Our Promise
We believe craftsmen should stand behind their products. We also know custom furniture can be expensive, and having someone build it to your specs requires trust. All of that can seem scary. That’s why we promise:
1. If your hardwood furniture isn’t built the color, size, or style that you ordered, we’ll fix or replace it.
2. If your hardwood furniture arrives damaged, we’ll fix or replace it.
3. If your hardwood furniture ever cracks or splits, we’ll fix or replace it.
Our warranty covers all manufacturer defects in regards to products not functioning correctly. Example – Joints in the wood of the product are insecure or wobbly or wood is coming apart or breaking naturally.
What our warranty does not cover: anything that has occurred due to mishandling of furniture, such as damaging the finish, force to the wood causing it to break, or natural tendencies of wood when treated to extreme humidity & temperature changes (twisting, bowing, warping). Wood is a natural product and we have no control over it moving over time, especially in different temperature and humidity.
Our Promise is our guarantee to you for as long as you own your custom McKinnon Furniture. Even though we build many tables every year, our small team is like a family. That means you won’t get stuck behind call centers and big company policies if everything isn’t perfect. The same person who answered the call to help you place the order will be there if you need any help after after the sale. Call us at (707) 606-1360 or send us an email at info@mckfurniture.com to get taken care of swiftly.
Our furniture is handcrafted from real wood and we recognize that’s not for some people. Please be sure to read our Cosmetic Standards.
Notes on PRODUCT VARIATION, COLOR and COMMUNICATION
We make custom tables, so variation is the norm. But variation can be expected or unexpected, pleasing or displeasing, and our goal is make sure expectations are set correctly on both sides. This makes every project a joy to work on and to deliver. Cosmetic Standards were mentioned above; please do read our policy.
The other areas where setting expectations correctly are variations in distressing or staining, and in the color.
Distressing
It’s not uncommon for customers to request a distressed tabletop. We do this all by hand, meaning that no two points of distress will look the same. This is normal and to be celebrated, and there will not be any refunds given for the distressing not matching or for the level of distressing not being what was expected by the customer when the order was placed. We do not heavily distress anything unless it is specifically asked for by the customer. We can create a distressed sample if necessary.
Stain variation
All wood accepts stain differently. We unfortunately don’t have ultimate control over how wood will accept the stain you choose. We do offer different types of wood for many of our products. We cannot guarantee that your product will look exactly like a product on our website or an example that you’ve shown us. That’s part of the beauty of custom furniture though, as there will never be another item made just like yours. There will be no refunds given or rework done for the color of the product being slightly different than expected. With that being said, we strive to always do our very best to match your expectations.
Communication
Communication before and during the build process alleviates most of these issues.
When you place your order with us, whether by phone, email or text, we take notes. When the time comes to write up your order, we’ll include those notes. Please play close attention to the notes section of the order and make sure we have captured everything you’ve mentioned. With a number of orders passing through our shop each month, we might not remember something that was said in passing on a phone call or in a text message. Please help us help you by checking your order carefully.
Please note that we cannot rework your furniture because of this. If there are special details they MUST be placed in the notes section of the order. We will not be held liable to ideas that were mentioned in passing and never written down.
To improve communication, we offer customers periodic updates on our progress during the build. These are typically short (< 1 minute) videos from the shop showing your table in process. You select which you would rather have:
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- Frequent updates, usually weekly
- Infrequent updates, usually at important progress points in the build, or
- No updates until the final week when we contact you to schedule delivery