due to the nature of our products, our return and refund policy is designed to be fair while protecting both our customers and our business.

If your items are defective or damaged just tell us and our team will gladly help to make things right. Please see below for more information on our return policy.
We strongly encourage you to email us at support@quinquearbores.com, your satisfaction is very important to us!

Our policy lasts 30 days. If 30 days have gone by since your delivery date, unfortunately, we don’t accept returns.

Requirements for a Refund

  • Purchase (except personalized item(s)) can be returned within 30 days from the delivered date (i.e., if the receipt has a date of January 1, 2026, the return must be postmarked by January 31, 2026)
  • Personalized item(s) is not eligible for return. Personalized item(s) can only be returned if it is defective/damaged or the wrong item.
  • Items must be unused, undamaged, and careful packing, to ensure that all articles in the package are intact! If not, the buyer is responsible for all incurred fees and no refund will be issued.
  • The buyer is responsible for the return shipping costs.
  • Item(s) must be returned using an insured and traceable shipping method.
  • Shipping and handling costs are not eligible for refunds.
  • Refunds will be issued back to the original payment method. This includes gift cards. We cannot refund another form of payment if a gift card was used at checkout.

If you choose to return your order without consulting a representative, and it does not meet all of our requirements, a refund will not be issued, and you will be notified via email with any options available to you on how to proceed.

Returns

Because all products are made-to-order and handcrafted, we do not accept returns for:

  • Change of mind
  • Incorrect selection by the customer: items, sizes, designs, addresses, and so on.
  • Minor variations in color, grain, or finish (natural wood characteristics)

Exchange Items Ordered

No support. When a customer places an order, they will be asked to confirm all of the details regarding the item’s size, design, quantity, and so on. As a result, we do not accept returns or exchanges due to your selection of incorrect items, sizes, designs, addresses, and so on.

Please contact us if you have any questions about placing an order so that we can ensure your satisfaction with your purchase.

Promotions & Special Sales

Note: We do NOT offer returns or exchanges and refunds on any products purchased during a sale or special promotion. This includes but is not limited to: Buy 1 Get 1 Free sale, discount codes greater than 10%, or Free Shipping promotions.

Important Notice

Kind reminder: Any addresses on the parcel are not approved as the return address. Returned packages without an authorized return address from customer service representatives will not be refunded.

Returns Process

How long is the returns process?

We aim to refund you within 14 days of receiving the returned item in our warehouse. We will email you to confirm once your return has been processed. We will issue a refund to your original payment method.

Defective / Incorrect / Damaged Items

Did you receive a faulty unit or the wrong product?

If your items are defective or damaged just tell us and our team will gladly help to make things right. Please see below for more information on our return policy.

Please include the following information:

  • Order number
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof to refund or replace the product.

If you want to replace your items, we will make a new one immediately and send it to your address. You don’t even need to pay any extra cost or return anything.

Non-Refundable Situations

We do not offer refunds in the following cases:

  • Incorrect shipping address provided by the customer
  • Unsuccessful delivery due to customer absence
  • Delays caused by shipping carriers or customs
  • Refusal to accept the package

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all this and still have not received your refund, please contact us at support@quinquearbores.com

Chargebacks & Payment Disputes

We encourage customers to contact us before opening a dispute.
We are committed to resolving all issues quickly and fairly.
Filing a chargeback without contacting us first may delay the resolution process.

Contact Information

For any questions or refund requests, please contact us:
Email: support@quinquearbores.com

Business Statement

We operate as a handcrafted goods business. Each product is made-to-order, which means slight variations may occur and production begins shortly after an order is placed.