Refund policy
Refunds & Replacements
Clear guidance for damaged items, handmade variations, custom orders, replacements and approved refunds.
Report an Issue
Within 7 Days
Contact us within 7 days of delivery if an item arrives damaged, defective or incorrect.
Confirmed Quality Issues
Refund or Replacement
We will review the issue and provide the most appropriate resolution for the situation.
Custom Orders
Made Specifically for You
Completed custom work cannot be returned or refunded because of a change of mind.
Handmade Character and Natural Variations
Wooden Smile products are carved, sanded and painted by hand. Natural wood grain, subtle carving marks and small differences in shape, color or painted detail are part of the handmade character of each piece.
These natural variations are not considered defects and do not qualify as quality issues.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or different from the item you ordered, please contact us within 7 days of delivery.
Include your order number and clear photographs showing the item, its packaging and the issue you are reporting. This information allows us to review the situation accurately and respond as quickly as possible.
Once the issue has been confirmed, we will offer an appropriate replacement or refund depending on the circumstances.
Please keep the item and its original packaging until we have completed our review and provided further instructions.
Returns and Refunds
Because Wooden Smile products are handmade, we do not accept returns for personal preference, minor handmade variations or a change of mind.
Refunds are considered when there is a confirmed quality issue, damage during delivery or an incorrect item has been sent.
Please contact us before returning or disposing of any item. Items sent back without prior approval may not be accepted.
Custom and Personalized Items
Custom and personalized items are created specifically from the photographs, details and requirements provided for your order. They cannot be returned because of personal preference or a change of mind.
Once production has been completed and photographs of the finished piece have been sent to you, the order is non-refundable.
If a custom item arrives damaged, defective or incorrect, please contact us within 7 days of delivery. Confirmed quality or delivery issues remain eligible for an appropriate replacement or refund.
Small differences between the finished carving and the reference photographs are expected because each piece is interpreted and shaped individually by hand.
Refund Processing
Once a refund has been approved, it will be issued to the original payment method used for the order.
After Wooden Smile issues the refund, your bank, card provider or payment service may require several additional business days to display the funds in your account.
Need Help?
Tell Us What Happened
Include your order number and clear photographs so we can review the issue and provide the right solution.
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