Returns and Refunds Policy
All Easton Hill furniture is made to order. Because each piece is crafted specifically for you, we are generally unable to accept returns or exchanges.
We encourage you to carefully review all product descriptions, dimensions, images, and our Quality and Cosmetic Standards before placing an order.
Order Changes & Cancellations
Due to the custom nature of our work, refunds, cancellations, or modifications cannot be made after 24 hours of placing an order.
Inspect Upon Delivery
We take great care to get your furniture to you safely and accurately, but accidents can happen.
Please inspect your order carefully at the time of delivery. If you notice any mistakes or damage, note it with the delivery carrier before signing for the shipment.
Items not reported within 24 hours will be considered accepted as delivered.
If there is an issue with your order, please follow the steps below right away to help us resolve the issue quickly:
Incorrect Items Received
-
Document the Issue
Take clear photos or videos of both the packaging and the affected item(s). These images are required for us to file a claim with the delivery carrier, if needed. -
Contact Us Within 24 Hours
Email us at support@eastonhill.com within 24 hours of delivery, and include:- Your order number
- A description of the issue
-
Photos/videos showing the item(s) and issue(s).
-
Keep the Original Packaging
Do not discard any packaging materials until the claim process is complete. Delivery carriers often require them for inspection.
Items Damaged During Shipping
-
Document the Damage
Take clear photos or videos of both the damaged packaging and the affected item(s). These images are required for us to file a claim with the delivery carrier. Ensure the delivery carrier also documents the damage.
-
Contact Us Within 24 Hours
Email us at support@eastonhill.com within 24 hours of delivery, and include:- Your order number
- A description of the issue
-
Photos/videos showing the damage.
-
Keep the Original Packaging
Do not discard any packaging materials until the claim process is complete. Delivery carriers often require them for inspection.
Important Notes
-
Damage not noted on the delivery receipt may be considered customer damage and not eligible for replacement or refund.
- Damage or defects not reported with photo evidence within 24 hours of delivery will be considered accepted as received and cannot be replaced, returned, or exchanged.
Refund or Replacement for Damaged Items
Once we receive and verify your claim, we will provide one of the following resolutions, at our discretion:
-
Replacement: We will craft and ship a replacement item at no additional cost. Please note that handmade furniture requires time to produce; we will provide an estimated completion and delivery date.
- Refund: If a replacement is not feasible or preferred, a refund will be issued to your original payment method. Applicable taxes will be refunded in accordance with state laws.
Approved refunds are typically processed within 10 business days. Please allow additional time for your bank or credit card provider to complete posting.
If more than 15 business days have passed since your refund approval, contact us at support@eastonhill.com for assistance.
Exceptions
Our Return and Refund Policy does not cover the following:
-
Natural Variations: Minor variations in wood grain, color, and finish are normal in handcrafted furniture and contribute to each piece’s unique character. These are not considered defects.
-
Damage After Delivery: We cannot be held responsible for any damage occurring after the furniture has been successfully delivered and accepted.
- Buyer’s Remorse: We do not offer returns or refunds due to a change of mind, incorrect measurements, or dissatisfaction with a product that matches its description. Please verify all dimensions to ensure your furniture will fit through doorways, stairways, and intended spaces.
Every Easton Hill piece is made with care and intention. We appreciate your understanding that handcrafted furniture is one-of-a-kind.