Order Care
Every order is prepared with care. If something materially different from the confirmed order reaches you, this policy explains how we review the issue and work toward an appropriate resolution.
Last updated: 7 August 2026
This policy primarily applies to orders placed directly with THE WOODEN SIGNATURE, including orders confirmed through WhatsApp, email or another direct communication channel.
Marketplace purchases may also be subject to the return, replacement and refund processes of the marketplace through which the purchase was completed.
Please contact us if a direct order has a significant issue such as:
For direct orders, a damage, wrong-item or materially incorrect-order concern should normally be reported within 48 hours of delivery.
Please provide the order details together with clear photographs and a description of the issue so that it can be reviewed accurately.
Reporting the concern promptly helps us verify the condition in which the order was received and determine an appropriate resolution.
For direct-order claims involving transit damage, an incorrect item or the condition in which a parcel was received, a continuous unboxing video should be recorded from the unopened or sealed parcel through the complete opening process.
The video is used as primary supporting evidence to help establish the condition of the package and product at the time of delivery and may be required for verification of such a claim.
The video should, where reasonably possible, clearly show the outer package, shipping condition, opening process and the relevant product without unexplained cuts or interruptions.
Once sufficient information has been received, we will review the concern in light of the confirmed order, supporting evidence and circumstances of delivery.
Where a claim is verified, the appropriate resolution may depend on the nature of the issue and may include correction, replacement, refund or another reasonable remedy where applicable.
The specific resolution may differ depending on whether the product can reasonably be corrected, reproduced or replaced.
Personalised, customised and made-to-order products are created specifically around the requirements approved for an individual order.
They are therefore generally not eligible for return or refund solely because of a change of mind, personal preference or a decision not to use the product after it has been produced according to the confirmed specifications.
This does not prevent review where the supplied product is materially incorrect, significantly damaged or materially inconsistent with the confirmed customisation because of an error attributable to us.
Please also review our Customisation & Cancellation Policy.
Unless specifically agreed otherwise for a particular non-custom product, direct orders are not automatically offered with an unconditional change-of-mind return facility.
Please confirm any return-related requirement before placing a direct order if the ability to return an item for personal preference is important to your purchase decision.
Natural wood is not visually identical from one piece to another. Grain pattern, shade, knots, texture and other natural characteristics may vary.
Similarly, handcrafted products may contain subtle differences in finish, engraving appearance or small construction details.
Minor natural or handcrafted variations that do not materially alter the confirmed design, specification, quality or function are not by themselves treated as an incorrect product.
More information is available in our Visual & Craftsmanship Note.
Colour and finish may appear slightly different across monitors, phones and tablets because of display calibration, brightness, photography and lighting conditions.
A minor screen-related colour difference that does not materially alter the confirmed product or agreed finish is not automatically considered a defect or incorrect order.
For personalised orders, customers are responsible for reviewing spelling, names, dates, dimensions, logo files, artwork and other customisation information before final approval.
An item produced correctly according to customer-approved information is generally not considered incorrect solely because the customer later notices an error in the information they supplied or approved.
Where a physical return is approved as part of a resolution, we may provide reasonable instructions for packaging, return shipment or product collection depending on the circumstances.
Please do not independently return a direct-order product without first contacting us and receiving the applicable return instructions.
Where a refund is approved as the appropriate resolution, the refund method and processing details will be communicated for the particular order.
The time taken for funds to reflect after a refund is processed may also depend on the relevant bank, payment service or transaction provider.
If an order is placed through Amazon, Flipkart, Etsy or another third-party marketplace, the marketplace may provide its own return, replacement, refund and dispute-resolution process.
Customers should follow the applicable marketplace process where the platform requires returns or claims to be raised through its system.
For further information about direct-order dispatch, delivery, tracking and transit-related concerns, please review our Shipping & Delivery Policy.
Nothing in this policy is intended to exclude, restrict or override any right or remedy that cannot lawfully be excluded under applicable law.
Evidence requirements and reporting timelines are intended to assist fair verification of claims and should be understood subject to applicable legal rights.
To report an issue relating to a direct order, please contact us with your order information and supporting evidence:
This Replacement & Returns Policy should be read together with the applicable product information, Terms & Conditions, Shipping & Delivery Policy, Customisation & Cancellation Policy and any order-specific terms confirmed before purchase.
