Refund policy
Returns & Refunds
For return instructions or help with a product problem, email Info@goodwooddesignco.com. Goodwood Design Co. is based in Marshall, Wisconsin. Local pickup is available by appointment.
Eligible ordinary returns
You may request a return for an eligible non-custom product within 14 calendar days after delivery. For local pickup, the 14-day request period begins on the confirmed pickup date. Standard made-to-order products that are not personalized or otherwise custom-made for you remain returnable under these rules.
An eligible return must be:
- Unused;
- Uninstalled;
- Unaltered;
- Complete; and
- Securely packaged for return.
Contact us before sending or returning the product. Include your order number, the product you want to return and the reason. A return must be approved before it is sent back or delivered in person. We will inspect the returned product before approving a refund.
Custom and personalized products
Custom and personalized products are final sale, with exceptions for damage, defects, unsafe conditions, Goodwood error, or a material departure from your approved specifications. Report a problem using the process below. A final-sale designation does not remove these protections.
Raw barrel hoops, raw barrel staves and bung plugs
Raw barrel hoops and raw barrel staves are final sale. You may still report a timely problem involving damage, a defect, an unsafe condition, a wrong item or a missing part under the process below.
Bung plugs are returnable under the normal return rules only if they are unopened and unused.
Shipping rates for these products are explained in the Shipping & Delivery Policy.
Natural-material variation
Expected variation in reclaimed wood and barrel materials is normal product character. Depending on the product, this may include differences in grain, color, char, curvature, stamps, dents, small cracks, patina, rust, scratches or surface texture. Review the individual product description for its expected condition and dimensions.
Natural variation does not excuse structural failure, unsafe construction, hazardous parts, undisclosed serious damage, missing pieces, or a material departure from the product description or approved specifications. Report those concerns under the process below.
Damage, defects, wrong items and missing parts
Report damage, a defect, an unsafe condition, a wrong item or a missing part within 7 calendar days of delivery. Include clear photos of the item, its packaging, the shipping label for a shipped order, and the relevant problem.
For a local-pickup order, the confirmed pickup date is treated as the delivery date for this seven-day reporting period.
Goodwood will review the circumstances and choose a reasonable remedy, which may include repair, replacement, a missing part, a refund or another appropriate resolution.
Delayed or missing packages
If tracking says your package was delivered but you have not received it, wait 48 hours, check around the delivery location and with household members and neighbors, and contact the carrier. If the package is still missing, contact Goodwood.
A package is treated as potentially lost after the applicable carrier waiting period or 7 calendar days without meaningful tracking movement, whichever is later. Goodwood will assist with the carrier investigation and generally manage the claim when the carrier requires the shipper to file it. You must provide requested information and cooperate with the investigation.
A replacement or refund is not automatic before review. After reviewing a supported claim, Goodwood chooses a reasonable remedy, such as replacement, refund, store credit or another agreed resolution. The Shipping & Delivery Policy provides the full shipment-claim process. The seven-day product-problem window above is not a substitute for this missing-package process.
Return shipping and original shipping costs
When Goodwood accepts a return, you are responsible for return shipping. Goodwood may deduct its actual original outbound carrier cost from the refund, including when your order received free shipping at checkout. Any deduction reflects actual cost. Goodwood does not charge a percentage restocking fee.
Refunds and exchanges
After we receive and inspect an approved return, we will initiate the approved refund within 5 business days. Business days are Monday through Friday, excluding federal holidays. Your bank, card issuer or payment provider may need additional time to post the credit.
Unless another resolution is agreed, the refund will be initiated to the original payment method.
We do not offer direct exchanges. If you want a different eligible product, return the original under this policy and place a new order.
Local-pickup returns
Eligible pickup returns follow the same conditions and final-sale rules. The ordinary return-request window begins on the confirmed pickup date. An in-person return requires a separately confirmed appointment; contact Info@goodwooddesignco.com to arrange it.
For cancellation requests and changes to an order, see Cancellations & Order Changes below.
Cancellations & Order Changes
To request cancellation or an order change, email Info@goodwooddesignco.com as soon as possible with your order number and the requested change.
Canceling an order
You may request cancellation within 24 hours after placing an order, unless production has already begun. The same rule applies to custom and personalized orders. The saved policy states no separate cancellation ban for raw materials; their final-sale rule concerns returns.
After production begins, Goodwood may decline cancellation or approve it with a refund reduced only by documented actual costs already incurred, which may include materials, labor, design, payment processing and shipping. These are actual costs, not a percentage restocking fee.
A cancellation request is not complete until Goodwood confirms it.
Production and personalized-order changes
For custom or personalized work, the production estimate begins after payment and complete instructions have been received, any required artwork is usable, the required artwork-rights acknowledgment has been completed where applicable, and any required proof has been approved. Missing information pauses the order.
We produce spelling, dates, capitalization and punctuation as you submit or approve them, so check those details carefully. We do not silently correct your text.
Simple name, date or short-text personalization may be produced without a proof unless Goodwood decides one is needed. Upload artwork and instructions when applicable. Goodwood may contact you if clarification is needed and may send a digital proof for complex artwork or layouts. Proofs are discretionary and are not provided with every order. If Goodwood requests a proof, approval must be in a saved written message.
Custom work includes one reasonable revision before final approval. Major redesigns or additional revisions may require a separate quote, agreed before work continues. If artwork cannot be used, you will have an opportunity to provide a replacement file. If usable artwork still cannot be supplied, Goodwood may cancel the custom portion or order and deduct only documented work or material costs already incurred.
Shipping-address changes
Address changes are allowed only while operationally possible. Contact us promptly with the correction. If you supplied an incorrect or incomplete address, you are responsible for actual carrier correction, return-to-sender and reshipping costs.
Refunds following a customer-requested cancellation
Any approved cancellation after production begins is subject to the documented actual-cost rule above. The limited unusable-artwork rule applies when that is the reason for cancellation.
Cancellation by Goodwood before acceptance
Our automatic order confirmation acknowledges receipt of your order. Under Goodwood’s order-acceptance process, acceptance occurs when we begin production, ship the product or separately confirm acceptance in writing, whichever happens first.
Before acceptance, Goodwood may cancel because of a pricing or listing error, unavailable materials, an unsupported destination, suspected fraud, unsafe specifications, or unlawful or apparently infringing artwork. Any amount collected will be returned to the original payment method, generally initiated within 5 business days.