Refund policy

Return & Refund Policy

Moreno Makes LLC — Return & Refund Policy

1. Made to Order

Every piece built by Moreno Makes is made to order. Nothing on this site is pulled from a warehouse shelf. Your piece is built specifically for you, which means standard retail return policies do not apply here.

This is not a limitation. It is the nature of what we do and what makes each piece worth owning.

2. Product Line Orders — Cancellation Window

If you purchase a product line item and need to cancel, you have a 48 hour window from the time of purchase to request a full refund — provided no materials have been cut or purchased for your build.

Once materials have been acquired or production has begun, the order is non-refundable. No exceptions.

To cancel within the 48 hour window, contact us immediately by email with your order information.

3. Custom Orders — Deposit & Cancellation

Custom builds require a 50% deposit before any build is scheduled. The following terms apply:

  • You have five business days from the date of deposit to cancel for a full refund, provided materials have not been purchased and fabrication has not begun.
  • Once materials are ordered or fabrication begins, the deposit becomes non-refundable.
  • For builds involving specialty lumber, the cancellation window may be reduced to 24 hours due to the nature of the material sourcing.

The remaining 50% balance is due before delivery or pickup. Your piece will not be released until payment is received in full.

4. No Returns for the Following

The following are not eligible for return or refund under any circumstances:

  • Natural variation in grain pattern, color tone, or texture — this is the nature of solid wood and is not a defect
  • Color or tone differences from digital reference images or in-store samples — wood responds differently to light, environment, and finish application
  • Sizing regret after dimensions were confirmed and approved
  • Change of mind after production has begun
  • Damage caused by the customer during or after delivery

5. Manufacturer Defects

If your piece arrives with a defect resulting from our craftsmanship, we will make it right. Qualifying defects are covered under the Moreno Makes Limited Warranty. Please refer to the Warranty page for full terms and the claims process.

Warranty claims are handled separately from this return policy.

6. Refused Deliveries

You may refuse delivery only if a structural defect or major finish defect is visible and present at the time of delivery.

Minor natural wood variation, grain character, and tonal differences are not grounds for refusal.

If a delivery is refused, the piece returns to the shop for inspection. If a qualifying defect is confirmed, a repair will be scheduled and a new delivery arranged. If no defect is found, storage fees will apply from the original completion date.

7. Storage & Abandonment

Fourteen days of complimentary storage are included after your build is complete. After fourteen days, a storage fee of $25 per week applies.

After sixty days without payment or pickup, the project may be declared abandoned. At that point the deposit is forfeited and Moreno Makes reserves the right to resell the piece.

8. Chargeback Policy

Every build is fully documented from start to finish — including timestamped progress photos, material receipts, signed agreements, and delivery records. This documentation is maintained for every order.

Chargebacks filed against valid completed orders will be disputed with full documentation. We build honestly and we stand behind that record.

9. Questions

If you have a concern about your order before or after delivery, reach out by email before taking any other action. Most situations can be resolved directly and quickly when communication happens first.

For warranty claims, refer to our Warranty page. For custom order terms, refer to our Custom page.