For all WoodWe products (wood, stone, rust Macbook cases,
iPhone cases) any refund, return, replacement or exchange request must
be submitted within 14 calendar days after the order is delivered to
you, the Buyer.
To be eligible for a return, replacement or exchange, 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.
To request a refund, return, replacement or exchange:
1. Email your refund, return, replacement or exchange request to: support[@]woodwe.eu.
2. Provide your Name, Surname, Purchase Date and Order ID.
3. In detail, explain the reason for the refund, return, replacement or exchange.
4. 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.
5. 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.
REFUNDS
We will refund your purchase on items sold and/or fulfilled by
WoodWe, up to our standard delivery option cost, if the following
applies:
• You were sent the wrong size and/or color item due to the Seller's error, or
• You received a damaged item, or
• You received a defective item.
We will not refund your purchase costs on items sold and/or fulfilled
by WoodWe, up to our standard delivery option cost, if the following
applies:
• You placed an accidental order, or
• Your item is no longer needed/wanted, or
• You gave no reason for refund, or
• You ordered customized items, or
• You, the Buyer, returned the item to the Seller damaged, or in a
condition that is different from the condition in which it was sent.
Note: WoodWe is not required to refund the cost of gift-wrapping or
other services provided to you in connection with your purchase.
RETURNS
1. Request a return by emailing support[@]woodwe.eu, and following
the steps provided in the section titled ‘To request a refund,
replacement or exchange.’
2. 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. 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. 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.
5. 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.
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.
RETURN SHIPPING CHARGES
Either buyer or the seller is responsible for return shipping costs, depending on the reason for the return.
The Buyer is responsible for return shipping costs, if the following applies:
• Buyer ordered the wrong size, or
• Buyer ordered the wrong color, or
• Buyer made an error.
The Seller is responsible for return shipping costs, if the following applies:
• You were sent the wrong size and/or color item due to the Seller's error, or
• You received a damaged item, or
• You received a defective item.
REPLACEMENTS AND EXCHANGES
WoodWe also offers you the option of returning an item for a
replacement or exchange instead of a refund. 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 color. An
item being replaced or exchanged should be of comparable value to the
original item.
REPLACEMENT/EXCHANGE SHIPPING CHARGES
Either buyer or the seller is responsible for return shipping costs, depending on the reason for the return.
The Buyer is responsible for replacement/exchange shipping costs, if the following applies:
• Buyer ordered the wrong size, or
• Buyer ordered the wrong color, or
• Buyer made an error.
The Seller is responsible for replacement/exchange shipping costs, if the following applies:
• You were sent the wrong size and/or color item due to the Seller's error, or
• You received a damaged item, or
• You received a defective item.
Things to keep in mind when requesting a replacement or exchange
• Ship the original item back to the seller within 5 business days of
requesting the replacement or exchange. This ensures your request will
be taken care of in a timely manner.
• If you do not ship the original item back to the seller within 30 days, you will be charged for the cost of the new item.
• The seller will ship your new item to you within 5 working days once you ship the original item back.
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!
