Refund policy

TimberGem Return & Refund Policy

Returns & Refunds

At TimberGem, our furniture and décor pieces are handcrafted specifically for our customers. Because many of our products are made to order, customized, or specially finished, we carefully review each order before production.

1. Change-of-Mind Returns

For eligible non-customized items, customers may request a return within 14 days of delivery.

Before returning an item, please contact us and receive written approval and return instructions from TimberGem.

The customer is responsible for:

  • All return shipping costs
  • Any customs, duties, taxes, or fees associated with the return
  • Properly packing the item for safe transportation
  • Any loss or damage that occurs during return shipping

The item must be returned in its original condition, unused and undamaged, with all original packaging where reasonably possible.

For approved change-of-mind returns, the maximum refund will be 50% of the original product purchase amount. Original shipping charges are non-refundable.

The refund will be processed after the returned item has been received and inspected.

2. Custom & Made-to-Order Products

Custom-made, personalized, specially sized, specially finished, or made-to-order products are generally not eligible for cancellation or return due to change of mind, because they are manufactured specifically according to the customer's requirements.

Before production begins, customers are encouraged to confirm all:

  • Dimensions
  • Wood/finish selection
  • Fabric/color selection
  • Design details
  • Quantity
  • Shipping information

3. Damaged During Shipping

If your order arrives damaged, please contact us as soon as possible and provide clear photographs of:

  • The outer packaging
  • Shipping labels
  • The damaged packaging
  • The product and damaged areas

Please retain the original packaging until the issue has been resolved.

We will review the damage and work with the customer to determine an appropriate solution, which may include repair, replacement, replacement parts, or another remedy where applicable.

4. Incorrect or Defective Items

If you receive an item that is materially different from the specifications confirmed for your order, or if there is a manufacturing defect, please contact us promptly with photographs and details.

We will review the issue and work with you toward an appropriate resolution.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.

5. Return Shipping

For approved change-of-mind returns, the customer is responsible for arranging and paying for return shipping.

Because TimberGem products can be large, heavy, fragile, and internationally shipped, return transportation can be expensive. Customers should contact us before sending anything back so we can provide the correct return instructions.

6. Refund Processing

Once an approved return reaches us and passes inspection, we will process the applicable refund through the original payment method.

Please allow the payment provider additional processing time for the funds to appear in your account.

7. International Orders

International customers are responsible for complying with applicable import requirements and for any customs duties, taxes, brokerage charges, or other fees that may apply to their order or an approved return.

Important

Please contact TimberGem before sending any product back. Unauthorized returns may not be accepted.

For assistance with a return, please contact us with your order number and photographs/details of the issue.

TimberGem | Sahel Enterprises
Handcrafted Furniture & Artisan Interiors