Returns & Refunds

Last Updated: August 2026

At Konuz Beit Sahour, we take pride in offering handcrafted products made with care and respect for the tradition of Palestinian craftsmanship.

Because many of our products are handmade from natural olive wood, every piece is unique. Natural variations in wood grain, color, texture, knots, shape, carving, and dimensions are part of the character of the product and are not considered defects.

We want you to be satisfied with your purchase. Please read our return and refund conditions below.

Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return:

• The product must be unused and in the same condition in which you received it.

• The product should be returned with its original packaging where reasonably possible.

• All accessories or components supplied with the product must be included.

• You must provide your order number or other proof of purchase.

• You must contact us before sending the item back.

Please do not return an item without contacting us first.

Handmade & Olive Wood Products

Our olive wood products are individually handcrafted from natural wood.

No two pieces of olive wood are exactly the same. Your product may therefore differ slightly from photographs displayed on our website.

Natural variations may include differences in:

• Wood grain and pattern

• Color and shade

• Knots and natural markings

• Texture

• Shape

• Dimensions

• Carving details

• Natural cracks or characteristics of the wood

These variations are part of the beauty and authenticity of handmade olive wood and are generally not considered manufacturing defects.

Damaged or Incorrect Products

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, or different from the item you ordered, please contact us as soon as possible, preferably within 48 hours of delivery.

Please provide:

• Your order number

• A description of the problem

• Clear photographs of the product

• Clear photographs of the packaging if the item was damaged during shipping

Please keep the original product and packaging until we have reviewed your claim.

After reviewing the issue, we may offer, as appropriate:

• A replacement

• A refund

• A partial refund

• Another suitable solution agreed with you

Non-Returnable Products

Unless the product is damaged, defective, or incorrect, we generally cannot accept returns for:

• Personalized or customized products

• Products made specifically to your specifications

• Made-to-order products

• Products that have been used

• Products damaged after delivery

• Products that have been altered or modified

• Items returned with missing components

• Gift cards, if offered

• Products clearly marked as final sale or non-returnable

Please contact us if you are unsure whether your product is eligible for return.

Return Shipping

If you are returning a product because you changed your mind or no longer want it, the customer is responsible for return shipping costs.

We strongly recommend using a trackable shipping service, particularly for international returns.

Konuz Beit Sahour cannot be responsible for a return shipment that is lost or damaged before reaching us.

If we confirm that the product arrived damaged, defective, or incorrect, we will advise you regarding the appropriate return or replacement procedure.

International Returns

For international orders, customers are responsible for ensuring that returned products are correctly declared as returned merchandise where applicable.

Any customs duties, import charges, taxes, handling fees, or other charges associated with a voluntary return may be the customer’s responsibility unless otherwise agreed with us.

Original customs duties, import taxes, and similar charges paid to government authorities or third parties may not be refundable by Konuz Beit Sahour.

Refunds

Once we receive and inspect an approved return, we will notify you regarding the outcome.

If your refund is approved, it will normally be issued to the original payment method used for the purchase.

Please allow reasonable processing time after approval. Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

Original Shipping Costs

Original shipping charges are generally non-refundable when a customer returns an item because of a change of mind.

If the return results from an error by Konuz Beit Sahour or a product that arrived damaged or defective, we will review the shipping charges as part of the claim.

Exchanges

If you would like to exchange an eligible product, please contact us before returning it.

Exchanges are subject to product availability. Because our products are handmade, an identical replacement may not always be available.

If the same product is unavailable, we may offer an alternative product, store credit, or refund, depending on the circumstances.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been processed or shipped, we will try to cancel it.

Once an order has been shipped, it normally cannot be cancelled and must instead follow the applicable return procedure.

Personalized, customized, or made-to-order products may not be cancellable once production has started.

Refused or Unclaimed Deliveries

If an order is returned to us because the customer refused delivery, provided an incorrect or incomplete address, or failed to collect the shipment, any additional shipping, return, customs, or handling costs may be deducted from the refund where permitted.

How to Request a Return

To request a return, please contact us and provide:

Your full name
Order number
Product you wish to return
Reason for the return
Photographs, if the product is damaged or defective

Please wait for our return instructions before shipping the product.

Contact Us

For returns, refunds, damaged products, or questions about your order, please contact:

Konuz Beit Sahour
Beit Sahour, Palestine
Website: konuzbeitsahour.org
Email: info@konuzbeitsahour.org

We will do our best to review your request and provide an appropriate solution as quickly as possible.