Effective date: November 25, 2025
Applies to: Purchases shipped or delivered within the United States from Kovara, 112–400 North Bowen Road, Arlington, Texas 76012.

Kovara crafts heavy, one-of-a-kind live-edge pieces. Natural wood varies—color, grain, checks, and seasonal movement are normal and not defects. This page explains how returns and exchanges work. (For product coverage after delivery, see the Warranty Policy.)

1) Eligibility for returns & exchanges

Custom & Made-to-Order Furniture (most dining tables, benches, and finishes built to spec)

• 
  Final sale after you approve order specifications (drawings, dimensions, finish) or 48 hours after order placement—whichever comes first.
  
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  Natural variation is expected and not eligible for return/exchange.
  

In-Stock / Standard Items (ready-to-ship bases, care kits, small accessories)

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  Eligible for return or exchange within 7 days of delivery for store credit or like-kind exchange.
  
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  Items must be unused, in original packaging, and in resalable condition.
  
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  We do not cover return shipping costs. Original delivery/shipping fees are non-refundable.
  
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  A 15–30% restocking fee may apply based on inspection and item type.
  

Non-returnable items

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  Custom/made-to-order furniture
  
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  Clearance/“as-is” pieces
  
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  Installed or altered items; items showing wear, stains, or odors
  
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  All live edge tops
  
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  Gift cards
  

2) Cancellations & order changes

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  Standard/In-stock items: You may cancel within 48 hours of purchase and we will void the order to the original payment method. After 48 hours, cancellations are processed as a return or exchange for store credit under Section 1.
  
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  Custom & made-to-order furniture: Once materials are allocated or production begins, orders are non-cancellable. If a discretionary cancellation is approved, we will deduct design/build time, samples, and materials already incurred.
  

3) Freight & White-Glove deliveries — inspect on arrival

Large items ship via LTL freight or white-glove services. Please:

1. 
   Be present for your scheduled delivery. Missed appointments may incur a carrier redelivery fee.
   
2. 
   Inspect packaging before signing.
   
   
   Severe damage: Refuse delivery and have the driver note “Refused — damaged.”
   
   
   Minor carton damage: Note specific exceptions (e.g., “crate crushed front right”) on the receipt/BOL, then accept.
   
   
   
3. 
   Report issues within 48 hours with photos/video of packaging and item to support@shopkovara.com (include order #).
   
4. 
   Keep all packing until we resolve the claim; carriers may inspect or collect materials.
   

If damage is carrier-caused and properly documented, we’ll coordinate repair, replacement, or parts/service as appropriate. Claims without delivery notes may be denied by carriers.

4) How to start a return or exchange (eligible items only)

1. 
   Request authorization (RMA) within the stated window: email support@shopkovara.com with your order number, photos (if applicable), and reason.
   
2. 
   Receive instructions including the return address and packing requirements.
   
3. 
   Pack securely in original packaging; items damaged in return transit due to inadequate packing may be rejected.
   
4. 
   Ship/Drop-off: You are responsible for return freight/parcel costs unless we made an error. Kovara does not cover return shipping costs.
   
5. 
   Inspection & credit/exchange: After inspection, we issue store credit or exchange (less any restocking fee) within 5–7 business days. Original delivery charges are not returned.
   

5) Texas-specific notes

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  Kovara is a Texas-based business. Texas law does not require retailers to accept returns; we honor the written policy on this page.
  
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  We disclose material facts about natural wood and do not misrepresent product condition.
  
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  If we cannot fulfill an order as described, we will offer repair, replacement, or a remedy consistent with applicable consumer-protection standards.
  

Commercial purchases (no warranty coverage)

Products used in any commercial, hospitality, office, retail, rental/event, or other non-residential setting are not covered by Kovara’s warranty and may be subject to different terms. All commercial purchases are sold as-is with no warranty coverage.

6) Contact

Kovara (U.S. HQ)
112–400 North Bowen Road
Arlington, Texas 76012
Email: support@shopkovara.com
Phone: (###) ###-####

This policy governs returns, exchanges, and cancellations. Warranty coverage is described separately in the Kovara Warranty Policy.