Cowboy's Product Warranty
and Refund Policy
All orders require a 50% deposit that must be made within one week of receiving your purchase order. Deposit amounts exclude delivery fees and taxes. Because our typical turnaround time is less than one month, and furniture is started on immediately after the purchase order is made, the deposit amount is non-refundable for any orders cancelled after the deposit is paid. ALL SALES ON CUSTOM ORDERS ARE FINAL. Refunds are only issued if there is a defect in our product or if we made a mistake in the details of your order. If there is a defect, or we made a mistake, we reserve the right to fix the problem rather than issuing a refund.
It is the client’s responsibility to inspect the furniture at delivery or pick-up. Final payment is due at this time, and by paying the client is, in essence, stating that they are satisfied with the furniture they received.
We reserve the right to cancel your order at any time. If we elect to cancel, you will receive full refund of any amount paid.
A one year extended warranty can be purchased that covers any material construction defects. Includes: Walls, Bars & Tables. Your Cowboy Rep will provide you with current pricing.
Our business model is building rustic furniture with all of it’s unique qualities. Our furniture is made from real wood, making each piece unique in appearance. Because we use real wood and not engineered products, there are elements of the wood we cannot remove such as knots, cracks, and unevenness that occur naturally in wood. These are not defects, but natural qualities of real wood furniture. Natural wood reacts differently according to the environment it’s in. Like a sponge, seasonal changes can cause the wood to retain or lose moisture therefore expanding and contracting. These natural changes seem to be intensified in very dry or humid areas and also when there is sudden changes in the climate (like when furniture goes from Alabama to Maine). If furniture, specifically chairs, seems wobbly, you can place a furniture pad underneath legs until the furniture adjusts to the climate and levels back out.
Should a piece of our furniture become structurally unstable, or if excessive warping or twisting occurs due to no fault of your own, we will repair or provide a replacement of the original item ordered. For warranty issues, we must be informed within 6 months of purchase.
Because all of our pieces are finished by hand, occasionally mistakes may happen. If you notice an imperfection in the finish (paint or stain) please let us know at the time of pick up or delivery. If it is in fact a mistake on our part, (and not part of the rustic quality of your furniture) we will either fix or replace it.
Because colors appear differently in photos, in different lighting and on different computers, the color of your furniture in person may vary slightly than what appears on the computer. This is beyond our control. If you want to be 100% sure about the exact color, we recommend getting a scrap piece of wood and testing the paint/stain on it to ensure that the color will be how you expect it to be. Since we allow our clients to choose their own paint and stain colors, it is the client’s responsibility to make sure the colors match well in their home.