Refunds and Return Policy

Effective Date: 11/27/24

At The Faded Owl, we strive to ensure our customers are completely satisfied with their purchases. Please review our Refunds and Return Policy carefully to understand our terms for returns, exchanges, and refunds.

1. Custom and Table Sales Policy

  • All sales of custom and pre-made tables are final once shipped. Due to the unique, handcrafted nature of our tables, we cannot accept returns or issue refunds unless the item arrives damaged during shipping.
  • If your table arrives damaged, please follow the process outlined in Section 4 for filing a claim.

2. Eligibility for Returns and Refunds (Non-Table Items)

For items other than tables, we offer returns or refunds under the following conditions:

  • The item must be in new, unused, and undamaged condition with all original packaging intact.
  • Returns must be initiated within 30 days of delivery.
  • Proof of purchase (e.g., order confirmation or receipt) is required.

Exclusions:

  • Sale items, gift cards, and custom orders (other than tables) are non-refundable and non-returnable.

3. Return Process

To initiate a return:

  1. Contact us at [email protected] or call 407.401.6277 with your order details.
  2. We will provide you with a return authorization and instructions for shipping the item back to us.
  3. Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect item sent).
  4. Once we receive and inspect the item, a refund (minus original shipping costs) will be issued to your original payment method within 7-10 business days.

4. Damaged Items

If your table or other items arrive damaged due to shipping:

  1. Notify us within 48 hours of delivery [email protected] or 407.401.6277 .
  2. Provide photos of the damage, packaging, and shipping label to help us assess the issue and file a claim with the carrier.
  3. Depending on the extent of the damage, we may:
    • Offer a repair or replacement at no additional cost.
    • Issue a full or partial refund if a replacement is not feasible.

5. Exchanges

We do not offer direct exchanges. If you would like a replacement for a non-table item, please return the original item (following the return process) and place a new order.

6. Cancellations

  • Table Orders: Custom table orders may be canceled within 48 hours of placing the order for a full refund. After 48 hours, cancellations are not permitted as production begins.
  • Other Items: Orders for non-table items may be canceled before they are shipped for a full refund.

7. Contact Us

If you have questions about this policy or need assistance with a return or refund, please contact us:

Email: [email protected]
Phone: +1.407.401.6277

We appreciate your business and are committed to ensuring your satisfaction. Thank you for shopping with The Faded Owl!