1. Right to return goods of proper quality

The Buyer has the right to return or exchange Goods of proper quality within 14 calendar days of receipt. This applies if the Goods are unsatisfactory in terms of shape, dimensions, style, colour, size, or are otherwise unfit for the Buyer’s intended use, despite being free from defects.

• This voluntary 14-day return right is provided in addition to any statutory rights the Buyer may have under applicable consumer law.
  
• Please note that custom-made or personalised items (for example, non-standard dimensions, special finishes or bespoke configurations) may not be eligible for change-of-mind returns where permitted by law. If this is the case, we will inform you clearly before you place your order.
  

This policy is governed by the laws of England and Wales. This does not affect your statutory rights under the laws of your country of residence.

2. Condition of Goods for returns and exchanges

The Store will only accept returns or exchanges of Goods of proper quality if:

• They have not been used;
  
• They show no signs of wear, damage or modification;
  
• They are returned with their original packaging and accessories, where reasonably possible.
  

If the Goods have been used, show clear signs of wear or damage, or are missing essential parts or packaging, the Store may refuse the return or exchange or offer only a partial refund, depending on the condition of the Goods and applicable consumer law.

3. Goods of inadequate quality (defects and damage)

If, upon delivery, the Buyer discovers significant defects in the Goods not caused by the Buyer, including but not limited to:

• errors in dimensions,
  
• incorrect model or wood type,
  
• significant manufacturing flaws,
  
• significant damage caused during shipping,
  

the Buyer is entitled to request one of the following, in line with applicable law:

• A full refund of the amount paid for the Goods;
  
• A proportional price reduction (discount);
  
• Support and materials to eliminate the defects free of charge within a reasonable timeframe; or
  
• Replacement of the Goods with the same or similar items available on the Store’s website.
  

The Store will work with the Buyer to find a fair and practical solution.

4. Reporting defects and shipping damage

To help us resolve issues quickly, the Buyer should inform the Store of any defects or shipping damage as soon as possible after delivery.

• Please contact us within 24 hours from receipt of the Goods.
  
• The Buyer must send clear and precise photographs of any Goods of inadequate quality to: contact@woodlandea.com.
  

If there is shipping damage or an error in dimensions:

• The photographs should clearly show the issue;
  
• Where relevant, please include a measuring tape, ruler or other scale reference clearly visible in the photo.
  

After reviewing the photos and information, the Store will decide—using its expertise and in discussion with the Buyer—whether to:

• assist with a repair,
  
• replace the goods,
  
• or issue a refund,
  

taking into account the Buyer’s preferences and applicable legal rights.

5. Replacement of Goods of inadequate quality (not caused by the Buyer)

If the Goods are confirmed to be of inadequate quality and the damage is not caused by the Buyer, the following applies:

• In-stock items: replacements will be processed within a reasonable timeframe, not exceeding 14 calendar days.
  
• Items requiring additional quality checks: if a quality inspection is required, the replacement will be made within 14 calendar days from the completion of the check, or within another reasonable timeframe agreed with the Store.
  
• Out-of-stock items or made-to-order items: where an identical replacement is not available, the Store may provide a similar product of equal value or offer a refund instead.
  
  If a replacement is agreed, it will be processed within two months of the Buyer’s formal request or within another reasonable timeframe agreed with the Buyer.

6. Repair of defects

If the Buyer requests the repair of defects in Goods of inadequate quality, and it is established that the damage was not caused by the Buyer, the Store will support the Buyer in eliminating such defects:

• within 14 calendar days from that confirmation,
  
• or within another reasonable timeframe agreed by the parties (for example, where special parts or materials are required).
  

7. When claims cannot be accepted

The Store does not accept requests to return, exchange or repair Goods as “inadequate quality” if:

• The terms of use for the Goods were violated (for example, exposure to abnormal humidity, heat, weight or impact beyond the recommended limits).
  
• The storage requirements for the Goods were not maintained.
  
• The terms of repair or maintenance were violated (for example, use of aggressive cleaning agents or improper DIY alterations).
  

In such cases, damage is considered to result from improper use or care, and not from a manufacturing or shipping defect.

8. How to request a refund or exchange

To request a refund or exchange, please send an email to contact@woodlandea.com including:

• Full name of the applicant;
  
• Product details (product name, order number and date of purchase);
  
• Reason for the return or exchange (change of mind, defect, damage, wrong specification, etc.);
  
• Description of any defects or damage (if applicable);
  
• Delivery address for an exchange;
  
• Payment details for the refund (if different from the original payment method, where applicable).
  

Please also attach photos of any damage or defects.

These photos should include an object (such as a measuring tape, ruler or coin) to provide a clear sense of scale.

9. Processing refunds and exchanges

• The Store processes approved refunds within 14 calendar days of the refund decision.
  
• Refunds are issued to the original payment method, where possible, or to the payment details provided in the Buyer’s request if otherwise agreed.
  
• Where an exchange has been agreed, the Store will dispatch the replacement Goods to the address specified in the request or as indicated in the relevant section of the website.
  

Shipping costs:

• If a refund is issued because the Goods are defective or damaged, the Store will also refund any standard outbound delivery charges paid by the Buyer, and will cover the return shipping costs.
  
• If Goods of proper quality are returned (for example, the Buyer changes their mind), the Buyer is responsible for the return shipping costs, and any original shipping fees may not be refunded, unless required by law.
  

10. Return shipping costs – summary

• Goods of inadequate quality (defect / damage not caused by the Buyer): return shipping costs are covered by the Store. The Buyer may also be entitled to a refund of the original delivery charge, where required by law.
  
• Goods of proper quality (change of mind, unsuitability of colour, style, size, etc.): the Buyer is responsible for the cost of returning the Goods to the Store.
  
  Original shipping costs are non-refundable, unless otherwise required by applicable law.
  

11. Cancellations before production

If the Buyer decides to cancel the order before production has begun, they will receive a full refund of the amount paid.

The Store will inform the Buyer when production is scheduled to start or has already started for made-to-order items.

12. Cancellations after production has started

If an order is cancelled after work has commenced, a fee of 25% of the order value will be deducted from the refund to cover already incurred material and labour costs, as well as planning and administration related to the order.

The remaining 75% of the amount paid will be refunded to the Buyer.

13. Rejection after production is completed

If the product is rejected after it has been produced but before it leaves the Store’s premises, refunds will be considered on a case-by-case basis.

• If the cancellation is accepted, the Store will refund the amount paid minus the costs of materials, labour and services already provided in relation to the production and sale of the Goods.
  
• For highly customised or bespoke items, the refundable amount may be limited, depending on the extent to which the Goods can reasonably be resold.