Refund Policy

1. Custom goods are not returnable

Every door, drawer front and panel we machine is made to your dimensions, in your profile, in your material. It fits your job and nobody else’s. Made-to-order goods cannot be returned or refunded because they are no longer wanted, were ordered in error, or no longer suit the job.

That includes pieces cut to sizes you supplied that turn out to be the wrong sizes. Please see who is responsible for dimensions in our Terms.

2. What we will put right

If we got it wrong, we fix it. We will remake or credit, at our option and at no charge, any piece that:

• Does not match the dimensions on your confirmed order
• Is the wrong profile, material, thickness or finish against your confirmed order
• Has a manufacturing defect — machining flaws, tear-out, delamination or damage present when you received it
• Is short against the quantity on your order, or arrived damaged on our delivery

Where we remake, we do it as a priority job. Where a credit is preferred, it is applied to your account or refunded to the original payment method.

3. Inspect on receipt — five business days

Please check your order against your own list when you collect it or when it is delivered.

Claims must reach us within five business days of collection or delivery. After that we cannot reliably tell a manufacturing issue from handling, storage or finishing, so we cannot accept a claim. Damage on our own delivery should be raised the same day where possible.

4. How to make a claim

Email info@zauberwoodworks.com or call (203) 947-9323 with:

• Your order number and job name
• Which pieces are affected, and how many
• Photographs of the problem, and of a tape measure across the piece where it is a size question

Please keep the affected pieces until the claim is settled — we may need them back, and we will arrange collection at our cost where we do. Do not finish, cut, drill or install a piece you believe is wrong: once it has been worked on we can no longer treat it as a claim.

5. What is not covered

• Sizes you supplied that were wrong. We machine to your dimensions.
• Anything already finished, cut, bored, hinged or installed. Working a piece is acceptance of it.
• Finish results. Preparation, priming over our sanded surface, topcoats, colour match and sheen are yours.
• Movement after delivery caused by moisture, humidity, storage flat versus on edge, or exposure to water. HDF is not waterproof.
• Normal variation within our machining tolerance, and slight colour or texture variation between board batches.
• Damage in transit where you or your carrier collected the goods.

6. Cancelling an order

Before machining begins we can usually cancel at no cost, and any deposit is returned in full.

Once machining has begun material and labour already committed are chargeable. Once a piece is cut to your sizes it cannot be cancelled, because it cannot be sold to anyone else.

7. Refunds and credits

Approved refunds are issued to the original payment method. Card and bank refunds usually appear within five to ten business days once issued, depending on your bank. Account credits are applied immediately and shown on your next invoice.

8. Talk to us first

Most problems are quicker to solve than to argue about, and we would rather remake a door than lose a shop. If something is not right, call us.