Refund policy

New Era Workshop Return and Refund Policy

We want your handmade item to arrive safely and match your order. Please contact us if something is wrong so we can review it and work toward a resolution.

Personalized and custom items

Personalized and custom items are made specifically for you. We do not accept change-of-mind returns or exchanges on these items, including requests caused by customer-provided spelling errors, incorrect selections, or changes to an approved design.

This restriction does not apply when an item is defective, arrives damaged, or does not match the order or approved design because of an error by New Era Workshop.

Reviewing personalization and proofs

Please carefully check names, dates, wording, colors, and other selections before ordering.

When we provide a design proof, review it carefully before approving. If we produce the item differently from your approved proof, we will work with you to correct the issue. Changes requested after approval may involve additional charges if work has already begun.

Handmade variations

Natural wood grain, color, reclaimed-material markings, and small differences associated with handmade production make each piece unique. Screen settings can also affect how colors appear.

Normal variations described in the listing are not defects. This does not excuse damage, poor workmanship, or an item that materially differs from its description.

Nonpersonalized items

For items that are not personalized or custom-made, contact us within 14 days of delivery to request a return. Approved returns must be shipped within 14 days after authorization.

Items must be unused, unaltered, and returned with their included parts and accessories in protective packaging. The customer pays return shipping for change-of-mind returns. Original shipping charges are not refundable for these returns.

Please contact us before sending an item back. We will provide the return address and instructions. Do not send a return to the shipping-label address unless we confirm it is the correct return location.

Damaged, defective, or incorrect items

Contact us as soon as possible, preferably within 7 days of delivery, with your order number, a description of the issue, and clear photographs. Keep all packaging while we review the claim.

Depending on the issue, we will arrange an appropriate repair, replacement, or refund. When the problem results from our error, a defect, or shipping damage, we cover any required approved return shipping.

The requested 7-day reporting period helps us investigate promptly and does not limit rights provided by applicable law.

Cancellations and order changes

If custom design work, material preparation, or production has not begun, we can cancel the order for a full refund. Once that work has started, cancellation or changes may no longer be possible. We will explain the status of your order and any available options.

If we cannot fulfill your order, we will notify you and refund any payment for the unfulfilled items and associated shipping.

Refunds

We will notify you after reviewing your request and, when required, inspecting the returned item.

Approved refunds will be processed to the original payment method within 10 business days. Your bank or payment provider may take additional time to post the credit.

If more than 15 business days have passed since we confirmed your refund, contact us.