Legal

Refund & Return Policy

Last updated 6 November 2026 · Applies to orders placed on woodmelocrafts.com

Every piece is carved, sanded and packed by hand. If something arrives broken, wrong or simply not what you expected, tell us and we will fix it. This policy explains the window, the conditions and how the money gets back to you.

1. 30-day return window

You may request a return within 30 days of delivery for any item that is unused, in its original packaging and in resalable condition. We refund the item price once the parcel reaches us and passes inspection.

Return shipping is paid by the buyer unless the item arrived damaged, defective or was not what you ordered.

2. Damaged, defective or wrong item

Contact us within 48 hours of delivery with your order number and photographs of the parcel and the item. We will either send a replacement or refund you in full, including original shipping — your choice. Please keep the packaging until the case is closed, as carriers may ask to inspect it.

3. Made-to-order and personalised pieces

Custom sizes, engraved names and personalised pieces cannot be resold, so they are not covered by the 30-day change-of-mind window. They are still fully covered if they arrive damaged or defective, or if we made the wrong item.

4. What is not a defect

Wood is a living material. Grain pattern, colour depth, small knots, tiny drying checks and slight dimensional variation are natural features of solid timber, not defects. Photographs on the site are of the actual piece you receive, but screens and daylight vary, so expect a natural range rather than an identical replica.

5. Items we cannot refund

Pieces returned used, altered, or without the original packaging;
Personalised items, except where damaged or wrong;
Orders refused at customs or returned because the address was incomplete and the buyer did not respond to our messages;
Parcels marked delivered by the carrier but not collected from a pickup point within the carrier's holding period.

6. Undelivered and lost parcels

If tracking shows no movement for 21 days, or the carrier confirms the parcel is lost, we reship or refund in full. If a parcel is held by customs and you choose not to pay the import duty, we can refund the item price once the parcel is returned to us, less the outbound shipping cost.

7. How to start a return

Email [email protected] with your order number and the reason for the return.

We reply within one business day with the return address and a return reference.

Ship the piece back in its original packaging and send us the tracking number.

We inspect on arrival and confirm the refund by email.

Please do not send a parcel back before you have our return reference — unlabelled returns are difficult to match to an order.

8. How and when you get the money

Refunds go back to the original payment method through PayPal or Airwallex. Once we confirm the return, allow 5–10 business days for the refund to appear, depending on your bank or card issuer. We refund in US dollars; currency conversion differences charged by your bank are outside our control.

If the original payment method is no longer available, contact us and we will arrange an alternative.

9. Order cancellation

Orders can be cancelled free of charge before dispatch. Once a parcel has left the workshop, the return process above applies. Write to us as soon as possible — most orders ship within 1–3 business days.

10. Your statutory rights

Nothing in this policy limits rights you have under the consumer law of your country of residence, including EU and UK distance-selling rights. If local law gives you a longer withdrawal period, that period applies.

11. Contact

Email: [email protected]
Phone: +86 186 1001 0840 (weekdays 10:00–22:00 China Standard Time)