Terms of service
## 1. Overview
This website is operated by Hewn Earth. Throughout these Terms of Service, the terms “Hewn Earth,” “we,” “us,” and “our” refer to Hewn Earth.
By visiting hewnearth.com, purchasing a product, submitting a form, or otherwise using our website and services, you agree to these Terms of Service, our Privacy Policy, Shipping Policy, and Return and Refund Policy.
If you do not agree to these terms, please do not use the website or place an order.
## 2. Eligibility and Customer Information
You must be at least the age of majority in your state, province, or country of residence to place an order.
You agree to provide current, complete, and accurate purchase, billing, shipping, and contact information. You are responsible for reviewing your order details before completing checkout.
We are not responsible for delivery delays or losses caused by an incorrect or incomplete address provided by the customer.
## 3. Products and Handcrafted Variations
Hewn Earth products include made-to-order rugs, wall art, wall hangings, custom sizes, and related products.
Our pieces are handcrafted using natural materials. Minor differences in color, texture, pile height, carving, dimensions, pattern placement, and finishing are expected and form part of the character of a handmade product.
Colors may appear differently depending on lighting, photography, monitors, phones, and other display settings. We aim to present products as accurately as reasonably possible but cannot guarantee that every screen displays color precisely.
Product measurements are approximate and may vary slightly due to the handmade production process.
## 4. Orders and Acceptance
Submitting an order does not automatically mean that we have accepted it. We may accept, reject, limit, or cancel an order for reasons including:
- Product or pricing errors.
- Suspected fraud or unauthorized payment.
- Incomplete customer information.
- Shipping restrictions.
- Production limitations.
- Violation of these Terms of Service.
If we cancel an order after payment has been collected, we will refund the applicable amount to the original payment method.
An order is considered accepted when Hewn Earth sends an order confirmation and begins processing the order.
## 5. Pricing and Payment
Unless otherwise stated, prices are displayed in United States dollars.
Prices, product availability, promotions, and specifications may change without notice. Changes do not affect orders already accepted, except when correction is required for an obvious pricing or listing error.
Payment is due at checkout unless an eligible installment option is offered through Shop Pay, PayPal, or another payment provider. Installment services are subject to the provider’s own approval requirements and terms.
Customers are responsible for ensuring that the payment method used is authorized and has sufficient funds.
## 6. Made-to-Order Production
Most Hewn Earth pieces are made to order. Production begins after payment and order details have been confirmed.
Production and delivery dates are estimates and are not guaranteed. Handcrafting, material availability, quality review, severe weather, customs processing, courier
delays, and events outside our reasonable control may affect delivery.
If a material change or significant delay affects your order, we will contact you using the email address provided at checkout.
## 7. Pre-Shipment Approval
Before shipment, Hewn Earth emails you photos and a video of your actual finished piece. Nothing ships until you approve it.
The purpose of pre-shipment approval is to confirm the completed piece before dispatch. Approval does not waive the customer’s rights regarding manufacturing defects, transit damage, warranties, or rights provided by applicable consumer law.
Customers should respond promptly to approval requests. A delayed response may delay shipment.
## 8. Shipping and Delivery
Shipping destinations, estimated timelines, charges, tracking, duties, and taxes are described in our Shipping Policy and at checkout.
Where an order is described as Delivered Duty Paid or “DDP,” Hewn Earth is responsible for the duties and taxes included in that shipping arrangement. Customers will be notified if a destination requires different treatment before the order is shipped.
Delivery estimates begin after production is complete and the order is accepted by the carrier.
Customers are responsible for:
- Providing a complete and accurate delivery address.
- Monitoring tracking updates.
- Being available to receive the delivery.
- Responding to carrier requests.
- Collecting packages held at a pickup location.
Contact order@hewnearth.com if tracking shows no movement for more than five business days beyond the estimated delivery window.
## 9. Cancellations
Every piece is hand-tufted after the order is placed.
- Orders cancelled within 24 hours of ordering may be cancelled at no charge.
- After 24 hours but before production begins, cancellation may be accepted subject to a 5% administrative fee.
- Once the pre-shipment approval photos and a video have been sent, production is considered complete and cancellation is no longer available.
For an urgent cancellation request, contact order@hewnearth.com immediately. Sending a cancellation request does not guarantee that production can be stopped.
These restrictions do not limit any non-waivable cancellation rights provided by applicable law.
## 10. Returns
Eligible products may be returned within 14 days of delivery.
To be eligible for a return, the product must:
- Be received at our return location within 21 days of the original delivery date.
- Be in as-new condition.
- Show no signs of use, installation, damage, or hanging wear.
- Be packed securely in its original tube and canvas bag.
Return shipping costs are the customer’s responsibility. We recommend using an insured, trackable shipping service. Hewn Earth is not responsible for a returned
product that is lost or damaged during return transit.
Custom Commissions are not eligible for change-of-mind returns because they are produced specifically for the customer.
We accept a maximum of two change-of-mind returns per customer within any 12-month period.
To request a return, email order@hewnearth.com before shipping the product. Include your order number and reason for return.
Approved returns should be sent to:
Hewn Earth Returns
10383 156th Pl NE
Unit 103
Redmond, WA 98052
United States
Please do not send a return without contacting us first.
## 11. Refunds
After receiving and inspecting a returned product, we will notify the customer whether the refund has been approved.
If approved, Hewn Earth will issue the refund to the original payment method within 4–10 business days.
The refund covers the eligible product price. Original shipping charges, if any, are non-refundable unless required by law or the return results from an error by Hewn Earth.
