Returns & Cancellations
Effective date: October 1, 2026
Almost everything we make is built to order for one customer, so this policy works differently from a store's return policy. Here's how cancellations, problems, and refunds work at The Kingsbury Workshop LLC. If anything here doesn't fit your situation, email michael@thekingsburyworkshop.com and we'll work it out.
Canceling a custom order
Before materials are purchased: you can cancel, and we'll refund your deposit, minus any non-recoverable costs we've already told you about.
After materials are purchased, before we start building: you can still cancel. We may subtract documented material, special-order, or other non-recoverable costs for your project from your refund.
After we start building: the deposit is non-refundable, because your piece is being made specifically for you.
Changing your mind after completion
Custom and personalized items can't be returned because you changed your mind after they're finished. This includes engraving and personalization that match the text and artwork you approved.
If the finished item accurately matches the design and details you approved, later dissatisfaction with an approved choice, such as a species, color, or size, isn't treated as a workmanship defect.
Workmanship problems
Please contact us within 30 days after delivery or pickup if you notice a workmanship problem or defect, such as a failing glue joint, a crack caused by construction, or a finish flaw.
This is a reporting window for problems, not a 30-day return policy.
Send us a description and photos. Depending on the issue, we'll repair, replace, remake, or refund the item. We'll choose a reasonable remedy based on the problem.
The following are natural characteristics of real wood, not defects: variations in grain, color, and figure; knots where they're structurally sound; mineral streaks; and normal wood movement. Small variations in dimensions, grain placement, strip alignment, and pattern are normal for handmade work.
Damage caused by improper care, such as soaking or dishwashing, misuse, or normal wear isn't a workmanship defect.
Complimentary Repair
Each cutting board includes one complimentary repair for an issue that can reasonably be repaired. This benefit is separate from workmanship coverage and does not reduce any remedy available for a covered workmanship issue.
The complimentary repair does not cover damage caused by improper care, dishwasher use, soaking or prolonged water exposure, misuse, or other damage outside normal use.
For a complimentary repair that isn't a workmanship issue, you're responsible for shipping the board to us, and we'll cover reasonable return shipping after the repair.
Please contact us with photos and a description of the problem before shipping a board or attempting a major repair.
Mistakes we make
If your item is materially different from the order you approved because of our error, we'll make it right at no additional cost to you.
Shipping damage
If your order arrives damaged, please contact us as soon as you can, ideally within 7 days. Send photos of the item, photos of the packaging, and a short description of the damage. Please keep the packaging until we've sorted it out.
Local pickup
Please look over your item when you pick it up. If you find a hidden workmanship problem later, you can still report it within 30 days.
Return shipping
Our error, an accepted workmanship problem, or shipping damage: if a return or reshipment is needed, we cover the reasonable shipping costs.
Other returns we agree to: if we agree to a return for another reason, you normally pay the return shipping unless we agree otherwise.
Please contact us before sending anything back.
Order delays
We'll give you an estimated completion or shipping time for each order. If we can't meet it, we'll let you know as soon as we can, give you a new estimate when possible, and offer you the choice to wait or cancel for a refund of amounts paid for the item that hasn't been delivered.
Board Butter
If the Board Butter included with your board is missing, leaking, or damaged, contact us and we'll normally replace it. A Board Butter problem on its own doesn't require returning an otherwise correct cutting board.
Refunds
Approved refunds are returned to your original payment method when reasonably practical. We won't substitute store credit for a refund you're entitled to unless you agree to it.
Contact
Email michael@thekingsburyworkshop.com with your name, your order details, and photos if there's a problem.