We want you to love your Sowood gift. If something’s not right, we’re here to help. Please review the policy below before submitting a claim.

1. No Returns Accepted

Due to the custom nature of our products, we do not accept returns. Instead, we offer a refund or replacement depending on the issue.

2. When Are You Eligible for a Refund or Replacement?

You may request a refund or replacement if:

• Color differences between the mockup and the actual product are inevitable due to variations in display screens, machine settings, and individual perception of color. Sowood is committed to optimizing printer settings to ensure the closest possible match between the mockup and the final product. However, minor color variations that do not significantly affect the overall aesthetic of the product are not eligible for refund or replacement.
• Size discrepancies between product descriptions and the actual item may occur due to inherent tolerances of manufacturing equipment. Please note that the following deviations are considered within acceptable tolerance and are not eligible for refund due to sizing issues:
• For products with a maximum dimension not exceeding 10 cm: ± 2 mm
• For products with a maximum dimension exceeding 10 cm: ± 5 mm
• For fabric-based products: acceptable tolerance is within 3 cm
• You received the wrong product or design.
• The item received is damaged, defective, or broken.

Unfortunately, we do not offer refunds or replacements for:

• Personal dissatisfaction with the design concept.
• Color and size differences that fall within the acceptable tolerances listed above.
• Requests made after 7 days of delivery.
• Orders with incorrect or missing shipping information provided by the customer.
• Address issues leading to return:
• Incorrect or incomplete address (Insufficient Address/Addressee Unknown).
• Correct address, but no one available to receive the package (Vacant).
• Delivery to a PO Box, but the PO Box is expired or full and cannot receive mail.
• Addresses that are difficult to access (No Access to Delivery Location), such as gated communities that require a card or code, difficult-to-reach areas, or locations with aggressive animals.

We truly appreciate your understanding, and we are always committed to continuously improving our products and services to bring you the best gifting experience.

3. Proof Required

To process a refund or replacement, please provide the following within 7 days of receiving the item:

• A high-quality photos or a short video showing the issue
• A photo of the shipping label on the outer packaging (for verification)
• For claims related to shipping issues (such as lost packages), in certain cases we may request that you create a Service Request on USPS to assist in the investigation process.
• You can follow this guide on how to create a Service Request: https://drive.google.com/file/d/1kZaPp2c0F7nxSkaLKnF9PAOOO1HBoabV/view

Requests without valid proof or with blurry/low-quality images will not be eligible for compensation.

Send your claim to support@mysowood.com with your order number and attached media.

4. Resolution Options

Once verified, we’ll let you choose:

• A refund to your original payment method, or
• A replacement for the defective, damaged, or missing items in your order (please note, this option is only applicable for the specific item(s) with issues, not the entire order).

5. Need Help?

We’re here for you. For any questions, please email us at:

support@mysowood.com