RETURNS AND REFUNDS POLICY
At District Mills, each piece is made to order and custom built. Because of this, we encourage customers to carefully review all dimensions, finishes, specifications, and order details prior to confirming their order. Our goal is always to provide an exceptional product and experience from initial order through final delivery.
Order Changes & Cancellations
Orders may be modified or canceled within 48 hours of purchase. After this period, materials procurement, production scheduling, and fabrication will already be underway. You will be refunded in full less any transaction fees that were incurred.
Because each piece is made specifically for the customer, cancellation requests submitted after 48 hours may not be eligible for approval or may be subject to applicable material, labor, and administrative costs incurred at the time of cancellation.
Returns & Exchanges
Due to the custom, made-to-order nature of our products, all sales are considered final once production has begun.
We do not accept returns, exchanges, or refunds for:
- made-to-order furniture
- custom-built products
- custom finishes or sizing
- special-order items
- or products produced to client specifications
Natural variations in wood grain, texture, coloration, distressing, and other organic material characteristics are inherent to handcrafted furniture and are not considered defects.
Shipping Damage or Manufacturing Defects
We stand behind the quality and craftsmanship of our products. If an item arrives with shipping damage or a verified manufacturing defect, please notify us within 48 hours of delivery.
To assist with resolution, customers may be asked to provide:
- photographs of the item
- photographs of the packaging
- supporting delivery documentation
Upon review, District Mills will determine, at its discretion, the appropriate remedy, which may include repair, replacement of affected components, replacement of the product, or other reasonable resolution.
Delivery Inspection
Customers are responsible for inspecting all items upon delivery prior to signing acceptance with the carrier or delivery team.
Any visible freight damage must be noted on the delivery receipt at the time of delivery. Failure to document visible damage upon receipt may affect the ability to process a freight claim.
Refused Deliveries & Storage
Refused shipments not resulting from verified transit damage may be subject to return shipping charges, redelivery fees, storage fees, and other associated costs.
If delivery appointments are repeatedly missed or delayed by the customer beyond a reasonable timeframe, storage fees may also apply.
Questions Before Ordering
We understand that purchasing handcrafted furniture is an important investment. If you have any questions regarding sizing, finishes, materials, delivery, or customization options, we encourage you to contact us prior to placing your order. Our team is always happy to assist in ensuring every detail is right for your space.
Accessories & Non-Custom Items
Returns for eligible accessories and non-custom merchandise may be accepted within 10 days of receiving your order, provided the items are unused, in original condition, and returned in their original packaging.
Customers are responsible for all return shipping costs unless the return is the result of a shipping error or verified defect. Original shipping and delivery charges are non-refundable.
Returned items must be received and inspected prior to the issuance of any approved refund. District Mills reserves the right to deny returns that show signs of use, damage, alteration, or improper packaging.
Exceptions & Discretionary Resolutions
While custom and made-to-order items are generally non-returnable and non-refundable, District Mills understands that unique circumstances may occasionally arise.
In certain cases, and solely at our discretion, we may elect to authorize a return, exchange, store credit, or other accommodation on a case-by-case basis. Any such exception may be subject to return shipping costs, freight coordination fees, restocking charges, refinishing costs, or other applicable expenses.
Customers are responsible for all transportation and return shipping costs associated with approved returns or exchanges unless otherwise agreed to in writing.
Approval of any exception in one instance does not constitute an ongoing policy or guarantee of future accommodations.