Refund policy

Last updated: November 8, 2026

At OakBindery, each wooden guest book is thoughtfully handcrafted and made to order. Because our products are personalized and custom-made, we have a return and refund policy tailored to custom items.

Please review this policy carefully before placing your order.

1. Custom & Personalized Orders

All OakBindery products are made to order and personalized according to the details provided by the customer at checkout, such as names, dates, messages, and other customization requests.

Because each item is made specifically for the customer:

  • Custom and personalized items are generally final sale and cannot be returned or exchanged due to a change of mind or personal preference.

  • Customers are responsible for checking all spelling, dates, names, and personalization details submitted with their orders.

  • OakBindery is not responsible for errors in customer-provided information that are reproduced accurately on the finished product.

  • Each item is made according to the personalization details submitted and, where applicable, the final design proof approved by the customer.

For orders requiring design proof approval, production will follow the final design approved by the customer. Customers are responsible for carefully reviewing all names, dates, spelling, layout, and personalization details before approving the design.

OakBindery is responsible for correcting production errors where the finished product does not match the approved design or the original order details.

We strongly recommend reviewing all personalization details carefully before completing your purchase and approving any design proof.

Nothing in this section limits any rights or remedies available under applicable consumer protection laws.

2. Order Changes & Cancellations

Customers may request changes or cancellations within 24 hours of placing an order, provided personalized production has not started.

After the initial 24-hour period, changes or cancellations may no longer be possible, particularly if design preparation or personalized production is already underway. We will review requests based on the actual status of the order.

Once personalized production has started, orders generally cannot be changed or canceled due to a change of mind or personal preference.

For orders requiring design proof approval, production begins after the customer approves the design. However, design preparation and other order processing activities may begin earlier.

If OakBindery cannot fulfill an order within the promised shipping timeframe, customers will be notified of the delay and offered the applicable options, including cancellation and a refund where required by law.

3. Damaged, Defective, or Incorrect Items

We carefully inspect each item before shipping. However, if your order arrives damaged, defective, or incorrect, please contact us so we can review the issue.

Depending on the nature of the problem, we may offer a replacement, repair, or refund.

Eligible issues include:

  • The item arrives damaged during transit.

  • The item has a manufacturing or structural defect that affects its quality or intended use.

  • The engraving or personalization does not match the approved design proof or original order details due to an error on our part.

  • You receive an item different from the product you ordered.

Please contact us within 15 days of delivery whenever possible so we can investigate and resolve the issue promptly.

This reporting period does not limit any rights or remedies you may have under applicable consumer protection laws.

4. How to Request a Return, Replacement, or Refund

To report an issue or request a resolution:

  1. Email us at hello@oakbindery.com.

  2. Include your order number.

  3. Clearly describe the issue.

  4. Provide clear photos or videos showing the problem, including the product and packaging where relevant.

Our team will review your request and contact you with the next steps.

Please do not send any item back without receiving return instructions and authorization from our team.

Depending on the circumstances, we may resolve the issue using photo or video evidence without requiring the item to be returned.

5. Return Shipping & Costs

If an issue is confirmed to be our responsibility, such as a manufacturing defect, incorrect personalization caused by our production error, or damage during transit, OakBindery will cover the reasonable return shipping costs when a return is required.

Alternatively, we may provide a replacement or another appropriate resolution at no additional cost to the customer.

In some cases, we may not require the original item to be returned.

We do not charge restocking fees for approved returns or refunds.

For returns or exchanges requested due to reasons not covered by this policy, any applicable return shipping costs and eligibility will be reviewed on a case-by-case basis, subject to applicable laws.

6. Refunds

If a refund is approved:

  • Refunds will generally be issued to the original payment method.

  • For ordinary approved claims, refund processing typically takes 5–7 business days after approval.

  • Your bank or payment provider may require additional time to post the refund.

  • Where a return is not required, refunds may be processed based on the evidence provided.

If OakBindery cannot fulfill an order or a refund is required under applicable law, the refund will be processed in accordance with the applicable legal requirements and timeframes.

Any refund of shipping charges, taxes, or other amounts will be handled in accordance with the circumstances of the claim and applicable laws.

7. Natural Wood & Handcrafted Variations

Our products are made from natural wood and individually handcrafted. Natural variations are part of the character of each piece.

The following are generally considered normal characteristics rather than defects:

  • Variations in natural wood grain and patterns.

  • Slight differences in wood color and texture.

  • Minor natural markings and variations in the wood surface.

  • Small handcrafted differences that do not affect the product's functionality or intended use.

These characteristics are not considered defects when they fall within normal natural material and handcrafted variations.

However, significant damage, structural problems, or manufacturing defects that affect the product's quality or intended use will be reviewed under our damaged and defective items policy.

8. Shipping, Lost Packages & Delivery Issues

Once an order has been dispatched, delivery is handled by third-party shipping carriers.

Although delivery times are estimates and may be affected by carrier delays, customs inspections, weather, or other circumstances beyond our control, we will assist customers with shipping-related issues.

If your tracking information shows that a package is lost, undelivered, or has not been updated for an unusually long period, please contact us at hello@oakbindery.com.

We will work with the shipping carrier to investigate the shipment and determine the appropriate resolution.

Depending on the investigation results and applicable consumer protection laws, we may arrange a replacement or refund.

If an order cannot be delivered within the promised shipping timeframe, we will provide the applicable delay notice and cancellation or refund options required by law.

9. Contact Us

If you have questions about this Refund Policy or need assistance with an order, please contact us:

Brand: OakBindery

Email: hello@oakbindery.com

Phone: +1 909 203 0581

US Business Address:

15566 Palomino Dr
Chino Hills, CA 91709
United States

Please note that the business address above is not automatically a return shipping address. Contact us and obtain return authorization and instructions before sending any item back.

Nothing in this policy is intended to limit or exclude any consumer rights or remedies that cannot be waived under applicable laws.