“The things I make may be for others, but how I make them is for me” -Tony Konovaloff
Since our foundation in 2012, the Craftsman’s Promise warranty has been the cornerstone of our customer service philosophy, central to the identity of Wyrmwood as a company and as individual craftsmen. When you choose a piece from Wyrmwood, you receive a unique item made by our team. We take a great deal of pride in that, and hope that you will, as well. A piece from Wyrmwood can be trusted not to let you down, and we express that through the text of our Craftsman’s Promise guarantee:
There is only one acceptable outcome for our Craftsmen: a product that they can take personal pride in and an -absolutely- satisfied client. If you are unsatisfied with your product for -any- reason at all, we will make it right. We always guarantee our products, and if they don't measure up, we will take responsibility for that, including paying for shipping.
Every purchase is an act of faith and trust on the part of you, the client. Your satisfaction is and will always be paramount. We encourage you to reach out to discuss any issue you encounter, but before you do, we request you familiarize yourself with the relevant guidelines, specifications and tolerances that apply to your item.
A Craftsman’s Work, a Craftsman’s Word
Wyrmwood products are guaranteed for the life of the original owner. If your Wyrmwood piece lets you down because of any fault in materials or craftsmanship, we will repair or replace it, completely free of charge. Failures of such type are determined by the sole discretion of Wyrmwood. If such a failure occurs within 30 days of receipt of your item(s), and a refund is preferred, it will be issued subject to the refund guidelines below.
Aesthetics & Appearance
Furniture and accessories crafted from natural materials are singularly beautiful, in that each piece will be unique. Since there will never be two pieces of wood or leather that are exactly the same, no piece crafted from them will ever perfectly resemble another.
We regard this as a great benefit, but these variations can be unexpected for the modern consumer, who typically encounters mass-produced goods created from synthetic, man-made materials, or materials deliberately altered so as to minimize or remove their natural diversity. When considering the materials for your purchase, we recommend clients become familiar with the traits and characteristics of the various options by reviewing our specifications and tolerances, prior to making a selection.
If you receive a piece that is within our guidelines, but are still unsatisfied with its appearance, notify us within 30 days of receipt of your item(s). At that time we will work with you to arrange an exchange, however we may not be able to guarantee specific features, coloration, or the lack thereof. In these cases, shipping may be assessed to allow us to continue to offer this benefit to our customers. If you would prefer to return such an item for a refund, it will be issued subject to the guidelines below.
Accidents & Damage
Your piece may have suffered damage when a well-meaning brother-in-law dropped it off of the moving truck, or when an enthusiastic pet mistook the piece for a toy or scratching post. In such situations, we will strive to offer you replacement parts, or arrange for repairs, assessing fees if necessary to cover our costs in providing these parts and services. Note that this does not include shipping damage; such damages are fully covered at no expense to you, provided you notify us within 30 days of receiving your order.
Wear & Tear
A piece from Wyrmwood will be with you for a long time, and try as one might, signs of use will occur; wood ages, and a lifetime of use will imprint its story on the piece. Some prize this visual history as the memory of their piece, but if you value a pristine appearance, consult our Care Guide. Lastly, for some goods, refinishing is possible. Contact us for details on the pricing and availability of this service.
Other Items
If you no longer need such an item, change your mind, or receive it in less-than-satisfactory condition, we’ll be happy to resolve the issue. We will replace or refund these items on request, provided we are notified of the issue within 30 days of receipt of your item(s), and that we receive said item(s) in a condition fit for resale. Past that point, refunds are unavailable, except at our sole discretion.
Refunds
In cases where a refund is available, it can be given in the form of a credit to WyrmwoodGaming.com, or to original payment method, according to your preference. Refunds to original payment method will be the original purchase price, less applicable shipping fees (outlined above), less a 5% processing fee, which is retained to offset the unrecoverable fees incurred by Wyrmwood when accepting and processing your payment. Refunds in the form of credit to WyrmwoodGaming.com will be issued in 100% of the original purchase price.