At Esvee Atelier, our pieces are crafted in limited batches and often fast-tracked for specific production windows. Because each item is made with meticulous attention to detail and involves significant logistical coordination, we adhere to the following terms:
1. Cancellation Policy
Finality of Sale: Once an order is placed and payment is confirmed, it is considered final. We begin the allocation of materials and production scheduling immediately to meet our lead-time commitments.
No Cancellations: We do not accept cancellations or offer refunds once an order has been booked on our platform. Please ensure your selection and site measurements are accurate before finalizing your purchase.
2. Returns Policy
Nature of the Product: Due to the artisanal nature of our "Make Process" and the logistical complexities of transporting fine furniture, we do not offer returns or exchanges for "change of heart" or aesthetic preference after delivery.
Natural Variations: As stated in our Material Care guide, variations in wood grain, texture, and minor seasonal movement are inherent characteristics of natural hardwoods and handmade finishes. These are not considered defects and do not qualify for return or replacement.
3. Replacement Terms (Damaged or Defective Goods)
We take immense pride in our quality control, but in the rare event that a product arrives damaged or with a manufacturing defect, we will facilitate a replacement.
Reporting Window: Any damage sustained during transit or any manufacturing defect must be reported within 3 days of delivery.
Proof of Damage: To initiate a replacement request, please email orders@esveeatelier.com with:
Your Order Number.
High-resolution photographs of the damaged area.
Photographs of the external packaging.
Inspection: Esvee Atelier reserves the right to inspect the product via a digital assessment or an on-site visit by a representative before approving a replacement.
Resolution: If the claim is approved, we will pick up the defective piece and provide a replacement. Please note that replacement lead times may vary based on current production batches.
4. Non-Replaceable Scenarios
Replacements will not be honored if:
The damage is reported after the 3-day window.
The product has been moved from the original delivery address.
The damage is a result of improper unboxing, incorrect maintenance, or unauthorized repair attempts.
The "defect" is a natural property of the wood (knots, grain patterns, or seasonal contraction).
5. Refund Policy
Refunds are only issued in the extremely rare circumstance that a product is proven defective and a replacement cannot be provided within a reasonable timeframe. All approved refunds will be credited to the Store credits in the customer digital account.
