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. 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. 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. The buyer covers the cost of the return shipping.
  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.
  6. The shipping charges are not refundable.

 

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. 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.

Steps:

  1. Request a replacement or exchange by emailing support[@]woodwe.eu. Give all the information about your order any comments you can, why you want to get the replacement or exchange the product. If the product is damaged send the photo where the problem is visible.
  2. If the buyer and seller agree on the replacement or exchange, the seller will provide you with a return shipping address depending on your residence country. The buyer covers the cost of the return shipping.
  3. 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. 
  4. The seller will ship your new item to you within 5 working days once you ship the original item back.

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.

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!