Refund policy

Last updated: [2025.01.01.]

At JP Woodworks, each product is crafted with care from natural materials and often made to order. Due to the nature of our manufacturing process, our return and refund policy is intentionally strict to ensure fairness and product integrity.

1. General Return Policy

We do not accept returns or refunds except in cases where the item:

  • arrives damaged,

  • arrives faulty, or

  • is significantly different from the product description.

Returns for reasons such as change of mind, incorrect choice, personal preference, or aesthetic expectations (e.g., wood grain, colour, or texture variations) are not accepted.

Natural variations in timber are a normal characteristic and do not qualify as defects.

2. Reporting an Issue

Any concerns must be reported within 7 days of receiving your order.

To lodge a claim, email:
📩 enquiries@jpwoodworks.com.au

Please include:

  • Full name

  • Order number

  • Detailed description of the issue

  • Clear photos/videos showing the problem

Claims submitted after 7 days cannot be accepted.

3. Eligibility for Return Approval

A return will only be approved if:

  1. The product is confirmed by our team to be faulty, damaged, or materially incorrect, and

  2. The item is unused, in original condition, and includes all components and packaging.

If the product is deemed compliant with our quality standards, the return request will be declined.

4. Custom & Made-to-Order Items

Most JP Woodworks products are handmade or produced to order.
Therefore, all custom and made-to-order products are strictly non-refundable and non-returnable, except in the rare case of confirmed manufacturing fault or transit damage.

This includes (but is not limited to):

  • Custom dimensions

  • Specific finishes

  • Special requests

  • Bespoke product configurations

These items cannot be resold or repurposed, which is why returns are not possible.

5. Damaged Goods & Shipping Claims

If an item arrives damaged due to transit:

  • You must notify us within 7 days,

  • Provide photos/videos of the packaging and the damaged area,

  • Do not discard the packaging until the claim is resolved.

Failure to provide adequate evidence may result in the claim being rejected by the courier or manufacturer.

6. Refunds

Refunds are issued only when a return claim has been approved and the product has been safely returned and inspected.

Refund conditions:

  • Refunds are processed back to the original payment method only.

  • Shipping charges are non-refundable, unless the product was confirmed defective.

  • Processing time may take up to 10 business days after item inspection.

If the returned product shows signs of use, installation, modification, or damage not originally present, the refund will be rejected.

7. Return Shipping

Return shipping instructions will be provided once your claim is approved.

Depending on the situation:

  • JP Woodworks may cover the return freight only if a manufacturing defect is confirmed.

  • In all other approved cases, the customer is responsible for return shipping costs.

Products must be securely packaged to prevent additional transit damage.

8. Cancellations

Orders cannot be cancelled once production has begun.
For custom or made-to-order items, cancellation is not possible at any stage unless explicitly approved by JP Woodworks.

9. Contact Information

For all return or warranty-related enquiries:

📩 enquiries@jpwoodworks.com.au
Monday–Friday, 9:00 AM – 5:00 PM (AEST)

Please allow 1–2 business days for a response.