Last updated: October 7, 2026
Every SoulWoods piece is built by hand, one at a time, from real wood. We want you to love what you receive, and this policy explains what happens if something isn’t right.
Natural wood
Every board is cut from a real tree, so color, grain and figure will vary from the photos and from one piece to the next. Wood also moves slightly with the seasons. These natural characteristics are part of what makes each piece unique and are not considered defects.
Everyday goods and HiFi Core platforms
- Changed your mind? You can return an unused item in its original condition within 14 days of delivery. Email store@soulwoods.co first and we’ll confirm the return. Return shipping is your responsibility, and original shipping charges are not refundable.
- Cancellations: because these pieces are made to order, you can cancel for a full refund until we begin building your piece. Once work has started, the return policy above applies after delivery.
- Refunds are issued to your original payment method once we receive and inspect the return. Your bank may take 5 to 10 business days to post it.
Custom commissions and the HiFi Custom deposit
- The $50 Custom HiFi deposit reserves your place in our build queue and is applied in full to your final balance. If we can’t settle on a design together, we’ll refund your deposit in full.
- Once you approve the design and quote, materials are selected and work begins on a piece made specifically for you. Custom work can’t be resold, so it is not eligible for change-of-mind returns or cancellation refunds after approval.
- If a custom piece doesn’t match the design we agreed on, tell us and we’ll make it right.
Damaged in shipping
We pack every piece carefully, but if your order arrives damaged, email store@soulwoods.co within 7 days of delivery with photos of the piece and the packaging. Please keep the packaging. We’ll repair, replace or refund the item, and we’ll handle the claim with the carrier. Replacements are matched as closely as possible, but because every board is unique, an exact match can’t be guaranteed.
Our craftsmanship
We stand behind our work. For two years from delivery, if a joint, insert or finish fails under normal use, email store@soulwoods.co. We’ll work with you to find the best resolution, and will repair or replace the piece at our discretion.
If a replacement is needed, we’ll make every effort to match the original as closely as possible. Because every board is unique, with its own color, grain and figure, an exact match can’t be guaranteed.
Normal wear, knife marks, water damage, heat damage and skipped care are not covered.
Contact
Questions about an order or a return? Email store@soulwoods.co or call or text (260) 338-3135.