Refund policy
The short version
- Personalized and engraved items are made just for you, so they cannot be returned if you change your mind.
- Everything else can come back within 30 days of delivery, unused. You cover the return shipping.
- If we got something wrong, or it arrived damaged or defective, you choose a free remake or a full refund, and we pay all shipping.
- Questions? Email hello@nwboards.com or use the chat on nwboards.com. A real person answers, usually within one business day.
If we got it wrong
If we engraved something different from what you typed, or your order arrives damaged, defective, or not what you ordered, send us your order number and a photo or two. Please tell us within 7 days of delivery if you can. If a problem shows up later that you could not have spotted, tell us when you notice it.
You choose the fix: a free remake or replacement, or a full refund of the affected item, its add-ons, and the shipping and tax on it. If the whole order was wrong, we refund the whole order. We pay all shipping both ways, we never swap in store credit when you ask for a refund, and if we cannot remake it in a reasonable time, we refund it.
Personalized and engraved items
These are made to order, so they cannot be returned or exchanged for a change of mind. That includes engraved boards and butcher blocks, Full-Face engraved boards, engraved coasters, The Charmer, The Cornerstone, The Hearth, and the Add a Note to the Back and Gift-ready Packaging add-ons.
We engrave exactly what you type at checkout, so please double-check names, spelling, and dates. A typo in your text is not an engraving error, but reach out anyway and we will see what we can do.
Changing or cancelling an order
Contact us right away. Until we start engraving, we can change or cancel your order at no charge. Once engraving starts, a personalized order cannot be changed or cancelled. Other items can be cancelled any time before they ship. If we cannot ship by the date we gave you, we will tell you right away, and you can wait or cancel for a full refund.
Returning everything else
Teak boards, kitchen tools, partner products such as STEELPORT knives, and boards or blocks ordered with No Engraving can be returned within 30 days of delivery if they are unused and in their original condition. Wood Butter and the Heirloom Care Kit can be returned if unopened.
- Email or chat with us first with your order number. Packages sent back without contacting us cannot be accepted.
- We send you the return address and, if you want one, a prepaid label. We tell you the label cost first and take it out of your refund. You can also ship it yourself with a tracked carrier.
- Ship it within 14 days of hearing back from us.
On a change-of-mind return, original shipping and the gift packaging and note add-ons are not refunded.
Refunds
Approved refunds go back to your original payment method within 14 days of receiving your return, or of approving a refund that does not need a return. Your bank may take a few more days to show it.
Natural wood
Every board is solid hardwood, so grain, color, and small mineral marks vary from the photos. That is real wood, not a defect. If something looks beyond normal variation, send us a photo and we will take an honest look.
Orders to Canada
Orders to Canada may owe import duties, taxes, or brokerage fees. Any not collected at checkout are paid on delivery and are not refunded on a change-of-mind return. For a change-of-mind return from Canada, you ship it back with a tracked carrier at your cost. If the problem is ours, we arrange and pay for the return.
Everything else
Gift cards cannot be returned or exchanged for cash, except where the law requires it. Custom, bulk, and wholesale orders have their own terms, set out in your quote and on our Wholesale and Gifting page. Closing Gift Program orders placed at checkout follow this policy.
This policy applies to orders placed on or after November 3, 2026. Where your local law gives you more rights, those rights apply.
