Refund policy

Because every piece from Brainwood is handmade, food-safe, and often one-of-a-kind, we do not accept returns on used items for hygiene and safety reasons.

Damaged or Defective Items: If your item arrives damaged or defective, please contact us within 3 days of delivery with photos of the issue. We'll offer a replacement or refund, depending on the situation.

Wrong Item Received: If you received the wrong item, let us know within 3 days and we'll make it right at no cost to you.

Custom Orders: Custom or personalized pieces are final sale and not eligible for return or exchange, unless the item arrives damaged or defective.

Cancellations: Orders can be cancelled for a full refund before the item enters production. Once work has begun on a custom piece, cancellations may not be possible.

Care Note: Since these are natural wood products, slight variations in grain, color, and finish are normal and not considered defects — that's part of what makes each piece unique.