Refund policy

At Santos Woodworks, every product is handcrafted using natural hardwoods and made to be used, enjoyed, and lived with. Because of the handmade nature of our work, we maintain a limited return policy as outlined below.

Returns & Eligibility

We only accept returns or replacements for items that arrive damaged, defective, or incorrect. All claims must be submitted within 48 hours of delivery by contacting us at hello@santoswoodworks.com, along with your order number and clear photos of the item and packaging.

Normal wear and tear, knife marks, surface use, changes in wood grain or color, and natural aging of the wood are expected characteristics of handcrafted hardwood products and are not valid reasons for return or refund.

Personalized & Custom Products

All personalized or custom-engraved products are final sale and are not eligible for return or refund, unless the item arrives damaged, defective, or incorrect. Please carefully review all personalization details before placing your order, as engraved items cannot be altered once completed.

Natural Wood Characteristics

Each piece we create is made from real hardwood. Variations in grain, color, knots, and texture are natural and part of the beauty of handcrafted wood products. These variations do not constitute defects and do not qualify for returns or refunds.

Damages & Issues

Please inspect your order upon delivery and contact us within 48 hours if your item arrives damaged, defective, or incorrect. To help us evaluate the issue, please include clear photos of the item, packaging, and shipping box.

Depending on the nature of the claim, we may request photo verification only or ask that the item be returned for inspection before a replacement is issued. Return instructions will be provided once your claim has been reviewed and approved.

If approved, a replacement will be arranged at no additional cost.

Exchanges

We do not offer direct exchanges. If an item arrives damaged, defective, or incorrect, we will replace it. For all other situations, a new purchase will be required.

Refunds

If a refund is approved, it will be issued to your original payment method within 10 business days, depending on your bank or credit card provider. We will notify you once your return or claim has been reviewed and processed.

Contact Us

If you have questions regarding returns, refunds, or product care, please contact us at hello@santoswoodworks.com. Every inquiry is reviewed with care, and we are always happy to help.