North Burl Refund Policy

Effective Date: January 2026

At North Burl, we take pride in creating exceptional custom furniture pieces tailored to your specific vision. Due to the bespoke nature of our work, we have established the following refund and cancellation policy.

Custom Orders

What Makes an Order "Custom"

Custom orders include any piece that involves:

• Specific dimensional requirements beyond standard sizing

• Client-selected materials, wood species, or finishes

• Custom joinery, hardware, or design modifications

• Client-provided specifications, drawings, or design consultations

• Special-order materials sourced for your project

• Any work that begins fabrication based on your approved design

Deposits and Payment Structure

• A 50% deposit is required to begin all custom projects

• This deposit covers design time, material procurement, and production scheduling

• The deposit becomes non-refundable once materials are ordered or fabrication begins (typically within 5-7 business days of deposit receipt)

Cancellation Timeline

Within 48 hours of deposit: Full refund available if no materials have been ordered and no fabrication has begun.

After 48 hours but before fabrication begins: Refund of deposit minus actual costs incurred for:

• Materials already ordered (with 15% restocking fee if returnable)

• Design time billed at $150/hour

• Any non-returnable materials or custom hardware ordered

After fabrication begins: No refund available on deposit. The project is considered in progress, and significant labor and materials have been committed.

Why Custom Orders Have Limited Refund Options

Each custom piece involves multiple irreversible steps:

1. Design consultation and technical drawings - Time invested in understanding and documenting your vision

2. Material sourcing - Many materials are special-ordered from domestic and international suppliers, including our Italian manufacturing partners

3. Custom milling and preparation - Wood is selected, dimensioned, and prepared specifically for your piece

4. Joinery and fabrication - Once cutting begins, materials cannot be repurposed for other projects

5. Finishing processes - Custom stains, oils, and finishes are mixed and applied to your specifications

These elements mean that once your project enters production, the materials and labor cannot be reallocated to another client.

Standard/In-Stock Items

For any ready-made or in-stock pieces that have not been customized:

• 30-day return window from delivery date

• Item must be unused, unassembled (if applicable), and in original condition

• Customer responsible for return shipping costs

• Refund issued within 10 business days of receiving returned item

• 15% restocking fee applied to cover handling and inspection

Material Defects and Quality Issues

We stand behind the quality of our work. If you receive a piece with:

• Structural defects resulting from fabrication errors

• Materials that do not match approved samples or specifications

• Damage that occurred during production (not shipping)

We will repair or remake the piece at no additional cost. You must notify us within 7 days of delivery with photos documenting the issue.

This warranty does not cover:

• Natural variations in wood grain, color, or character marks (these are inherent to natural materials)

• Changes in wood appearance due to environmental conditions in your space

• Damage from shipping (file claim with carrier)

• Modifications made by anyone other than North Burl

Shipping Damage

Inspect all items upon delivery. If damage occurred during shipping:

1. Document damage with photos immediately

2. Note damage on delivery receipt before signing

3. Contact us within 24 hours

4. We will file claim with carrier and arrange repair or replacement

Changes to Your Order

Before Fabrication Begins (within 48 hours of deposit)

• Design changes can be accommodated with revised quote

• Significant changes may require additional design fees

After Fabrication Begins

• No changes possible once cutting and joinery have started

• Any requested changes would require restarting the project as a new order with new timeline and full pricing

Project Timelines

Delays happen. We provide estimated timelines, but the following may impact delivery:

• Material availability from suppliers

• Weather conditions affecting finishing processes

• Complexity of custom work discovered during fabrication

• Shipping delays from Italian or domestic suppliers

We are not liable for delays beyond our control. However, we will keep you informed of any timeline changes and work diligently to complete your piece.

Cancellation by North Burl

We reserve the right to cancel and refund any order if:

• Materials cannot be sourced as specified

• Project scope significantly changes from original agreement

• Client requests are outside our capabilities or quality standards

In such cases, we will refund any payments minus actual costs incurred.