Before you cancel or return
Please contact WoodCreation before returning anything.
General customer enquiries: contact@woodcreation.co.uk. Formal legal and complaints contact: legal@woodcreation.co.uk.
Non-custom items
For standard non-custom items bought online, you may have the right to cancel within 14 days after delivery.
After telling WoodCreation you want to cancel, you usually have a further 14 days to return the item.
For change-of-mind returns, the customer is normally responsible for return postage.
Bespoke, custom and made-to-order items
Most WoodCreation items are handmade, made to order, custom or bespoke.
For these items, you must check all details carefully before approval. Payment is required in full before construction begins.
Once approved and sent to the workshop, the order usually cannot be cancelled for change of mind.
Refunds are not normally available simply because you changed your mind after approval.
This does not affect your legal rights if an item is faulty, not as described or not fit for purpose.
Faulty, incorrect or damaged items
If something is wrong with your order, contact WoodCreation as soon as possible.
Include your order number, a clear explanation and photos or video showing the issue.
Where appropriate, WoodCreation may offer a repair, replacement, partial refund, full refund or another reasonable solution.
Delivery damage
If your parcel arrives damaged, keep the item and packaging.
Take photos or video before disposing of the packaging. This helps WoodCreation raise the issue with the courier.
Return postage
For change-of-mind returns where a return is accepted, the customer is normally responsible for return postage.
If the return is needed because of a WoodCreation mistake, manufacturing fault or another issue WoodCreation is responsible for, return arrangements will be handled case by case.
Postage and delivery charges are not normally refundable unless required by law.
Refund timing
Once a returned item has been received and checked, WoodCreation will confirm the outcome.
Approved refunds will usually be processed back to the original payment method. Refund times may depend on the payment provider or bank.
Contact
General returns and aftercare: contact@woodcreation.co.uk.
Formal complaints: legal@woodcreation.co.uk.