Refund policy
Return & Refund Policy
Effective Date: November 6, 2025
Thank you for choosing Nails and Grain Shutters! Because all of our shutters are handmade and custom-built to order, we do not accept returns, exchanges, or cancellations once an order has been placed.
Please read our policy carefully before ordering.
1. Custom Orders
Each set of shutters is made specifically for your order — including your chosen size, color, and finish. For this reason, all sales are final and non-refundable, except in cases where the product arrives damaged or does not match the size you ordered.
Set Quantities:
All shutters are sold as sets (pairs). Selecting a quantity of “1” at checkout equals one set (two shutters). For example, if you need four shutters total, you’ll need to select a quantity of “2.” Please double-check your quantities before ordering, as all products are made to order and cannot be changed once production begins.
Stain and Color Disclaimer:
All stained cedar shutters are handcrafted and finished with high-quality, semi-transparent stain. Please note that, as with all natural wood products, color tone and grain may vary slightly between boards. Over time, exposure to sunlight and weather will naturally cause the stain to fade gradually.
Under normal outdoor conditions, the stain should last approximately 7–10 years before needing a fresh coat. Fading is a natural process and is not considered a defect or reason for return or refund.
2. Damaged or Incorrect Orders
We take great care in packaging and shipping your shutters, but if your order arrives damaged or incorrect, please contact us within 7 days of delivery.
To qualify for a replacement:
- Email us at contact@nailsandgrainshutters.com with your order number and a clear photo of the damage or issue.
- We will review your claim and, if approved, arrange for a replacement or repair at no additional cost to you.
- Damaged items must remain in their original packaging until reviewed or picked up for replacement.
3. Incorrect Sizing
If the shutters you receive do not match the measurements you provided, we will replace the product at no cost to you. However, we are not responsible for incorrect measurements submitted by the customer. Please double-check your dimensions before ordering. If the shutters you receive do not match the measurements you provided, we will replace the product at no cost to you.
Please note: because each shutter is handcrafted from natural cedar, slight size variations can occur due to natural board differences and the handmade process. These small variances are normal and expected and do not affect the look, fit, or function of the shutters.
For a return or replacement to be eligible under sizing issues, the difference must be significant and clearly caused by an error on our end (for example, we built or shipped the wrong size entirely). Minor measurement variations are not considered defects or grounds for a return or exchange.
We always aim to build each shutter as close to your ordered measurements as possible, but small differences are part of the custom woodworking process.
4. Cancellations
Because each shutter is custom-made, orders cannot be canceled once production has begun. If you need to make a change to your order, contact us within 24 hours of purchase and we’ll do our best to accommodate you.
5. Shipping Damage Claims
If your order arrives visibly damaged due to shipping, please document it immediately by taking photos of:
- The packaging
- The damaged area of the shutter
- The shipping label
Then email this information to contact@nailsandgrainshutters.comwithin 7 days of receiving your order.
6. Refunds
Refunds are only issued if:
- We are unable to remake or replace a damaged or incorrect product.
- The issue was determined to be our fault.
All approved refunds will be processed to your original payment method within 5–10 business days.
7. Contact Us
If you have any questions about this policy, please contact us:
Email: contact@nailsandgrainshutters.com
Business Name: Nails and Grain Shutters
