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Refund and Returns Policy

Our Commitment


We want you to be completely satisfied with your WOODENIFY purchase. If you are not, we are here to help.


Order Cancellations


You may cancel your order within 24 hours of purchase, provided production has not already started. After this time, materials may have already been prepared or work may have begun, and cancellation may not be possible. If you wish to cancel, please contact us as soon as possible with your order number.


Made-to-Order & Personalised Items


Most WOODENIFY products are made to order and often customised (size, colour, finish, configuration). Under the Consumer Contracts Regulations 2013, personalised or bespoke items are exempt from the standard 14-day cancellation right.

For this reason, we do not accept returns for:


  • Custom sizes

  • Made-to-order items

  • Painted or colour-selected pieces

  • Personalised products

  • Unless the item is faulty or damaged on arrival.


Returns (Non-Personalised Items Only)


If you have purchased a non-personalised item, you may request a return within 14 days of delivery.


To qualify:


  • The item must be unused

  • In its original condition

  • Returned in original packaging

  • Suitable for resale

  • Return shipping costs are the responsibility of the customer unless the item is faulty.


Refunds will be processed within 2–3 business days after the returned item has been received and inspected.


Faulty or Damaged Goods


If you receive faulty or damaged goods, please contact us immediately with photographs of the damage. If there is any issue with your delivery or if your order arrives in an unsatisfactory condition, please notify us within 24 hours. This will enable us to promptly log your problem with our courier and take necessary actions to resolve the issue as quickly as possible. Contact our team to notify them that your parcel is damaged.


We will need:


  • Photographs of the packaging

  • Photographs of the damaged item


Please be advised that in order to make a claim for a damaged item, we require photographic evidence of both the packaging and the damaged item. Please note that the delivery company will not accept claims without such evidence. We strongly suggest that you retain the damaged item and the parcel packaging until the claim is settled.


We will assess the situation and may offer:


  • A replacement

  • A repair solution

  • A partial refund

  • A full refund (where appropriate)


We aim to resolve any issues quickly and fairly.


For damaged items, we require the item to be collected before a refund is issued.

We will provide you with a pre-paid Evri return label for the collection of the damaged item.

Once the damaged item has been collected and received by us, we will process your replacement, repair, or full refund, including the original delivery cost.


Delivery Issues & Lost Parcels


If your tracking shows delivered but you have not received the parcel, please contact us immediately. We will open an investigation with the courier. Please note:

  • We are not responsible for parcels delivered successfully to the address provided at checkout.

  • It is the customer’s responsibility to ensure the delivery address is correct.

  • If delivery fails twice and the parcel is returned to us, additional postage charges may apply to resend the item.


Natural Wood Disclaimer


All WOODENIFY products are made from solid Scandinavian redwood. Natural characteristics such as:

  • Knots

  • Grain variation

  • Small cracks

  • Colour variation

  • Saw marks

are not faults. They are part of the natural beauty and character of real wood. Returns will not be accepted based on natural wood variation.


Refund Processing


Approved refunds will be issued to the original payment method.

Please allow:

  • 2–3 business days for processing

  • Additional time depending on your bank or card provider


Last updated:

26/01/2026

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