Custom made-to-order products are non-refundable. Custom orders are made to your exact specifications; and we will do everything possible to work with you during the customization order and sales process to ensure creating the product you require. We will repair or exchange any custom order damaged by shipping or a manufacturing defect. Custom orders cannot be exchanged. Please call or email us, as soon as you discover that there is a problem with your order. The Primarily Pine team will work with you to correct the problem.