Refund policy
Refund & Cancellation Policy
Every piece is made for you. We don't hold inventory. When you place an order, we order material for your specific piece and put you in our build queue — so our policy works differently from a store shipping something off a shelf.
Cancelling your order
You have 48 hours. Cancel within 48 hours of placing your order and you get a full refund — no questions, no reason needed.
After 48 hours, your deposit is non-refundable. Your material has been ordered by then, cut to your dimensions, and it can't go back on the shelf or into someone else's table. The deposit is 50% of the order.
If you paid in full through our website and cancel before your piece is finished, we refund everything above that 50%. Delivery charges are always refundable until we've scheduled your delivery — we don't keep money for a trip we didn't make.
Call us. We'll tell you exactly where your piece stands, and if you're close to the 48-hour line we'll tell you that too.
Deposits and payment
On custom orders arranged directly with us, we ask for 50% down to begin, with the balance due before delivery. The deposit covers your materials and secures your place in the queue. If you paid in full through our website, the first 50% is treated as your deposit and the schedule above applies the same way.
Changing your order
Want a different size, wood, or stain? Call us. If we haven't cut anything yet, we can almost always make it work. Once cutting starts, changes may not be possible or may carry additional cost — and we'll tell you honestly which it is before you commit to anything.
If we can't deliver your piece
If a delivery can't be completed — nobody home, no helper on a Standard Delivery, or the piece won't fit the access route — that is not a cancellation, and it doesn't change anything above. The piece is finished and it's yours. We reschedule, and a second trip is $250 in Arkansas, $550 outside it.
If it can't be delivered at all, we hold it at the shop free for 30 days while you arrange pickup or a mover. Full details are in our Delivery Policy.
If something is wrong with your piece
We fix it.
- Surface or cosmetic issues — tell us during the walkthrough at delivery, or within 72 hours of delivery.
- Structural or material defects — covered by our warranty: 5 years on craftsmanship, 1 year on finish and materials.
We'll repair, replace, or refund at our discretion, and when the fault is ours we cover the cost of getting the piece back to the shop.
What we can't take back
Because each piece is built to your specifications, we can't accept returns for a change of mind, for a piece that doesn't fit the room the way you pictured it, or for a wood or stain that reads differently in your light than it did on your screen.
This is exactly why we send samples. Before we put any finish on your table, we cut stain samples from your own table's offcuts and send them to you — same boards, same lumber delivery, same grain. You see the color on your wood, in your room, in your light, and we don't finish your table until you tell us which one is right. It costs you nothing and it's the best ten minutes you'll spend on the whole order.
And if you're unsure whether a piece will physically fit your space, call us before you order. We'll give you exact dimensions and talk through the doorways with you.
Reaching us
Call or text 501-313-1164, or email info@craftsmandecor.com. A real person answers.