Return Policy

At Sierra Living Concepts, every piece is individually made to order and handcrafted for you. Because of this, our return process is different from a typical retailer. Please read this policy carefully so you know what to expect. This Return Policy should be read together with our Terms and Conditions, which govern all sales; if there is any conflict, the Terms and Conditions control.

1. Made-to-Order Products

All Sierra Living Concepts products are individually made to order. We do not hold finished items in stock; each piece is produced after your order is placed. This is why cancellation and return terms are tied to the stage your order has reached, not simply to a calendar date.

2. Changing or Cancelling Your Order

Order changes: If you need to change your order details (including size or customization), please contact us within 48 hours of placing it. Any price difference will be charged or refunded. After 48 hours, your original order proceeds into production.

Cancellations:

• Within 48 hours of placing your order: cancel for a full refund, no fee.
• After 48 hours (once manufacturing has begun): a 25% restocking fee applies, because production of your custom item has started.
• After the item has shipped: the change-of-mind terms in Section 4 apply.

3. Reporting Window (Damage & Returns)

Please inspect your item on delivery. If there is any damage, note it on the delivery receipt, take photographs, and contact us within 48 hours. If you are unable to inspect the item at the time of delivery, please notify us within 48 hours of discovering the issue and keep all original packaging. Any return request or damage claim must be raised within this window.

Failure to note damage at delivery does not waive any rights that cannot be waived under applicable law.

White Glove Service orders: if your item was delivered with White Glove Service, our team unpacks, assembles, and removes all packaging as part of that service. In these cases you are not required to retain the original packaging, and any packaging needed for a return will be handled when we arrange collection.

4. Change-of-Mind Returns

Because every item is made to order, we generally do not accept returns for change of mind (that is, for items that are not defective or damaged). Where we agree to accept a change-of-mind return at our discretion, the following applies:

• A 40% restocking fee applies to the item price.
• Return shipping is charged separately and is the customer's responsibility.
• You do not ship the item back yourself. Sierra Living Concepts arranges collection once your return is authorized. Please do not mail returns to any address.

5. Defective or Damaged Items

Items that arrive defective or damaged are not subject to the restocking fee. If your item arrives with a defect or transit damage, contact us within 48 hours of inspection (see Section 3) with your order number and photographs of the item and packaging. Remedies may include repair, partial or full replacement, or refund, as we determine.

6. Limited Warranty

We provide a limited 365-day warranty covering manufacturing and workmanship defects for items in new or slightly used condition. The sole remedies are repair, replacement (in whole or part), or refund, as we determine. Natural variations in solid and reclaimed wood — grain, color, knots, tool marks, and reclaimed-wood characteristics — and customization nuances are inherent to handcrafted furniture and are not considered defects. We are happy to evaluate concerns case by case and offer an appropriate resolution.

7. How to Start a Return

• Start your return request through our customer service portal to obtain a Return Merchandise Authorization (RMA). Returns must be authorized before collection is arranged.
• Provide your order number and, for damage or defect claims, photographs of the item and packaging.
• Once authorized, our team will arrange collection of the item. Keep the original packaging where available (see the White Glove Service note in Section 3).

8. Non-Returnable and Non-Refundable Items

• Custom Made Orders: Custom-made furniture is designed exclusively for you, according to your specifications. Therefore, once you approve the design and color, custom-made products are non-returnable and non-refundable.

9. Refunds

After we receive and inspect the returned item, we will process your refund or replacement. Refund timing depends on your original payment method and typically takes 7 to 20 days from the date we receive the item. We will notify you by email once your return has been processed. Any applicable restocking fee and separate return shipping charges will be reflected in your refund.

If you have any questions about this Return Policy, please contact us: