At a glance
- All of our furniture is custom built to order, so we do not accept returns or exchanges.
- Manufacturing defects are covered by our lifetime warranty on materials and craftsmanship.
- Orders can be cancelled within two business days of being placed. After that, an order cannot be cancelled.
- Clearance items are final sale, with no return or warranty period.
Returns and exchanges
Every order is built for you. Your wood species, stain, finish, size, hardware and upholstery are chosen to your specification and the piece is made after you order it, so it cannot be resold. For that reason we do not accept returns or exchanges, including for a change of mind, colour or fit.
The only exception is a manufacturing defect, which we resolve under our lifetime warranty below. We are glad to help you get your choices right before you order: visit a showroom, browse our stains and finishes, or ask our team to confirm dimensions.
Cancellations
You may cancel an order within two business days of placing it. Contact us by email or phone with your order number and we will refund your payment in full to the original payment method.
After two business days, materials are committed and work on your piece has begun, so orders cannot be cancelled. This is due to the made-for-you nature of custom furniture.
Lifetime warranty
We offer a lifetime warranty on materials and craftsmanship — if a piece fails due to a defect in the wood or how it was built, we stand behind it for as long as you own it. This warranty covers manufacturing defects only. It does not cover normal wear and tear, marks from daily use, or accidental damage.
Examples of what the warranty does not cover:
- Normal wear and tear, scratches, dents and marks from daily use.
- Accidental damage, misuse, or damage from moving the piece yourself.
- The natural character of solid wood, including grain and colour variation, knots, mineral streaks, and gradual colour change with age and light.
- Movement caused by extreme heat, humidity, direct heat sources or water.
- Pieces that have been altered or repaired by someone other than Penwood.
- Clearance items (see below).
Making a warranty claim
Email info@penwoodfurniture.com or call any of our showrooms with your order number, a description of the issue and clear photos. Our team will review it and, where the issue is a manufacturing defect, arrange the repair or replacement.
If anything arrives damaged or not as ordered, please let us know as soon as possible, ideally at the time of delivery or pickup.
Clearance items
Items purchased from our clearance selection, including floor models and in-stock pieces, are sold as is and are final sale. There is no return period and no warranty on clearance items. We encourage you to see clearance pieces in person or ask us for photos before buying.
Questions about this policy?
Our team is happy to help before or after you order.