Banks and payment providers may require additional processing time before the refund appears in the customer’s account.
If more than 15 business days have passed since a refund was approved, contact order@hewnearth.com.
## 12. Damaged, Incorrect, or Defective Products
If a product arrives damaged in transit, contact order@hewnearth.com within 10 days of delivery.
Please include:
- The order number.
- Clear photographs of the damage.
- Photographs of the exterior packaging.
- Photographs of the interior packaging.
If the claim is approved, Hewn Earth will arrange an appropriate replacement or other remedy at no additional cost. Transit-damage replacements receive priority production.
If you receive an incorrect product, contact us promptly and do not return it until we provide instructions.
Nothing in these Terms limits rights or remedies provided by applicable consumer law for faulty, damaged, misdescribed, or non-conforming products.
## 13. Twenty-Year Limited Warranty
Hewn Earth products are covered by a 20-year limited warranty against qualifying manufacturing defects,
including:
- Wool separation.
- Backing degradation.
- Tufting failure.
- Structural failure arising under normal use.
The warranty begins on the date the customer receives the product.
The warranty does not cover:
- Normal wear and aging.
- Failure to follow care instructions.
- Prolonged exposure to direct sunlight.
- Water or moisture damage.
- Pet damage.
- Accidental damage.
- Improper cleaning, storage, hanging, or installation.
- Unauthorized modifications or repairs.
Warranty claims are assessed individually. An approved claim may be resolved through repair, replacement, or another remedy considered appropriate under the
circumstances.
Contact order@hewnearth.com with your order number, photographs, and a description of the problem.
## 14. Intellectual Property
All content on hewnearth.com, including artwork, rug designs, patterns, photographs, videos, text, graphics, logos, page layouts, and branding, is owned by Hewn Earth or used with permission.
Content may not be copied, reproduced, modified, distributed, sold, licensed, published, or commercially exploited without prior written permission.
Purchasing a Hewn Earth product does not transfer any copyright, trademark, design right, or other intellectual property right to the customer.
## 15. Customer Content
If you submit reviews, photographs, testimonials, comments, or other content, you confirm that:
- You own the content or have permission to submit it.
- The content does not infringe another person’s rights.
- The content is not unlawful, misleading, abusive, or harmful.
Hewn Earth will not use identifiable customer photographs for marketing without permission, except where another lawful basis applies.
## 16. Prohibited Uses
You may not use the website:
- For unlawful or fraudulent activity.
- To infringe intellectual property or privacy rights.
- To transmit malicious code.
- To interfere with website security or operation.
- To collect information about other users without
authorization.
- To submit false orders, payment disputes, reviews, or
claims.
- To reproduce or commercially exploit Hewn Earth
content without permission.
We may suspend access or cancel orders when these restrictions are violated.
## 17. Third-Party Services
Our website may use services provided by Shopify and other third parties, including payment processors, shipping carriers, analytics providers, advertising platforms, and installment-payment providers.
Third-party services may be governed by their own terms and privacy policies. Hewn Earth is not responsible for third-party websites or services that we do not control,
except where responsibility cannot legally be excluded.
## 18. Privacy
Our collection and use of personal information are governed by our Privacy Policy.
By using the website, you acknowledge that information may be processed by Shopify and other service providers necessary to operate the store, process payments, fulfil orders, provide customer support, prevent fraud, and measure website performance.
## 19. Disclaimer
We aim to keep website information complete and accurate. However, the website may occasionally contain typographical errors, inaccuracies, omissions, or temporary interruptions.
To the fullest extent permitted by law, the website is provided on an “as available” basis. We do not guarantee uninterrupted or error-free access.
Nothing in this section excludes warranties, guarantees, or consumer rights that cannot legally be excluded.
## 20. Limitation of Liability
To the fullest extent permitted by law, Hewn Earth will not be liable for indirect, incidental, special, punitive, or consequential losses arising from the use of the website or purchase of a product.
Where liability may legally be limited, Hewn Earth’s
total liability relating to a product or order will not
exceed the amount paid for the product giving rise to
the claim.
These limitations do not apply where prohibited by law
or to liability that cannot legally be limited.
## 21. Indemnification
To the extent permitted by law, you agree to indemnify
Hewn Earth against claims, losses, or reasonable
expenses arising from your unlawful use of the website,
violation of these Terms, or infringement of another
person’s rights.
## 22. Severability and Waiver
If any provision of these Terms is found to be unlawful
or unenforceable, the remaining provisions will continue
in effect.
A failure by Hewn Earth to enforce a provision does not
waive our right to enforce it later.
## 23. Entire Agreement
These Terms, together with the policies referenced in
them and the information provided at checkout, form the
agreement between the customer and Hewn Earth.
If there is a conflict, mandatory consumer law applies
first, followed by order-specific terms confirmed in
writing, these Terms, and the referenced store policies.
## 24. Governing Law
These Terms are governed by the laws of the State ofWashington, United States, without regard to conflict-
of-law principles.
Customers may also have mandatory rights under the laws
of the place where they live. Nothing in these Terms
removes rights that cannot legally be waived.
## 25. Changes to These Terms
We may update these Terms from time to time. The revised
version becomes effective when published on the website
unless otherwise stated.
The Terms in effect when an order is accepted will
generally apply to that order.
## 26. Contact
Questions about orders, cancellations, returns, or
refunds:
order@hewnearth.com
Warranty and product-care questions:
care@hewnearth.com
Returns mailing address:
Hewn Earth Returns
10383 156th Pl NE
Unit 103
Redmond, WA 98052
United States