Refund policy

30-Day Returns

We accept returns of eligible non-personalized products requested within 30 days of delivery.

To qualify for a return, the product must be unused, undamaged, and returned in its original condition with all included components and accessories. This may include the LED base, acrylic panel, remote control, USB cable, power adapter, and packaging supplied with the order.

Before sending an item back, please contact us with your order number and the reason for the return. We will provide return instructions and the appropriate return address. Returns sent without prior authorization may not be accepted.

30% Restocking Fee

Eligible returns are subject to a 30% restocking fee. This fee helps cover the labor, acrylic material, inspection, cleaning, testing, repackaging, and potential loss in resale value associated with producing and processing the returned lamp.

The restocking fee is calculated from the returned product’s purchase price, including selected product upgrades, but excluding taxes and original shipping charges.

The restocking fee does not apply when a return is required because Carve Craftworks sent an incorrect, defective, or damaged product.

Personalized and Custom Products

Products made with custom engraving, names, dates, unit information, messages, or other customer-requested personalization are final sale and cannot be returned or refunded unless they arrive damaged, defective, or different from the personalization submitted with the order.

Please carefully review all names, ranks, dates, call signs, units, capitalization, spelling, and punctuation before completing your purchase. Carve Craftworks is not responsible for errors contained in information submitted by the customer.

If we make an engraving or production error, we will correct or replace the product at no additional cost.

Order Cancellations

Orders may be canceled within 12 hours of purchase by contacting us with your order number.

After 12 hours, cancellation cannot be guaranteed because production may have already begun. Orders canceled after materials have been cut, engraved, prepared, or otherwise placed into production may be subject to a 30% cancellation fee.

Personalized or custom orders cannot be canceled once engraving has been completed.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order after delivery. Contact us within 7 days if your order arrives damaged, defective, incomplete, or different from what you ordered.

Include your order number, a description of the problem, and photographs of the product and shipping packaging when applicable. Depending on the situation, we may provide replacement parts, remake the product, replace the order, or issue a refund.

Damage caused by misuse, accidents, improper cleaning, incorrect power supplies, unauthorized modifications, or normal wear is not considered a manufacturing defect.

Return Shipping

Customers are responsible for return shipping costs for standard returns. Original shipping charges are not refundable.

If the return is required because we sent an incorrect, damaged, or defective product, Carve Craftworks will cover the appropriate replacement or return-shipping costs.

We strongly recommend using a trackable shipping service. Carve Craftworks is not responsible for returned packages that are lost or damaged before reaching us.

Refunds

Refunds are issued only after the returned product has been received and inspected.

Once the return is approved, the purchase price will be refunded to the original payment method, less the applicable 30% restocking fee and any nonrefundable original shipping charges.

Approved refunds are generally issued within 3–5 business days after inspection. Your bank or payment provider may require additional time to post the refund to your account.

A refund may be reduced further or declined if the product is returned used, damaged, incomplete, improperly packaged, or missing included components or accessories.

One-Year LED Base Warranty

Carve Craftworks LED bases include a one-year limited warranty covering manufacturing defects under normal household use. The warranty period begins on the date the order is delivered.

The warranty does not cover batteries, accidental damage, misuse, water damage, damage caused by an incompatible power source, unauthorized modifications, or normal cosmetic wear.

Contact us with your order number and a description of the problem. We may request photographs or troubleshooting information before providing replacement parts or another warranty solution.

Questions About a Return

For return, refund, cancellation, or warranty assistance, please contact us and include your order number.