Custom and special orders are not refundable.

Every order is a custom or special order

Each piece is cut to your dimensions, species, and finish after you order it, and we keep no stock to sell from. Once you confirm the build sheet and pay, the order cannot be cancelled or returned, and nothing you paid, including the deposit, is refunded.

Changes: 48 hours

Any change to your order must be requested within 48 hours of placing it. After that the lumber has usually been selected and cut, and changes will be declined.

Our Promise covers manufacturer defects

If we built it wrong, we make it right. That is the whole of the warranty and we stand behind it without argument.

It does not cover mishandling

Damage caused after the piece leaves our hands, whether in transit if you moved it yourself, in the house, or in storage, is not a manufacturer defect.

It does not cover wood movement

Solid wood expands and contracts with temperature and humidity. Small seasonal gaps between top boards are normal behaviour, not a fault, and do not affect structural integrity.

No refunds for appearance variation

Stain colour, grain, knots, and hand-distressing vary from board to board and piece to piece. We cannot guarantee your piece looks exactly like a photograph, and variation is not grounds for a refund.

Damage must be noted before you sign

On a freight delivery, inspect the piece and write any damage on the delivery slip before signing it. A signed clean slip is the carrier's proof it arrived perfect, and after that there is very little anyone can do.

If something has gone wrong, call us before you do anything else. Call or text 972-837-6974 or email hello@sawwwmill.com. A defect is our problem to solve, and we would rather hear about it from you than from a review.