Refund and Returns Policy NW

Return and Refund Policy

Last updated: February 18, 2022

Thank you for shopping at Heirloom Graphics Company.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. This Return and Refund Policy has been created with the help of the Return and Refund Policy Generator.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions


The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this Return and Refund Policy:

  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Heirloom Graphics Company.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to Heirloom Graphics Company, accessible from
  • You mean the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

Shipping/Returns Policy

We use USPS Priority Mail and UPS; the average delivery time once the item has shipped can be 3-5 days, depending on your location. If you need your order by a specific time frame, please let us know, as we do offer an upgraded Rush Production Upgrade option which includes shorter production time.^^^^

INTERNATIONAL CUSTOMERS: We use USPS First Class and Priority Mail, as well as UPS Ground for our shipping methods. Our prices and shipping charges DO NOT include any import fees, taxes, customs fees, VAT, other countries’ mail service fees, etc. Depending on your country’s import laws and mail system, you may have fees due per your country’s customs laws, postal service policies, etc., before your postal service delivers to your shipping address.

************REFUND / CANCELLATION POLICY*************
Customer Service is our Top Priority. If you have any problem with your item, once received, please contact us so we can help you, within 48 hours of delivery.


*******NON-REFUNDABLE Deposit for ALL personalized and/or customized items:
If you cancel the order before physical production (cutting/carving) has begun, we will issue a 50% refund of the item price (this is considered a non-refundable deposit to cover our time spent designing the item). We begin designing each item within 24 hours after order is placed. IF YOU NEED TO CANCEL YOUR ORDER, it must be done within 24 HOURS of order placement, or this Non-Refundable deposit policy will apply.


For our customized and/or personalized items, we do not refund or do exchanges unless there was an error on our part. If the buyer has made a mistake, we cannot issue a refund or an exchange for the finished product. At the shop’s discretion, depending on the total price of the wood used and labor involved, we may offer buyers who made a mistake on their order, a discount on a replacement. This is solely at our shop’s discretion.

No refunds will be given for any delivery delays with US Postal Service and/or FedEx, refused packages, or issues on International orders related to customs fees, taxes, VAT, etc., including buyers not paying taxes/import fees or not picking items up from their post office. International Buyer is responsible for all customs fees, import fees, taxes for the buyer’s country, VAT, duties, etc., pertaining to their country. We cannot mark any item being sent internationally as a “gift” to avoid customs/VAT/import fees/duties.

For non-personalized, non-custom items, buyers must contact us for return authorization/steps for refund options. If the item is damaged during shipping or is the incorrect item from the order placed, we will cover the return shipping. We will need the incorrect, undamaged item returned to us, undamaged, in the new condition it was originally shipped to the buyer for a full refund to take place.

We will guarantee all items for 30 days from the date of delivery against material defects. We must be contacted via email or convo within the 30-day time frame regarding any defect in order to facilitate a replacement. We cannot replace or refund for damage resulting from the use of the item, for purposes other than its intended use, as in the listing description, or for inappropriate installation (ie: incorrect wall hanging). No refunds for International shipments delayed or not picked up due to that country’s customs, fees, or postal service.


Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 7 days
  • The Goods are in the original packaging

The following Goods cannot be returned:

  • The supply of Goods made to Your specifications or clearly personalized.
  • The supply of Goods which, according to their nature, are not suitable to be returned deteriorates rapidly or where the date of expiry is over.
  • The supply of goods that are not suitable for return due to health protection or hygiene reasons was unsealed after delivery.
  • The supply of goods that are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Only regular-priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

38 Winding Brook Lane
Dayton Me 04005

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.


If the Goods were marked as a gift when purchased and then shipped directly to you, You’d receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us: