Refund policy

 Refund & Returns Policy

Thank you for shopping with Chaoyiwood. Because our products are custom-made and manufactured to your exact specifications, our refund and return processes differ from standard retail items.

Please read this policy carefully before placing your order.

### 1. Made-to-Measure & Custom Orders
All of our made-to-measure products are custom-made to your unique specifications.
* Under UK Consumer Contracts Regulations, custom-made, bespoke, and made-to-measure goods are strictly exempt from the standard 14-day online cooling-off period.
* Once an order has entered production, we cannot accept cancellations, amendments, returns, or exchange requests if you change your mind, choose the wrong color/finish, or provide incorrect measurements.

### 2. Faulty, Damaged, or Incorrect Goods
We take great pride in our craftsmanship. However, if your item arrives damaged, faulty, or does not match the specifications you provided, you are fully protected under the Consumer Rights Act 2015.

You are entitled to a remedy if your product is:
* Faulty or damaged upon delivery.
* Incorrectly made (i.e., it does not match the dimensions, materials, or options chosen in your order confirmation).
* Not fit for purpose.

### 3. How to Report an Issue
If you believe your order is faulty or incorrect, you must notify us within 30 days of receiving your goods.
1. Contact Us: Email our support team at junyihuang@hotmail.co.uk with your order number.
2. Provide Evidence: Include clear photographs and a short description of the fault or measurement error.
3. Assessment: We will review your claim. If the error is on our part, we will arrange for the item to be collected or provide a prepaid return label. Do not send items back to us without contacting us first.

### 4. Resolution & Refunds
If a genuine fault or manufacturing error is confirmed:
* Within 30 Days of Delivery: You have the right to a full refund, or you can opt for a free repair or replacement. 
* After 30 Days (Up to 6 Months): We reserve the right to repair or replace the item first. If the repair or replacement cannot be fulfilled or fails to fix the issue, you will then be entitled to a full or partial refund.
* Processing Time: Approved refunds will be issued back to your original payment method within 14 days of us receiving the item back at our workshop.

### 5. Customer Measurement Accuracy
Please double-check all measurements before submitting your order. We cannot offer refunds, free alterations, or replacements if the product was made correctly to the measurements you provided, but those measurements turn out to be incorrect +-5mm is to be accepted due to the natural solid wood and manufacturing inperfections

6. Buyer may need to pay for return for return reason