Return, Refund and Exchange Policy
Last updated: June 23, 2026
At T. Weatherhead & Co., every piece is carefully made, inspected and packaged in our Fall River, Nova Scotia workshop. We want you to feel confident when purchasing our handcrafted furniture, accessories and home goods.
This policy explains when a product may be returned, which products are not eligible for return, how refunds are calculated and what to do if an order arrives damaged or incorrect.
Information about processing times, shipping methods and delivery responsibilities can be found in our Payment & Delivery Policy.
Return Policy at a Glance
For an eligible return:
Contact us within 3 calendar days of delivery or an in-person purchase.
Wait for return approval and shipping instructions before sending the item.
Ship the approved return within 14 calendar days of delivery.
Return the product unused, undamaged and in its original condition and packaging.
The customer is normally responsible for return shipping.
Original and return shipping costs are generally non-refundable.
Refunds are issued to the original payment method after the returned product has been received and inspected.
Custom, personalized, engraved and final-sale products cannot be returned.
We do not offer direct exchanges.
This policy does not limit any rights you may have under applicable consumer-protection law.
Starting a Return
To request a return, use our Contact Us page or email tweatherheadco@gmail.com within three calendar days of receiving your order or completing an in-person purchase.
Please include:
your name;
order number or other proof of purchase;
the product you would like to return;
the reason for the return; and
photographs, where they may help us understand the request.
Please do not send a product back without receiving return approval and return instructions from us. Unauthorized returns may be refused or returned to the sender.
Our workshop is not open for unannounced returns. A return address and instructions will be provided after the return has been approved.
Return Eligibility
To qualify for a return, the product must be:
returned within the required period;
unused and unaltered;
free from damage, scratches, stains, odours or other signs of use;
complete, with any included components or accessories; and
securely returned in its original packaging.
We understand that packaging may need to be opened to inspect a product. However, the product and packaging must be returned in a condition that allows the product to be resold.
Customers are responsible for any loss in value caused by handling, use, damage, incomplete packaging or inadequate return packaging. Where appropriate, this loss in value may be deducted from the refund.
Damage resulting from use, improper cleaning, unsuitable storage or failure to follow the recommended care instructions is not considered a manufacturing defect. Guidance for maintaining your purchase is available on our Product Care and Maintenance page.
Products That Cannot Be Returned
We cannot accept returns or exchanges for:
custom orders;
products made or modified to customer-supplied specifications;
personalized or engraved products;
products identified as final sale;
products that have been used, altered or damaged after delivery;
products returned outside the applicable return period;
products returned without authorization; and
urns that have been filled or used.
A custom order includes a product created or altered using specifications that are not offered as a standard product option, such as special dimensions, materials, designs, inscriptions or other customer-requested modifications.
A standard product that is made after an order is placed is not automatically considered a custom product unless it has been personalized, modified or identified as non-returnable before purchase.
These restrictions do not apply where a product is defective, materially different from its description or otherwise subject to a remedy required by law.
Natural Wood Characteristics
Every product is made from real wood. Variations in grain, colour, figure, tone and naturally occurring markings are part of the character of the material.
The product you receive may not look exactly the same as photographs of another piece made from the same species of wood. Computer and mobile-device displays may also reproduce colours differently.
Natural wood variation is not normally considered a defect. Changes caused by humidity, temperature, sunlight, cleaning products or improper storage may also affect the colour, texture or shape of natural wood.
Please review our Product Care and Maintenance instructions for guidance on cleaning, storing and maintaining your handcrafted wood product.
Contact us if you believe your product is damaged, incorrectly made or materially different from its description.
Damaged, Defective or Incorrect Orders
Please inspect your order promptly after delivery.
If your product arrives damaged, defective or different from what you ordered, contact us within 3 calendar days of delivery through our Contact Us page or by emailing tweatherheadco@gmail.com.
Please provide:
your order number;
a description of the issue;
photographs of the product;
photographs of the interior and exterior packaging; and
photographs of the shipping label where relevant.
Keep the product and all original packaging until we have reviewed the claim. The packaging may be required for a carrier claim.
Depending on the circumstances, we may offer an appropriate repair, replacement, partial refund or full refund. Where we confirm that the product was damaged in transit, defective or sent incorrectly, we will provide return instructions and cover reasonable authorized return-shipping costs where a return is required.
Please do not send a damaged product back before receiving instructions from us.
Order Cancellations
Contact us as soon as possible if you need to cancel an order.
We may be able to cancel and refund an order if production, personalization, packaging or shipping has not begun. Because we are a small workshop and many pieces are prepared or made specifically for an order, cancellation is not guaranteed after an order has been placed.
