Returns & Refunds – WoodWe

Returns & Refunds


Returns

If you are not satisfied with your purchase, you have to submit the return request within 30 days after the order is delivered to you. Returned items must not have been used and must be in perfect condition for resale. The custom orders cannot be returned.

 Steps:

  1. Contact us. Request a return by emailing support[@]woodwe.eu. Give all the information about your order, any comments you can, why you want to return the product. If it is damaged send the photo where the problem is visible.
  2. We approve the return request. If the buyer and seller agree on a return, the seller will provide you with a return shipping address depending on your residence country. 
  3. Ship us the item. 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. 
  4. Inform us about the return shipping. It is a good practice to include tracking information when returning an item. When you get your tracking number, please email it to support[@]woodwe.eu. Sending the return via a tracking delivery method protects you in the event we don’t receive your item. The buyer covers the cost of the return shipping.
  5. We receive your item back and refund you. The seller will refund you within 5 business days of receiving the returned item if after inspecting the quality of the item, he/she determines it qualifies for a refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also 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.

    The shipping charges are not refundable – only the products’ costs.

      Replacements and exchanges

      WoodWe also offers you the option of returning an item for a replacement or exchange instead of a refund if this request is submitted within 30 days after the delivery. A replacement is a new item that is exactly the same as the original item described in the listing. 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.

      Steps:

      1. 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.
      2. 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.
      3. We ship you the replacement. Once we ship you the replacement, we will provide you with the tracking code

      Replacement rules:

      • You have to contact us regarding the replacement, no later than 6 months after your original order.
      • We will provide the replacement, when it complies with the warranty rules, which you can find below.
      • The replacement will be sent with the standard shipping, unless there is a solid reason for the express shipping. The shipping costs of the replacement will be covered by us.

      Steps for an exchange:

      We do not make exchanges for customized orders

      1. We will find the solution. If the exchange is requested due to the wrong size, then we will compare your order’s details with your device’s model. If the wrong size was caused by us, then we will send you a free replacement. If the wrong size was ordered by the buyer, then we will do an exchange

      2. Ship us the item. 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. 

      3. Inform us about the return shipping. It is a good practice to include tracking information when returning an item. When you get your tracking number, please email it to support[@]woodwe.eu. Sending the return via a tracking delivery method protects you in the event we don’t receive your item. The buyer covers the cost of the return shipping and the buyer will cover the shipping costs of an exchange item.

      4. We receive your item and send you an exchange item. Once we receive the item back to us, we will inform you in 5 business days. After informing you, we will ship the exchange item in 1-3 business days and send you the tracking code once the item is shipped.

      If you want to receive your exchange item faster, then you can reorder another item and instead of sending you an exchange, we will refund you once we get the returned item back to us.

      Late or missing refunds (if applicable)

      If you haven’t received a refund yet, follow these steps: 
      1. 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. 
      2. 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. 
      3. If you’ve done all of this, and still have not received your refund, please contact us at support[@]woodwe.eu.

      Cancellation

      • 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 orderi if:
        • The payment was not received.
        • The item is out of stock.
      • If the order is shipped, it cannnot be cancelled. It can be only returned.
      • Custom orders are not cancelled and non-refundable.

      Shipping

      Unsuccessful delivery:

      • In the event of an unsuccessful delivery the item will be held in your local post office for a couple of days. Therefore, if you get a notification that the delivery was unsuccessful, please firstly contact your local postal office. If they tell you that they do not have your item, then it is probably shipped back to us.
      • Once the item reaches us, we will contact you. You will have to tell us why the delivery was unsuccessful and provide us with the address where the delivery would be successful.
      • The seller will cover the shipping costs for resending the item. If express shipping is requested, then the buyer will have to pay the difference between normal shipping and express shipping.

      Delivery takes too looong:

      • The acceptable delivery time is up to 30 days since shipping everywhere except Canada, Mexico or remote world areas. In those countries or areas the shipping time is longer and takes up to 40 days since shipping.
      • If the item does not arrive during the period indicated above, then we will resend you the item for free with express shipping. If you receive a second item in later period of time, please reject it, it will be returned to us for free.
      • Please only contact us if the item does not reach you after 40 days after it has been shipped.

      Warranty

       All WoodWe products have 6 months replacement warranty for adhesive issues. Which means, the warranty is valid for these situations:

      • The product cannot be stuck to your device
      • The product peels off from your device after usage

      All WoodWe products have 30 days replacement warranty for breakage issues. Which means, the warranty is valid for these situations:

      • If WoodWe product is broken before usage
      • If WoodWe product is broken during usage due to the product’s quality issues

      If you have any other questions, comments, suggestions or insights, please do not hesitate to contact us via our official e-mail: support[@]woodwe.eu. Our awesome, friendly and helpful colleagues from customer service will get in touch with you within 24-48 working hours!