Due to the hand-made nature of our products and the use of natural materials, minor variations in color, texture, and finish are inherent and intended. Such characteristics do not constitute defects or grounds for return.

All Made-to-Order and Custom Commissioned pieces are final and cannot be returned or exchanged, as they are created specifically for you.

Items from our in-stock collection may be returned for a refund or exchange within 14 days of delivery, provided they are in pristine, resalable condition.

To be eligible for a return, the item must be:

• Unused, unassembled, and in its original condition.
• Packaged in the original, undamaged manufacturer's packaging, including all protective wraps and documentation.
• Accompanied by the completed returns form from your dispatch note.

• Please contact us within the 14-day window at hello@populateware.com with your order number and reason for return.
• Once approved, we will provide return instructions. We highly recommend using a traceable and insured shipping service, as Populate cannot be held responsible for items lost or damaged in transit.
• Return shipping costs are the responsibility of the customer, unless the return is due to a verified error on our part.

Upon receipt, our team will inspect the returned item. If it meets our condition standards, we will process your refund to the original payment method within 14 business days. Please note that original shipping fees and any transaction charges are non-refundable.

Beyond custom pieces, we cannot accept returns on any item that shows signs of use, wear, or damage, or where the original packaging has been compromised.

We meticulously pack every item to ensure it arrives in pristine condition, reflecting the care with which it was made. In the rare event your order arrives damaged, please follow the steps below so we can resolve it for you promptly and efficiently.


To Report Damage:

• Document: Within 48 hours of delivery, please email hello@populateware.com with the following: Clear photographs of the damaged product. Photographs of all external packaging, including the shipping box, showing any signs of mishandling. Your order number and a daytime contact number.
• Retain: Please do not discard any of the original packaging, including the shipping box and all interior padding. This is essential for us to process a claim with our shipping partner and arrange a swift resolution.
  
  

Upon receiving your documentation, our team will review the claim and guide you through the next steps. At our sole discretion, we may offer a repair, replacement, or partial credit for verified transit damage. Failure to report damage within the 48-hour window constitutes absolute acceptance of the goods in their delivered condition.

What We Cannot Cover:
To maintain clarity and fairness, we cannot be held responsible for damages that occur after delivery. This includes, but is not limited to:

• Damage resulting from improper assembly, installation, or use.
• Damage caused by accidental mishandling, improper cleaning methods, or exposure to unsuitable environments.
• The natural and intended aging of raw or non-coated metal finishes, which are designed to develop a unique patina over time.
• Any associated costs of installation, removal, or re-installation.