Custom, personalized or engraved orders cannot normally be cancelled once design approval, material preparation or production has begun.
An order cannot be cancelled after it has shipped. Once shipped, the applicable return terms will apply.
Current production estimates and shipping information can be found in our Payment & Delivery Policy.
Return Shipping
Unless the return results from a confirmed error or defect on our part, the customer is responsible for:
arranging return shipping;
paying the return-shipping cost;
packaging the product securely;
obtaining any required customs documentation; and
ensuring the package reaches us safely.
We strongly recommend using a tracked and adequately insured shipping service. The customer remains responsible for the return until it has been delivered to and accepted by T. Weatherhead & Co.
We are not responsible for a return that is lost, delayed or damaged during return transportation when the customer arranged the shipment.
Shipping methods and general delivery responsibilities are explained in our Payment & Delivery Policy.
Returns from Outside Canada
International returns must be approved before shipping.
Customs documentation must be completed accurately and should clearly identify the shipment as returned merchandise or Canadian goods being returned, where appropriate. Do not declare the shipment as a new commercial sale.
Include the original order number and any return information we provide.
The customer is responsible for return postage and for customs, brokerage, carrier or administrative charges resulting from incomplete or inaccurate return documentation. Any such fees charged to T. Weatherhead & Co. may be deducted from the refund.
Customs authorities and carriers make the final determination regarding how a returned shipment is processed.
Additional information about international shipping, carriers, customs and delivery is available in our Payment & Delivery Policy.
Original Shipping and Other Charges
Original shipping charges, shipping upgrades and return-shipping costs are normally non-refundable.
For an order advertised with complimentary or included standard shipping, the actual outbound shipping cost paid by T. Weatherhead & Co. may be deducted from the refund.
Duties, taxes, tariffs, brokerage charges, customs fees and other third-party charges are non-refundable to the extent that they cannot be recovered by T. Weatherhead & Co.
These deductions will not normally apply when the return is required because we sent an incorrect product or confirmed that the product was defective or damaged before delivery.
Details about the shipping costs and import charges applicable to an order can be found in our Payment & Delivery Policy.
Refused, Unclaimed and Undeliverable Orders
Please contact us before refusing a shipment.
An order that is refused, unclaimed or returned because of an incomplete or incorrect address is not treated as an approved return.
When such a shipment is returned to us, we will inspect the product before determining whether a refund is available. Any refund may be reduced by:
the original outbound shipping cost;
return-shipping charges;
address-correction fees;
storage or carrier charges;
customs, duties, tariffs or brokerage charges;
non-refundable payment or processing charges where permitted; and
any loss in value resulting from damage or handling.
A refund will not be issued until the product has been returned to us and inspected.
Custom, personalized, engraved and final-sale products remain non-refundable even when delivery is refused or the shipment is not claimed, except where otherwise required by law.
For more information about addresses, deliveries, carrier delays and customs responsibilities, please review our Payment & Delivery Policy.
Refunds
Once an approved return has been delivered, we will inspect the product and notify you whether the refund has been approved.
An approved refund will include the eligible merchandise amount and applicable refundable taxes, less any permitted deductions described in this policy.
Refunds are issued to the original payment method. We cannot normally issue a refund to a different card, account or person.
After we issue the refund, your bank or card provider may require up to two weeks to post it to your account. Currency-conversion differences and fees charged by a bank, card issuer or payment provider are outside our control.
Information provided in connection with a return or refund is handled in accordance with our Privacy Policy.
Exchanges
We do not offer direct exchanges.
If you would like a different product, wood species, size or design, you may return an eligible product under this policy and place a new order separately.
Approval of a return does not reserve another product or guarantee that the requested replacement will remain available.
Purchases Made Through Etsy or Another Marketplace
Purchases made through Etsy or another third-party marketplace must normally be managed through the platform on which the purchase was completed.
Marketplace policies, buyer-protection programs and transaction procedures may also apply. Where a marketplace requirement conflicts with this website policy, the applicable marketplace rules and consumer-protection laws will govern that transaction.
Information received from a marketplace is handled as explained in our Privacy Policy.
Consumer Rights
This return policy provides contractual terms for purchases from T. Weatherhead & Co. It does not exclude, restrict or replace rights and remedies that cannot legally be waived under applicable consumer-protection law.
Related Policies and Information
For additional information, please review:
Contact Us
Questions and return requests may be submitted through our Contact Us page or directed to:
T. Weatherhead & Co.
Fall River, Nova Scotia, Canada
Email: tweatherheadco@gmail.com
Please use the subject line Return Request and include your order number or proof of purchase.