I. CONDITIONS FOR A RETURN
For all WoodWe products any refund, return, exchange request must be submitted within 30 calendar days after the order is delivered to you, the Buyer.
To be eligible for a return your item must undamaged, unused and in the same condition that you received it. It must also be in the original packaging. To be eligible for a refund, continue reading below for more details.
The custom orders cannot be returned but can be exchanged for free.
II. HOW TO SUBMIT A REQUEST FOR A REFUND
- Email your refund, return, or exchange request to: support[@]woodwe.eu.
- Provide your Name, Surname, Purchase Date and Order ID.
- In detail, explain the reason for the refund, return, or exchange.
- In cases where photos of the item would help us identify the condition of the item you bought and received, please can attach photos to the e-mail.
- After you submit your request to support[@]woodwe.eu, we will review your request within 24 hours. If our production department, marketing department or any other third party needs more information, it may take up to 2-3 working days to find the solution and provide it to you.
III. AFTER REQUEST IS APPROVED
Ship us the item. The seller provides free return shipping label and in order to ensure the safe return of the item, please package your item with care. Provide your Name, Surname and Address on the package. Also, put a note in the package with your Order ID.
We receive your item back and refund you. The seller will refund you within 5-7 business days of receiving the returned item if after inspecting the quality of the item, he/she determines it qualifies for a refund. We will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Payment is usually refunded on Mondays, so if we received your item on Tuesday, then you will be refunded on next Monday.
IV. LATE OR MISSING REFUNDS
If you haven’t received a refund yet, follow these steps:
- Check your bank account or credit card again. Depending on your bank/credit card company, it could take a while for a refund to officially post.
- Contact your bank or credit card company. They will be able to tell you if the refund has been sent and posted. There is often some processing time before a refund is posted. They will also be able to verify if we sent out the refund to them or not.
- If you’ve done all of this, and still have not received your refund, please contact us at support[@]woodwe.eu.
WoodWe also offers you the option of returning an item for a an exchange instead of a refund if this request is submitted within 30 days after the delivery. An exchange is a new item that is different than the original item described in the listing - for example, a different size or material, color. An item being replaced or exchanged should be of comparable value to the original item.
I. STEPS FOR EXCHANGE:
Contact us. Request an exchange by emailing support[@]woodwe.eu. Give all the information about your order, tell us why you want to get the an exchange, more details about your device and send us some pictures showing the issue.
After request approval. The seller will create an exchange order, which will be shipped in 1-3 business days after the agreement with the buyer.
- We will send return shipping label.
We ship you right size product. Once we ship you the exchange via DHL Express (1-3 working days), we will provide you with the tracking code.
A replacement is a new item that is exactly the same as the original item described in the listing.
- We will provide the replacement, when it complies with the warranty rules.
- The replacement will be sent with the DHL express shipping. The shipping costs of the replacement will be covered by us.
I. STEPS FOR REPLACEMENT:
Contact us. Request a replacement or exchange by emailing support[@]woodwe.eu. Give all the information about your order, tell us why you want to get the replacement of the product and send us some pictures showing the issue.
If we approve the replacement. If the buyer and seller agree on the replacement, the seller will create a replacement order, which will be shipped in 1-3 business days after the agreement with the buyer.
We ship you the replacement. Once we ship you the replacement, we will provide you with the tracking code
VII. ORDER CANCELLATIONS
- The order can be cancelled only if it is not shipped yet (till 8 AM EET). The customer should write a message to support[@]woodwe.eu
- The order can be cancelled, if:
- Ordered wrong item
- Ordered by mistake
- The seller can cancel the order if:
- The payment was not received.
- The item is out of stock.
- If the order is shipped, it cannot be cancelled. It can be only returned.
- Custom orders are not cancelled if they are already manufactured
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Customer information - WoodWe - Checkout