Refund policy

Return & Refund Policy

Thank you for shopping with Ebony Wood Art. Every item is handcrafted from genuine ebony wood by skilled artisans in our workshop in Vietnam.

We offer a 30-day return policy for eligible physical products. You may request a return within 30 days of receiving your order.


1. Return Eligibility

To be eligible for a return, the item must be:

  • Unused and in the same condition as received

  • Returned in its original packaging

  • Accompanied by proof of purchase (order number or receipt)

To request a return, please contact us first at support@ebonywoodart.com.

Important: Returns sent without prior approval will not be accepted.

Return shipping costs: For change-of-mind returns, customers are responsible for return shipping fees. Approved returns may need to be sent to our workshop in Ho Chi Minh City, Vietnam.


2. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at support@ebonywoodart.com.

Please include:

  • Your order number

  • Clear photos or a short video of the issue

Once reviewed, we will provide an appropriate solution, such as a replacement, refund, or other resolution, at no extra cost.


3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom or personalized products, including engraved items, name carvings, and portrait carvings made from customer photos

  • Sale items

  • Gift cards


4. Natural Wood Variations

Because ebony wood is a natural material and each piece is handcrafted, slight variations in wood grain, color, texture, and carving details are normal.

These natural differences make every piece unique and are not considered defects.


5. Exchanges

The fastest way to receive a different item is to return the eligible item first. Once the return is approved, you may place a new order for the replacement item.


6. European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days of delivery, in accordance with applicable consumer protection laws.

To qualify, the item must be:

  • Unused

  • In its original packaging

  • Accompanied by proof of purchase

Please note: This right does not apply to custom-made or personalized products.


7. Digital Products

Due to the nature of instant digital downloads, all digital product sales are final.

No returns or refunds

Once a digital file has been purchased and the download link has been generated, we do not offer returns, refunds, cancellations, or exchanges.

Compatibility

Customers are responsible for ensuring that their CNC software and hardware are compatible with the provided file formats before purchase.

Defective files

If a digital file is corrupted or defective, please contact us at support@ebonywoodart.com. We will investigate the issue and provide a working replacement file free of charge.


8. Refunds

Once we receive and inspect your approved return, we will notify you of the refund status.

If approved, the refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@ebonywoodart.com.


9. Contact Us

If you have any questions about returns or refunds, please contact us:

Ebony Wood Art

Workshop Address:

3259 Pham The Hien, Ward 7, District 8

Ho Chi Minh City, Vietnam

Email: support@ebonywoodart.com