Returns & refunds
Our pieces are made by hand, one order at a time. Here is exactly what happens if something arrives damaged.
Last updated 19 August 2026
If your order arrives damaged
We pack carefully, but our work is fragile and shipping is not always gentle. If anything reaches you damaged, we will repair or replace it at no cost to you.
- Tell us within 7 days of receiving your order.
- Send clear photos of the damage and of the packaging it arrived in. The packaging matters — it helps us claim against the courier.
- Keep the item and its packaging until we have agreed what happens next.
Once we have confirmed the damage we will repair the piece, replace it, or refund it — whichever suits you best and is practical for the piece involved. We cover the shipping cost both ways in these cases.
To start a claim, email roaring.edwin@outlook.com or message us on WhatsApp at 0999 998 0704 with your order reference.
If we made a mistake
If we send the wrong item, the wrong size, or a piece that does not match what was confirmed on your invoice, that is on us. Tell us within 7 days and we will correct it and cover the shipping.
Change of mind
Because every piece is made to order for a specific customer, we are not able to accept returns for change of mind, or because a piece did not suit a space as expected.
We would much rather get it right before we start. If you are unsure about size, colour or finish, message us first — we are happy to talk it through, send extra photos, or arrange a showroom visit so you can see and handle the piece before ordering.
What is not a defect
Natural variation in colour, grain, weave and finish is normal in handmade work made from natural materials, and small differences from the photographs are expected. These are not grounds for a refund. See handmade variation in our terms.
Cancelling an order
You may cancel at no cost any time before production begins, and we will refund any downpayment in full. Once a made-to-order piece is in production it cannot be cancelled, since it is being built specifically for you.
How refunds are paid
Approved refunds are returned by the same method you paid with — bank transfer or GCash — usually within seven working days of us agreeing the refund.
Your rights
Nothing in this policy limits your rights under the Consumer Act of the Philippines (Republic Act 7394), including your rights in respect of goods that are defective or not as described.