Return Policy

Effective Date: February 7, 2026

At HewnStrong, we take pride in creating handcrafted wood products of exceptional quality. This Return Policy outlines our approach to returns, refunds, and how we handle concerns about your purchase.

Understanding Natural Wood

Before reviewing our return policy, it's essential to understand that wood is a living, organic material with inherent characteristics that make each piece unique.

What Is Normal & Expected

Natural variations in wood are not defects. They are fundamental characteristics of working with authentic, natural materials. Every piece of wood is different, and these variations include:

  • Grain patterns: Direction, density, figure, and flow
  • Color variation: Light and dark areas, color shifts within the same species
  • Texture differences: Smooth areas, rough patches, variations in feel
  • Knots: Small, large, tight, loose, or open knots
  • Checking & cracks: Natural surface cracks, especially in larger timbers
  • Mineral streaks: Dark lines or mineral deposits
  • Sapwood vs. heartwood: Color and density differences within the same piece
  • Spalting: Natural fungal patterns creating artistic dark lines
  • Wormholes or beetle marks: Historical evidence of the wood's life
  • Pitch pockets or resin: Natural accumulations, especially in softwoods
  • Character marks: Dings, marks, or evidence of the wood's history

Artistic Variations

In addition to natural wood characteristics, our work is handcrafted and artistic. This means:

  • Each piece is hand-cut, shaped, and finished
  • Slight variations in dimensions, cuts, and finishing are normal
  • The artistic interpretation may vary between pieces
  • Photos and previous work are representative examples, not exact templates
  • No two pieces will ever be identical, even when made from the same design

These variations are part of the beauty of handcrafted work. They are what make your piece authentic, unique, and valuable.

Return Eligibility by Product Type

Custom & Made-to-Order Items (Including All Mantels)

Custom and made-to-order products are FINAL SALE and NON-REFUNDABLE.

This includes:

  • All custom mantels
  • Any made-to-order pieces
  • Custom work in any category

Once production has begun (defined as when we order materials or begin physical work, whichever comes first), these items cannot be returned or refunded.

Cancellations: Must be requested within 24 hours of order placement by emailing thomas@hewnstrong.com.

Exception - Genuine Defects Only: If a custom item has a genuine manufacturing defect (not natural wood variation, but a flaw in construction or craftsmanship), see the Defects & Damage section below.

Artifact Inventory (Pre-Made Items)

Pre-made items from our Artifact Inventory collection may be returned under the following conditions:

  • Timeframe: Within 30 days of delivery date
  • Condition: Item must be in new, unused, and resaleable condition
  • Return shipping: Customer is responsible for return shipping costs
  • Refund: Original purchase price will be refunded (shipping costs are non-refundable)

To initiate a return of an Artifact Inventory item:

  1. Email thomas@hewnstrong.com with subject line: "Return Request / Order #[your order number]"
  2. Include the reason for return
  3. Wait for return authorization before shipping anything back
  4. Pack item securely to prevent damage during return shipping
  5. Ship with tracking and insurance (you bear the risk of loss during return shipping)

Refunds will be processed within 7-10 business days after we receive and inspect the returned item.

Defects & Damage

We distinguish between shipping damage, manufacturing defects, and natural wood characteristics.

Shipping Damage

If your item arrives damaged due to shipping:

  1. Accept the delivery (do not refuse it)
  2. Immediately take clear photographs of:
    • Exterior packaging damage
    • Interior packaging
    • The damaged item from multiple angles
  3. Email photos to thomas@hewnstrong.com within 72 hours of delivery
  4. Include subject line: "Shipping Damage / Order #[your order number]"

We will review your claim and, if approved, will either:

  • Issue a full refund, OR
  • Create a replacement piece (our choice)

We may, in our discretion, chose to keep the item for our use, in which case we will provide a prepaid return shipping label.

Manufacturing Defects

A manufacturing defect is a flaw in construction or craftsmanship, such as:

  • Joints that were improperly glued or assembled
  • Finish that was incorrectly applied resulting in drips, runs, or large bare spots
  • Structural failure due to craftsmanship error
  • Components that are missing or incorrectly installed

Manufacturing defects do NOT include:

  • Natural wood variations (grain, color, knots, checking, etc.)
  • Differences from photos or previous work
  • Wood movement or minor warping (wood is hygroscopic and moves with humidity)
  • Minor dimensional variations inherent to handcrafted work
  • Artistic interpretation differences

To report a suspected manufacturing defect:

  1. Email thomas@hewnstrong.com within 14 days of delivery
  2. Include subject line: "Defect Claim / Order #[your order number]"
  3. Provide clear photographs showing the issue
  4. Describe the problem in detail

We will review your claim and determine whether the issue constitutes a defect. If approved, we will either:

  • Issue a full refund, OR
  • Create a replacement piece (our choice)

We may, in our discretion, chose to keep the item for our use, in which case we will provide a prepaid return shipping label.

What Is NOT Eligible for Return or Refund

The following are not valid reasons for return or refund:

  • Natural wood characteristics described in this policy
  • Artistic variations or differences from photos/samples
  • Changes in your design preferences after ordering
  • "It doesn't match my decor" or similar aesthetic concerns
  • Minor dimensional variations (within 1/2" on handcrafted items)
  • Wood movement, minor warping, or seasonal changes
  • You ordered the wrong size or style
  • Natural aging, patina development, or color shifts over time

If you are unsure whether wood characteristics are appropriate for your project, please contact us BEFORE ordering.

Timeframes

  • Artifact Inventory returns: Within 30 days of delivery
  • Shipping damage claims: Within 72 hours of delivery (report immediately)
  • Manufacturing defect claims: Within 14 days of delivery
  • Custom order cancellations: Within 24 hours of order placement

Claims submitted after these deadlines cannot be accommodated.

Refund Method

Refunds will be issued to the original payment method used for purchase. Please allow 7-10 business days for processing after we approve the claim or receive the returned item.

Non-refundable costs:

  • Original shipping charges (except in cases of our error or defect)
  • Return shipping costs (customer pays, except for defects/damage where we provide label)
  • Expedited shipping fees (unless we failed to meet expedited timeline)

Our Commitment

We stand behind our craftsmanship and want you to enjoy your HewnStrong piece.

However, we also need customers to understand and appreciate the nature of handcrafted wood products. Every piece we create is unique, made with care and expertise, using authentic natural materials that have their own character and story.

When you order from HewnStrong, you're choosing to embrace the beauty of imperfection and the authenticity of handcrafted work.

Contact Us

For any questions about returns, damage, or defects:

Email: thomas@hewnstrong.com
Subject line format: Returns / Order #[your order number]

HewnStrong
HUNE LLC
Springfield, Missouri

This Return Policy is part of our Terms of Service. By purchasing from HewnStrong, you agree to this policy.

Effective Date: February 7, 2026