Refund policy

RETURNS, REFUNDS & WARRANTY POLICY – ASHWOOD CREATIONS

1. YOUR RIGHT TO QUALITY (7-DAY DEFECT WARRANTY)
At Ashwood Creations, we take pride in our workmanship. If any product arrives with a manufacturing defect, structural fault, or is damaged in transit, you are fully covered.

  • The Window: You must inspect the product immediately upon delivery or collection.

  • The Process: If you find a defect, you must notify us in writing (via email or WhatsApp) within 7 calendar days of receiving the product.

  • The Result: We will, at our discretion, either repair the defect, replace the product (if stock is available), or issue a full refund.

  • Photos Required: To process a defect claim, we require clear photos of the packaging and the defect.

2. PRE-DELIVERY INSPECTION (PHOTOS & VIDEOS)
To ensure total transparency and protect both parties, Ashwood Creations operates a strict Quality Control (QC) process before any product leaves our workshop.

  • The Process: Once your order is ready, we will send you detailed photos and/or videos of the completed product (showing the frame, paint finish, and any moving parts) via WhatsApp or Email.

  • Approval: You must review these photos/videos and confirm that you are happy with the product.

  • Outcome: If you approve the product via photo/video, you acknowledge that the item is in acceptable cosmetic condition and matches your specifications. Disputes regarding visible paint blemishes, texture, or finish will not be accepted after this approval has been given.

3. CHANGES OF MIND, MEASUREMENTS & INSTALLATION (NOT COVERED)
While we are happy to help you choose the right product, the final responsibility for measurements and finish selections lies with the customer.

We do not accept returns, refunds, or exchanges under the following circumstances:

  • Change of mind after purchase.

  • The customer ordered the incorrect size or dimensions (e.g., measuring the opening incorrectly).

  • The product no longer being required by the customer.

  • Better pricing found elsewhere after purchase.

  • Incorrect colour selections made by the customer.

  • Incorrect specifications approved by the customer.

  • Damage caused by improper installation, neglect, or physical alteration of the product after delivery.

4. DAMAGE IN TRANSIT (COURIER DELIVERIES)
If you have opted for courier delivery, please follow these steps to ensure your claim is processed smoothly:

  • Inspect the Packaging: Please inspect the box before signing the courier's waybill.

  • Visible Damage: If the box is severely damaged, crushed, or torn, please mark the waybill as "Damaged" before signing, or refuse delivery entirely.

  • Hidden Damage: If you notice hidden damage only after opening the box, you must send us clear photos of the damage, the packaging, and the waybill number within 48 hours of receiving the product.

Courier Claim Process:
Once we receive your photos, Ashwood Creations will immediately lodge a formal claim with the courier company on your behalf.

  • The Outcome: The final resolution (whether a repair or replacement is issued) will be determined strictly based on the outcome of the courier case.

  • Why this matters: We use third-party insured couriers to transport our heavy goods. Once a product leaves our workshop in perfect condition and is damaged by a third party, we must wait for their insurance assessment to finalize before we can release a replacement to you.

  • Timeline: We will keep you updated on the courier investigation. Courier claims typically take 5–10 business days to resolve. We appreciate your patience while we hold the courier accountable.

5. HOW TO INITIATE A RETURN
If you need to log a quality issue within the 7-day window:

  1. Contact us WhatsApp: 064 314 7605.

  2. Please include your order number, a description of the fault, and photographs/videos of the issue.

  3. We will review your submission and provide a resolution within 3 business days.