Refund policy
Returns at a glance. Hewn Earth is a U.S. studio brand operated by Etsnaut LLC. Eligible standard-size Hewn Earth pieces may be returned within 14 days of delivery, subject to the approval and other exclusions below. Please email care@hewnearth.com before sending anything back.
Made-to-order pieces approved from photos and a video
Made-to-order pieces are not returnable after delivery once you have reviewed and expressly approved photos and a video of your finished piece before shipment, except if the piece arrives damaged or broken. This does not affect rights that cannot be excluded by law.
The 14-day change-of-mind return window does not apply to these approved pieces, including returns based solely on personal preference or simply not liking the piece. Receiving photos and a video, or not replying, does not count as express approval. Nothing ships until you approve the photos and video of your finished piece.
Standard-size return eligibility
We want you to love your piece. If an eligible standard-size piece is not right for your space, contact us within 14 days of delivery to request a return. The piece must be unused, in as-new condition, and securely packed in its original packaging, including its tube, canvas bag, and protective materials.
After we authorize the return, it must reach Hewn Earth Returns, 10383 156th Pl NE #103, Redmond, WA 98052, United States, within 21 days of the original delivery date. Returns sent without authorization may be delayed or refused.
Non-returnable products
Custom Commissions, custom sizes, special colours, and other personalized products are made specifically for you and are not eligible for change-of-mind returns. This does not affect your rights if an item is damaged, defective, incorrect, or not as described.
How to start a return
Email care@hewnearth.com with your order number, the item you want to return, and the reason for the return. We will confirm eligibility and provide the correct return address and packing instructions.
Return shipping and packaging
If you return an eligible piece simply because you do not like it or have changed your mind, you must pay the return shipping cost (the cost of sending it back to us). This applies to returns unrelated to quality defects, damage, incorrect items, or other errors by Hewn Earth. Original outbound shipping charges, if any, are non-refundable. We strongly recommend a tracked and insured service because the customer remains responsible for the return until it is delivered to us.
Damaged, defective, or incorrect items
If your piece arrives damaged, defective, incorrect, or not as described, contact care@hewnearth.com within 10 days of delivery. Include your order number and clear photographs of the piece and its shipping packaging. Eligible transit-damage claims receive a no-cost replacement through priority production.
Cancellations
- Within 24 hours: cancel at no charge.
- After 24 hours, before production begins: cancellation is available with a 5% administrative fee.
- After production begins: the order can no longer be cancelled.
For an urgent cancellation request, email care@hewnearth.com immediately.
Refund timing
Once an eligible return is delivered and inspected, we will notify you whether it has been approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the funds.
Statutory rights
Nothing in this policy limits statutory rights that cannot lawfully be excluded in the country or region where you live.
Contact
Questions about a return, cancellation, replacement, or refund? Email care@hewnearth.com. We normally respond within 24 hours on business days.