Our Returns Policy
Because most of our products are made or personalized specifically for you, custom items are generally final sale and cannot be returned or exchanged.
But if something isn't right because of an error on our part, or your order arrives damaged or defective, we want to know. Contact us within 15 days of delivery and we'll review the issue and work with you toward the appropriate solution.
Please contact us before sending any item back. Returns sent without prior authorization may not be accepted.
Made Just for You Means Final Sale
Because custom and personalized products are created specifically for you, they cannot be returned, exchanged or refunded due to a change of mind, incorrect selection or customer-submitted error.
Please carefully review all names, dates, spelling, artwork, logos, colors and other personalization before submitting your order. If a proof is provided, approval means you accept the design as shown.
We’ll Make It Right
We want you to receive exactly what you ordered. If we make an error during production, or your item arrives damaged or defective, please contact us within 15 days of delivery.
Send us your order information along with photos showing the issue. Once we review it, we’ll determine the best solution — which may include repairing, correcting, reproducing or replacing the affected item at no additional charge.
Need to Make a Return?
If you purchased an eligible non-personalized item, contact us within 15 days of delivery. Items must be unused, unworn and returned in their original condition and packaging.
Please contact us before sending anything back so we can confirm eligibility and provide return instructions. Returns sent without prior authorization may not be accepted.
Before You Order
What if I make a mistake in my personalization?
Please review all names, dates, spelling, capitalization, punctuation, artwork, logos and other personalization carefully before submitting your order. We create your product using the information you provide and are not responsible for customer-submitted errors.
What does approving a proof mean?
If a digital proof is provided, please review the entire design carefully, including spelling, wording, layout, artwork, colors, placement and personalization. Approval of the proof means you accept the design as shown. Once approved and production begins, changes may not be possible.
Can I cancel or change my custom order?
Contact us as soon as possible if you need to make a change or cancel an order. Once an order has entered production or has been personalized, engraved, printed, cut, assembled or otherwise customized, it cannot be canceled or refunded. Special-order materials and costs already incurred may also be non-refundable.
Why might my finished product look slightly different?
Many of our products are handmade or created from natural materials. Variations in wood grain, leather, color, texture, markings, engraving appearance, positioning and other production characteristics are normal and are not necessarily considered defects.
After Your Order Arrives
What if The Winding Roots made an error?
We want you to receive exactly what you ordered. If the finished product differs from the information or approved proof you provided, please contact us within 15 days of delivery.
We may ask for photos so we can review the issue. If we determine the error was ours, we will, as appropriate, repair, correct, reproduce or replace the affected item at no additional charge. If those options aren't reasonably possible, we may offer a refund or another appropriate resolution.
What if my order arrives damaged or defective?
Please inspect your order when it arrives. If an item is damaged or has a manufacturing or production defect, contact us within 15 days of delivery.
Please include your order number and photos showing the product, damage or defect, and shipping packaging when applicable.
Who pays for return shipping?
If an eligible return is not due to an error by The Winding Roots or a qualifying product defect, the customer is responsible for return shipping costs. Original shipping charges are generally non-refundable.
Please do not send anything back without contacting us first.
What about patches and decorated apparel?
The life of decorated apparel can vary based on the garment, material, laundering, wear, heat and care. When a patch or embellishment is attached using adhesive rather than permanent stitching, we cannot guarantee the adhesive will remain permanent for the life of the garment. Sewing or another permanent attachment method may be recommended for maximum durability.
How are approved refunds issued?
When a refund is approved, it will generally be issued to the original payment method. Processing time after the refund is issued may vary depending on your bank, credit card company or payment provider.
What about business, school, team or bulk orders?
Custom bulk, business, school, team, organization and special-order purchases may have additional terms included in your quote, invoice or order agreement. Deposits, design fees, setup fees, special-order merchandise and materials purchased specifically for a project may become non-refundable once work has begun or materials have been ordered.
Please do not send an item back before contacting us. If a return is authorized, we'll provide instructions for the next step.