Refunds/exchanges are offered only if an item arrives damaged or broken. Please make sure and read the item description carefully and make note of the item size and material. I try to portray the items as best as I can, but keep in mind that the jewelry items are unique and may look slightly different from the picture due to the unique nature of the wood texture. If an item arrives damaged, you must contact us within 5 days of receiving the item for a refund/exchange. To request a return please contact us at info[at]theotherlabs.com providing a reason for the request and an image of the item. In case of a return, the return shipping will be paid by the customer. There are no returns or exchanges on custom items.