Refund & Returns Policy

Effective date: November 1st, 2026

Most of what we make at Morgantown Custom Creations is made to order, just for you. That means refunds and returns work a little differently here than at a big-box store. Here’s what to expect.

Custom orders

Because custom and personalized pieces are made specifically for you, we can’t accept returns or exchanges once we start making your order. The exception is a mistake on our end or an item that arrives damaged, and we’ll always make those right.

Approving your proof

Before your order goes into production, we’ll send you a digital proof showing the design, wording, size, and placement. Please check it carefully, especially names, dates, and spelling.

Changes are easy at this stage, so let us know if anything needs adjusting. Once you approve the proof, we’ll make your piece exactly as shown. We can’t offer refunds or free remakes for errors that were in a proof you approved.

If something’s wrong with your order

We stand behind our work. Let us know within [7] days of pickup or delivery if your piece:

• Doesn’t match your approved proof
• Has a flaw in our workmanship
• Arrived damaged

Email a few photos of the issue and your order number to morgantowncreations@gmail.com. We’ll remake your piece at no cost to you. If a remake isn’t possible, we’ll give you a full refund.

[If your order was shipped, keep the box and packing until we sort it out, since the carrier may need them for a claim.]

Natural materials and color

Wood is a natural material, so grain, knots, and color vary from board to board. Engraving can also come out lighter or darker depending on the wood. UV printed colors may look a little different in person than on your screen. These variations are part of what makes each piece one of a kind, so they aren’t considered defects.

Canceling an order

• Before you approve your proof: you can cancel for a full refund (minus any design deposit).
• After you approve your proof: your piece goes into production, so we can’t offer a refund.

If you need to cancel after approving, reach out right away. If we haven’t started yet, we’ll do our best to work with you.

How refunds work

We’ll send approved refunds back to your original payment method within [3] business days. Depending on your bank, it may take a few more days to show up on your statement. [Shipping charges aren’t refundable unless the problem was our mistake.]

Questions?

We want you to love what we make. If you have a question about an order or this policy, reach out anytime:

• Email: morgantowncreations@gmail.com
• Phone: 724-691-1026