Refund policy

At Bracket & Burl, we want you to be confident in your purchase. Because we sell both stock hardware and custom, made-to-order products, return eligibility depends on the type of product purchased.

Stock Hardware Returns

Floating shelf brackets, floating cabinet brackets, concrete kits, drilling jig kits, and other stock hardware may be returned within 30 days of delivery.

Returned items must be:

Unused
In new and sellable condition
In their original packaging

A 10% restocking fee will be applied to approved stock-product returns.

Stock hardware orders of $200 or more ship free by ground. Orders that include a Ply-Loc shelf pay the carrier rate shown at checkout. We do not provide free return shipping. Return shipping costs are the responsibility of the customer, including any insurance needed to protect the shipment against loss or damage while in transit.

Sale, clearance, closeout, and specially priced items are final sale and are not returnable.

Custom Made-to-Order Shelves — All Sales Final

All Ply-Loc Floating Shelves are custom made to order and are final sale. They are not returnable or refundable once production has begun.

Each Ply-Loc shelf is manufactured specifically for your order based on the options you select, which may include:

Length
Depth
Thickness
Wood species or finish
Bracket system
Other available product options

Because these shelves are built specifically to your configuration, a completed shelf generally cannot be placed back into inventory or supplied against another customer's order.

Please carefully review all dimensions, wood selections, finishes, quantities, and bracket options before placing your order.

Unless a prefinished surface is specifically selected when ordering, Ply-Loc shelves ship unfinished and are ready for the stain, paint, sealer, or other finish you apply on site.

Current production lead times for made-to-order shelves are listed in our Shipping Policy.

Cancellations or Changes to Custom Orders

If your order has not yet entered production, we will make every reasonable effort to cancel or modify it at no charge.

Once a custom shelf has entered production, the order cannot be cancelled, returned, modified, or refunded.

Because production may begin shortly after an order is placed, please contact us immediately at 812-789-6221 or info@bracketandburl.com if a change is needed. We will confirm the status of your order and let you know whether a change can still be made.

Transit Damage

We take care in packaging every order, but damage can occasionally occur during shipment.

Please inspect your shipment when it arrives.

If the carton or product is visibly damaged:

Ask the delivery driver to note the damage before accepting or signing for the shipment.
Photograph the packaging and damaged product.
If the damage is severe and the product cannot reasonably be used, refuse the shipment.

Concealed shipping damage must be reported within 3 business days of delivery.

To report shipping damage, email info@bracketandburl.com and include your order number, contact information, photographs of the packaging and product, and a description of the damage.

For an approved transit-damage claim, Bracket & Burl will repair, replace, or refund the affected product at our discretion and at our expense.

Please do not ship a damaged product back unless we instruct you to do so.

Manufacturing Defects

Manufacturing defects must be reported within 30 days of delivery.

Please provide your order number, photographs, and a description of the issue.

Examples of manufacturing defects may include:

Delamination or separation in the plywood/HDF construction
Failure of a locked-miter joint
A shelf that does not properly pair with the bracket system ordered
Dimensions that do not match the configuration shown on your order

For an approved manufacturing-defect claim, Bracket & Burl will repair, replace, or refund the affected product at our discretion and at our expense.

Please do not return the product unless we instruct you to do so.

Bracket & Burl Order Errors

If we make a mistake, we will make it right.

If you receive the wrong length, depth, thickness, wood selection, finish, bracket system, quantity, or other configuration compared with your confirmed order, contact us within 14 days of delivery.

We will correct confirmed Bracket & Burl order errors at our expense.

Natural Wood Characteristics

Wood is a natural material, and no two pieces are identical.

Natural differences in color, grain, pattern, figure, knots, mineral streaks, and other characteristics can occur between shelves and between the product you receive and photographs shown online.

These natural variations are part of the character of real wood and are not considered manufacturing defects.

Products sold in rustic or character grades may intentionally contain more prominent knots, mineral streaks, grain variation, and color variation.

Unfinished Shelves

Unless a finished surface was specifically selected when ordering, Ply-Loc shelves are shipped unfinished.

Wood naturally responds to changes in temperature and humidity, and unfinished wood can be more sensitive to moisture and environmental conditions.

We recommend finishing and sealing all exposed faces and edges promptly and following proper installation and finishing practices.

What Is Not Covered

Returns, refunds, repairs, or replacements are not provided for problems caused by:

Customer finishing, staining, painting, sealing, sanding, or refinishing
Cutting, drilling, routing, or other modification of the product
Improper installation
Inadequate structural support
Improper bracket installation
Loading beyond the stated capacity of the shelf or bracket system
Normal wear and tear
Natural wood color, grain, figure, knot, or pattern variation
Damage occurring after delivery that is unrelated to a manufacturing defect

Applying a finish does not automatically eliminate coverage for a manufacturing defect that existed when the shelf arrived. However, we strongly recommend inspecting your shelf before finishing, cutting, drilling, or installing it. A problem identified before the product is modified is much easier for us to evaluate and resolve.

Starting a Return or Claim

Please contact Bracket & Burl before sending any product back.

Call 812-789-6221 or email info@bracketandburl.com.

If a return is authorized, we will provide instructions explaining where and how the product should be shipped.

Products returned without prior authorization may not be accepted or processed.

Refunds

Once an authorized return is received, we will inspect the product and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method, less any applicable restocking fee or return-shipping charges.

Your bank or card issuer may require additional time to post the refund to your account.

Our Commitment

If something isn't right with your order, contact us.

We stand behind the products we sell and the products we manufacture. While custom-made Ply-Loc shelves are final sale, transit damage, manufacturing defects, and mistakes made by Bracket & Burl are fully covered under the terms above.

We will do everything reasonably possible to help resolve a legitimate issue with your order.