Return & Refund Policy

Effetive Date: December 6, 2025

Policy Overview

We aim to make you proud of your wooden wall clock. If something isn’t right, this policy explains how we’ll fix the problem. It applies to orders shipped to the United States, Canada, United Kingdom & Europe (France, Germany, Spain, Italy, Belgium, Portugal) and Australia.

Returns & Refunds: When We’re at Fault

If your clock arrives damaged in transit, has a manufacturing defect, or you receive the wrong item, we’ll make it right quickly and fairly.

Manufacturing defects refer to problems that occur during the crafting or assembly process and affect the appearance or function of your clock. Examples include:

• Clock hands that do not move smoothly or stop working despite a new battery

• Engraving errors (misspelled names, missing design details, or misaligned placement)

• Misaligned numbers or markers on the clock face

• Cracks, splits, or surface flaws in the wood that were not visible in product photos

• Loose or unstable movement mechanisms that prevent proper operation

Wrong item applies if you receive a different product than what you ordered; for example, a walnut clock instead of oak, or a different shape, size, or engraving design.

Please contact us via email [email protected] within 72 hours of delivery with your order number and clear photos/videos showing the outer box, inner packaging, and the condition of the clock. This helps us identify the cause and provide the right solution.

We’ll cover all return shipping costs for these cases and will email you a prepaid label or arrange a pickup. Once the item is received and inspected, you may choose one of the following options:

• A replacement clock, if available, or

• A full refund of the product price (including any original shipping fees if the error was ours).

Refunds are processed within 7 business days after inspection. Depending on your bank or card provider, it may take an additional few days for funds to appear in your account.

Returns for Change of Mind

Since our clocks are handcrafted and often personalized, here are the rules for change-of-mind returns:

• You may request a return within 30 days of delivery only if the item is unused, in original condition, and still in its original packaging.

• You are responsible for return shipping costs; original outbound shipping charges are non-refundable.

• Once we inspect and approve the item, we will refund the product price (minus outbound shipping if applicable).

• Clocks that are custom made (engraved names, dates, maps, logos, etc.) are not eligible for change-of-mind returns unless there is a defect or damage on arrival.

General Conditions for Returns

To be eligible for any return:

• Product must be unused, un-hung, un-altered, and in its original packaging with all accessories and documentation.

• Keep all original packaging: foam, corner guards, tape, external carton. If something is missing, you must repack with equal protection so the clock can travel safely.

• Provide proof of purchase (order number) and photo evidence.

• Returns that show signs of use (scratches, hanging marks, missing parts, drilled holes, altered finish) may be declined or partially refunded.

Items That Cannot Be Returned

• Custom made clocks (engraved names, custom maps/logos) unless damaged/defective

• Items that have been installed, hung, or altered in any way

How to Start a Return

• Email us at [email protected] with your order number and reason for return.

• For damaged/defective items, attach photos of the outer box, inner packaging, and the affected clock.

• After approval, we’ll send you instructions and, if applicable, a prepaid label.

• Package the clock securely ideally using the original packaging and ship it back to us.

Refund Timing & Method

• After we receive and inspect your return, we’ll process your refund within 7 business days.

• Refund will be issued to the original payment method.

• If the item is returned in a less-than-original condition or without proper packaging, we reserve the right to reduce the refund to cover any damage or repacking costs.

Refused Deliveries / Undeliverable Packages

• If you refuse a delivery without contacting us first and there’s no carrier-confirmed damage, we may treat it as a change-of-mind return: actual return freight, carrier storage fees or reroute charges may be deducted from your refund.

• If a package is returned to us as “undeliverable” because of address issues, missed appointments or refused delivery, you’ll be responsible for reship fees or we may proceed as a return under the rules above.

Questions or Support

If you have any questions about this policy or your return, our team is ready to help:

• Address: 3126 Wild Peregrine View, Colorado Springs, CO 80916, United States
• Email: [email protected]
• Support Time: Monday–Sunday, 8:00 AM – 5:00 PM PST