TERMS OF SERVICE
This document outlines the terms and conditions between the customer and Saumarra, confirming the roles and responsibilities of both parties, and our mutual understanding of the engagement's objectives and limitations.
This Terms of Service agreement ("Agreement") outlines the terms, conditions, rights, and responsibilities between Saumarra LLC (“Saumarra,” “we,” “our,” or “us”) and the customer (“you” or “Customer”) for the purchase, production, and delivery of custom wood products. By paying the required deposit, you acknowledge that you have read, understood, and accepted the following terms in full.
Ordering, Measurements & Product Customization
It is the Customer’s sole responsibility to provide and confirm all required measurements and specifications prior to production. All door dimensions must be based on accurate rough openings and should allow for a half-inch tolerance on all sides unless otherwise agreed upon in writing. Saumarra strongly recommends engaging a licensed contractor to confirm site-specific measurements. While we are available to provide guidance, we do not take responsibility for final measurements unless we are contracted to do so in writing.
1. Payment Terms
A 70% non-refundable deposit is required to initiate any custom order. This deposit covers costs including, but not limited to, material acquisition, design services, and the production queue reservation. The remaining 30% balance, along with applicable taxes and all shipping and crating fees, must be paid in full before the product is shipped. Failure to remit final payment will result in a hold on delivery and potential storage fees.
2. Design, Approval, and Production Timeline
Following receipt of the deposit, Saumarra will issue technical shop drawings for Customer review. Two rounds of revisions are included at no extra cost. Any additional revisions will be subject to fees of up to $250 per round. Final approval of the drawings must be provided in writing before fabrication begins. Once approved, a Final Work Order will be issued and must be signed by the Customer. This signed Work Order serves as a binding agreement confirming door sizes, wood species, finishes, and any customization details. The pricing associated with the Final Work Order is valid for thirty (30) days from issuance. Beyond this period, Saumarra reserves the right to revise the quote based on market changes, availability, or other production-related factors.
3. Production & Delivery Timeline
Our standard lead time for production is six (6) months from the date of Final Work Order approval. This lead time does not include shipping and delivery, which may vary depending on destination and carrier schedules. Saumarra reserves an additional eight (8) weeks on either side of the estimated delivery date to allow for unforeseen circumstances such as material delays, labor issues, or third-party shipping constraints. While we endeavor to meet estimated delivery timelines, they are provided as good-faith estimates and are not binding guarantees.
4. Images, Samples & Natural Material Variation
Photographs, renderings, and other representations on the Saumarra website and marketing materials are for illustrative purposes only. Wood is a natural material, and each species contains inherent variations in color, grain pattern, and texture. These characteristics contribute to the uniqueness of each product and are not considered defects. Customers are encouraged to review physical samples prior to placing their order to understand how natural wood properties may affect the final product appearance.
5. Shipping, Handling & Delivery
All shipping, crating, and delivery costs are the responsibility of the Customer. Saumarra partners with professional freight vendors to ensure secure and reliable transportation, but we do not assume liability for carrier-related delays or damages. Oversized crates or special delivery requests (e.g., liftgate service, inside delivery) may incur additional charges and must be coordinated directly between the Customer and the freight provider. The Customer is responsible for obtaining shipping insurance through the selected carrier or a third-party insurer. Saumarra will not be held liable for loss, theft, or damage once the product leaves our facility.
6. Receipt & Inspection of Goods
Upon delivery, the Customer must inspect all items within forty-eight (48) hours. Any damage or missing components must be reported in writing to info@saumarra.com, accompanied by clear photographic documentation. Failure to notify Saumarra within this window may void your ability to file a damage claim. We will not be responsible for damage or shortages reported after this period.
7. Installation Responsibility & Limitations
Saumarra does not install doors nor supply hinges or other mounting hardware. It is the Customer’s responsibility to contract a licensed installer and verify that all products are suitable for their intended application prior to installation. Any modifications made post-delivery may void warranties or render products unreturnable. We strongly advise professional installation to ensure optimal performance and longevity.
8. Customer Obligations & Communication
The Customer agrees to provide timely feedback on shop drawings, specifications, and communications to avoid unnecessary delays. Verbal agreements or assurances from staff, unless documented and confirmed in writing by senior Saumarra management, are not considered binding.
9. Cancellations & Refunds
Due to the custom nature of our products, orders may not be canceled once production has begun. Refunds on deposits will be considered only under the following schedule:
- If the Customer cancels prior to the issuance of shop drawings, 50% of the deposit may be refundable.
- Once shop drawings have been issued and approved, the deposit becomes 100% non-refundable. These conditions may vary depending on project complexity and incurred costs.
10. Warranty
Saumarra warrants its custom wood doors to be free from defects in materials and workmanship under normal use for a period of 1 year from the original purchase date by the original owner.
Minor surface imperfections and variations in grain and color tones inherent in natural wood are not considered defects. This warranty excludes normal contraction and expansion due to local climate and seasonal weather conditions, improper installation, and normal wear. Non-specified uses of the door are not covered. All exterior doors must be protected from direct UV exposure and installed under a minimum 9-foot overhang to shield the door from sun and moisture. Doors not adequately protected from weather exposure will not be covered under this warranty.
Maintenance and adjustments are the owner's responsibility. Saumarra does not assume liability for any labor charges related to the removal or reinstallation of replacement part(s). Any modification beyond the door's intended use voids all warranties.
Doors shall be stored at a relative humidity of 50–70% and protected from exposure to light. Failure to do so void this warranty. Additionally, doors that leave the factory unsealed are not covered under this warranty. It is the customer’s responsibility to fully seal the door — on all sides including edges, top, bottom, and hardware cutouts — prior to or immediately upon installation. Prolonged exposure of an unsealed door to humidity or environmental elements may result in warping, cupping, or other damage that is not covered under this warranty.
Voided Warranty Conditions
The warranty for your Saumarra product will be voided under the following conditions:
- If the product is not properly sealed before installation.
- If the product is exposed to direct sunlight, excessive heat, or moisture without proper protection (e.g., overhangs, shading, landscaping).
- If improper installation procedures are followed, or if the product is modified in any way after delivery, including, but not limited to, alterations to the dimensions or finish.
Wood is a natural material and is susceptible to changes in temperature, humidity, and UV exposure. As such, any damage resulting from environmental factors, lack of proper sealing, or installation errors will not be covered under the warranty.