Refund policy

At Ebony Wood Art LLC, we are dedicated to crafting meaningful, heirloom-quality wooden pendants and providing high-precision digital carving models. Your satisfaction and peace of mind are very important to us.

Please read our Return & Refund Policy below to understand how returns, refunds, and exchanges are handled for both our physical handcrafted items and digital products.

1. 30-Day Return Window (Physical Items)

We offer a 30-day return policy for all physical handcrafted items (such as ebony wood pendants and necklaces). This means you have 30 calendar days from the date you receive your package to request a return.

To be eligible for a return:

The item must be in its original condition, unworn, unused, and undamaged.
It must include all original packaging, tags, chains/cords, and any accompanying materials.
Proof of purchase (order number or email confirmation) is required.

2. Digital Products Policy (CNC STL Files)

Because our 3D STL relief files and digital carving assets are delivered immediately via electronic download upon purchase, all digital file sales are generally final and non-refundable once downloaded.

However, if you encounter any technical issues with a file (e.g., corrupt zip archive, mesh/geometry error, or missing file components), please contact us at support@ebonywoodart.com. We will gladly inspect, repair, or replace the file to ensure it works properly with your CNC software.

3. How to Initiate a Return

To start a return for an eligible physical item, please contact our support team at support@ebonywoodart.com with your order number, reason for return, and clear photos if applicable.

Important Note on Return Shipping:
Please do not send your return directly to our registered office address in Wyoming without contacting us first. Our registered office does not process warehouse returns. Once your return request is approved, we will provide you with the specific return shipping instructions and the correct return facility address.

4. Return Shipping Costs

Defective, Damaged, or Incorrect Items: If the return is due to our error (you received a damaged item, a defect in craftsmanship, or an incorrect design), Ebony Wood Art LLC will cover all return shipping costs or provide a complimentary replacement.
Customer Preference / Change of Mind: For standard returns based on personal preference, the customer is responsible for the return shipping postage. We strongly recommend using a trackable shipping service.

5. Damaged, Defective, or Wrong Items

Please inspect your package upon delivery. If your item arrives damaged in transit or defective, please notify us within 7 days of delivery at support@ebonywoodart.com with photos of the damaged item and the exterior packaging. We will prioritize sending you a brand new replacement free of charge or issuing a full refund.

6. Refund Processing Time

Once we receive and inspect your returned physical item, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically processed back to your original payment method (Credit/Debit Card, 2Checkout, or PayPal) within 5 to 10 business days. Please note that your bank or credit card company may require additional processing time to post the funds to your account statement.

7. Non-Returnable Items

Custom or personalized carvings (engraved names, custom dimensions) cannot be returned unless defective.
Gift cards and clearance/sale items marked as final sale.