Returns & Refunds

We want you to be happy with your piece. This policy explains how returns and refunds work for orders placed through orynzaglobal.com.

1. 30-Day Return Window

You may return most items within 30 days of the delivery date for a refund of the item price. To start a return, email info@orynzaglobal.com with your order details and reason for return, and we will confirm the return address and next steps.

2. Condition Requirements

Returned items must be unused, in their original condition, and include all original packaging, keys (for locking boxes), and any accessories included with the piece. Because these are handcrafted natural-wood objects, we inspect each return on arrival; items showing signs of use, damage, or missing components may be refused or subject to a partial refund.

3. Custom & Made-to-Order Exclusions

Pieces that were custom-commissioned, personalized, or produced to a buyer's specific request (for example, a custom size, engraving, or wood selection outside our standard collection) are final sale and not eligible for return, except in the case of a manufacturing defect. Standard catalog pieces produced through our normal made-to-order process remain eligible for return under this policy.

4. Return Shipping

The buyer is responsible for return shipping costs, except when the return is due to our error (for example, an incorrect or defective item). We recommend using a trackable, insured shipping method, since we cannot issue a refund for a return that does not arrive.

5. Refunds

Once we receive and inspect your return, we will notify you of approval or rejection. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping costs (where applicable) and any customs duties or import taxes paid are non-refundable.

6. Damaged or Defective Items

If your piece arrives damaged or with a manufacturing defect, contact us within 7 days of delivery with photos of the item and packaging. We will arrange a replacement, repair, or full refund at no cost to you, including return shipping in these cases.

7. Natural Variation Is Not a Defect

Because every piece is hand-cut from natural thuya burl, variation in grain pattern, color, and figure between the item you receive and the photographs shown is expected and is not grounds for a return under this policy. If you have concerns about a specific piece before ordering, contact us and we will do our best to describe it in more detail.

8. Cancellations

Because items are made to order, we can only accept order cancellations before production has begun at the workshop. Once a piece is in production, it can no longer be cancelled, though it remains eligible for return once delivered under the terms above.

9. Questions

For any question about a return or refund, contact us at info@orynzaglobal.com or +1 (505) 528-5288.