Returns and Exchange Policy

Returns & Exchange Policy

 

At The Carved Edge, we are committed to delivering high-quality, precision-crafted products that meet your specifications. We stand by the quality of our workmanship. However, in the rare event that you receive a defective product, we have a straightforward process for resolution.

Please read our policy carefully before placing your order.

General Policy

Our returns policy is applicable to defective products only. Due to the custom nature of our CNC machining and carving services, we do not accept returns or offer refunds for changes of mind, errors in customer-provided design files, or incorrect material selection by the customer.

Defective Products

A product is considered defective if it has a manufacturing fault or does not conform to the agreed-upon specifications and drawings. Please note that natural variations in timber grain, colour, or texture are not considered defects.

Our Commitment:

  • Resolution: We will offer an exchange for the defective part or product only. We do not offer refunds.

  • Process: Upon verification of a defect, we will work promptly to manufacture a replacement for the affected part.

The Returns Process

If you believe you have received a defective product, please follow these steps:

  1. Contact Us Promptly: You must notify us of any alleged defects within 14 days of receiving your order. Please contact us via email at info@thecarvededge.com or call us at +61431323546.

  2. Provide Proof: In your email, please include your original order number, a clear description of the issue, and photographic or video evidence that clearly shows the defect. This is required for our team to assess the claim.

  3. Assessment: Our team will review the evidence provided. We may require additional information to process your claim. We will notify you of the outcome of our assessment within a reasonable timeframe.

  4. Return Authorisation: If a defect is confirmed, we will authorise the return and provide you with instructions on how to proceed. Please do not send items back to us without receiving a return authorisation first.

Shipping Costs

  • Return of Defective Part: The cost of shipping the defective item back to The Carved Edge is the responsibility of the customer. We recommend using a tracked shipping service, as we are not responsible for items lost in transit.

  • Delivery of New Part: The Carved Edge will cover the full cost of shipping the new, replacement part to you.