Plainly stated.
Custom-built furniture is hard to refund well. Here's exactly how I handle it.
Full refund of your deposit.
If you change your mind and email me before I've cut the wood for your cover, I refund the full deposit, no questions. Production typically starts within 3–5 business days of your order — I'll confirm the cut date by email so you know your window.
Deposit is non-refundable. Balance hasn't been charged yet.
Once I've cut materials for your specific cover, the deposit covers the materials and labor sunk into the job. You owe nothing more — the balance is only billed at delivery. If you cancel here, you don't lose the balance, but you don't get the deposit back.
No refunds on a finished, as-spec cover.
Made-to-fit furniture isn't restockable. If the cover matches your order and the dimensions you provided, it's yours. If something is wrong with the cover, that's a defect — see below.
I make it right.
Flat-pack: email me within 7 days of delivery with photos. I'll ship replacement panels at no charge. Local install: I won't leave until you're happy with the install. Either way, my made-to-fit guarantee covers you for a year against defects in materials or workmanship.
Rebuild at no charge.
If I came out and measured your radiator, the fit is on me. I'll rebuild the cover and refund the install fee. If you measured it and the numbers were off, I'll rebuild at materials cost — labor is on me.
Email rob@elmstandard.com with your order ID (it's in your confirmation email) and what's wrong. I respond within one business day.