Send photos of the item, packaging, and shipping label if damage or defect is visible.
Refund and Return Policy
A fair policy for handmade, one-of-one pieces.
GORRAH pieces are natural objects with individual marks, curves, and handwork. This policy separates real delivery problems from normal handmade variation, so expectations are clear before ordering.
Eligible ready-made pieces may be returned within 30 days if unused and safely packed.
Custom pieces are not returnable unless they arrive damaged or materially wrong.
What can be returned
Ready-made pieces may be eligible for return within 30 days of delivery if they are unused, clean, undamaged, and returned with original protective packaging. Natural shape differences, color variation, hand marks, and normal aging are part of the handmade object and are not defects.
If an item arrives damaged
Contact us within 7 days of delivery with clear photos of the item, packaging, and shipping label. We will review the case and offer the most practical solution, such as repair guidance, partial compensation, replacement when possible, or refund.
Custom and personalized orders
Custom commissions, personalized carving, personalized burning, and modified rope or finishing requests are final sale after production is approved. If a custom item arrives damaged or materially different from the agreed request, contact us within 7 days.
How to start a return
Email zhao@gorrah.com or send an Instagram DM with your order number, product name, reason for return, and photos when relevant. Please wait for return instructions before sending anything back.
For preference-based returns, the buyer is responsible for return shipping and safe packing unless we confirm otherwise in writing.
Refund timing
After the returned item is received and inspected, approved refunds are usually processed within 7 business days. Your bank or payment provider may need additional time to post the funds.
Have a problem with an order?
Send photos early. The faster we can see the item and packaging, the easier it is to solve fairly.