This policy covers everything bought from the Benninghofen House shop, whether online at benninghofenhouse.com/shop or in person in the house foyer, including custom commissions. The shop is run by Rennick & Rennick LLC, which sells pieces made by independent makers on consignment (see Section 9 of our Terms of Service). You deal with us, not the maker, for any return or refund.

1) Handmade Pieces Are Final Sale

Every piece in our shop is handmade by an independent maker, often one of a kind. Because of that, all sales are final. We do not accept returns or exchanges because you changed your mind, ordered the wrong size or color, or no longer want the piece.

Small variations in size, color, finish, and texture are part of handmade work and are not defects.

The one exception is a piece that arrives damaged or is not as described (Section 2).

Changing your mind before a piece ships. If you ordered a piece to be shipped and it has not been sent yet, you can ask us to cancel the order. We may agree at our discretion; if we do, we refund everything you paid. Once a piece has shipped, or has been collected, it is final sale.

2) Damaged or Not as Described

We will make it right if your piece:

• arrives damaged (broken, cracked, torn, or otherwise damaged in transit or before you received it), or
• is not as described, meaning it is materially different from its description or photos on the piece page (for example, a different item, a different material, or a flaw that the listing did not show).

What we do. You choose: we refund what you paid for the piece, including the shipping and the tax you paid on it, or, if the maker can provide an equivalent piece and you would prefer it, we send you a replacement at no extra cost. If you do not tell us which you prefer, or no replacement is available, we refund you.

Lost parcels. If a shipped piece has not been delivered and its tracking has shown no movement for 10 business days (or shows the parcel returned to the sender), contact us. We will check with the maker and the carrier, and if the parcel has not been found, we refund you or, if you prefer and the maker can provide one, send a replacement. If tracking shows the parcel as delivered but you cannot find it, see Section 9.4 of our Terms of Service.

3) How to Report a Problem

Report the problem within these times, counted from the day the piece was delivered (as shown by the carrier's tracking) or, for pickup and foyer sales, the day you collected it:

• Damage: within 7 days.
• Not as described: within 30 days. Some differences, such as the wrong material or a finish that does not hold up as described, only show with use.

Please include:

1. your order number (it is on your receipt email, and starts with "BH-"),
2. a short description of the problem, and
3. at least one clear photo showing the damage or the difference (for damage in transit, a photo of the packaging helps too).

Send it to info@benninghofenhouse.com, reply to your receipt email, or, if you are signed in and the option is shown, use "Ask about this order" on the order in your account.

Please keep the piece and its packaging until we have answered. We aim to reply within 2 business days.

4) Sending a Piece Back

We may not need the piece back. If we do ask you to return it, we will tell you where to send it, and you will not pay the return shipping: when the problem is the maker's responsibility, the maker bears that cost, and otherwise we do. We do not currently provide prepaid return labels; we will refund the postage you pay for a return we asked for, on proof of the cost. Pieces collected at the house may be returned to the house in person.

5) Refunds

Approved refunds are made in the way you paid: to your card for online orders, and for foyer sales, in cash if you paid cash, or back to the same Venmo or Zelle account if you paid that way. We start the refund within 5 business days of approving it; for card refunds, your bank or card issuer may take 5 to 10 business days more to show it. We do not give store credit instead of a refund unless you ask for it.

6) Foyer (In-Person) Sales

Pieces bought in person in the house foyer follow this same policy: final sale, except a piece that turns out to be damaged (reported within 7 days of the day you collected it) or not as described (within 30 days), with a photo. A notice at the foyer counter summarizes this policy.

7) Custom Commissions

Custom pieces made to your request follow the terms on your private commission page, which you see before you pay anything (also summarized in Section 9.8 of our Terms of Service):

• 48 hours to change your mind. You may cancel within 48 hours of paying the deposit for a full refund, by using "Cancel this request" on your private commission page, or emailing us at info@benninghofenhouse.com.
• After that, the deposit is kept if you cancel, unless the piece is late (next point).
• If the piece is late (not shipped or ready to collect by the end of the estimated time in your quote, and never later than 8 weeks after your deposit unless your quote stated a longer time), we will tell you and you may cancel for a full refund.
• If the maker cannot finish the piece, you are refunded everything you paid.
• Damaged on arrival: Section 2 applies to a finished commission that arrives damaged.
• Not as described: a finished commission is judged against the quote you accepted (its description and any details agreed in your commission messages), not against your expectations beyond it.
• Because a commission is made for you, it cannot be returned for any other reason.

8) Your Legal Rights

Nothing in this policy takes away any right you have under the law that cannot be waived, including any warranty that cannot be excluded for consumer goods.

9) Questions

Email info@benninghofenhouse.com, or write to Rennick & Rennick LLC, 807 Dayton St, Hamilton, OH 45011.