Refund policy

1. General Provisions

1.1. This Return Policy governs the procedure, conditions, and timeframes for returning goods purchased on the website woodenlandia.com and applies to all private customers within the European Union.
1.2. To submit a request for a return, exchange, or refund, a written notification must be sent to the following email address: info@woodenlandia.com.
1.3. Returns are accepted only after prior approval from Woodenlandia and after receiving instructions from us indicating the address of the supplier’s warehouse. Unauthorized returns without prior consent will not be accepted.

2. Right of Withdrawal (Return Without Stating a Reason)

2.1. Under EU law, the buyer has the right to withdraw from the purchase and return the goods within 14 calendar days from the date of receipt without providing any reason.
2.2. To exercise this right, the customer must send a withdrawal request to info@woodenlandia.com before the 14-day period expires.
2.3. The goods must be returned no later than 14 days after the withdrawal notice has been submitted. The goods must be returned in their original packaging, undamaged, unused, with all tags, seals, and full accessories intact. A receipt or proof of purchase is also required.
2.4. The cost of return shipping in the case of a withdrawal without reason shall be borne by the buyer.
2.5. After receiving the goods and verifying their condition, Woodenlandia will issue a refund within 14 calendar days using the same payment method that was used for the purchase.

3. Return in Case of Defect, Damage, or Incorrect Delivery

3.1. If the goods are received with a defect, damaged during delivery, or if an incorrect item has been delivered, the buyer must notify Woodenlandia within 3 working days from the date of receipt by sending an email to info@woodenlandia.com. The notification must include photos and/or videos confirming the defect, damage, or discrepancy.
3.2. If the defect or error is confirmed, Woodenlandia offers the buyer one of the following solutions:
– shipment of a replacement item of the same type;
– refund of the amount paid;
– organization of courier collection at Woodenlandia’s expense (for bulky or heavy items).
3.3. If the defect is confirmed, Woodenlandia covers the cost of the return. The refund or shipment of a replacement item will be processed after receiving and inspecting the returned goods, or based on documented proof of damage.
3.4. We will notify you once we have received and inspected your return and inform you whether it has been approved or rejected. If approved, your refund will be automatically processed to your original payment method within 10 working days. Please note that your bank or credit card company may require additional time to process and post the refund.
If more than 15 working days have passed since your return was approved, please contact us at mes4wood@gmail.com.

4. Non-Returnable Goods Under the Withdrawal Right

4.1. Under EU law, sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery cannot be returned.
4.2. At Woodenlandia, such goods include: essential oils, massage oils, cosmetic products, items in the wellness and aroma categories, personal hygiene products, and similar items.
4.3. The return of such goods is only possible in cases of a confirmed defect, fault, or incorrect delivery, in accordance with Section 3.

5. Return Procedure

5.1. To initiate the return process, the customer must send a request to info@woodenlandia.com. In response, the customer will receive:
– confirmation of the approval of the return;
– the warehouse address, which will be provided in the response email;
– instructions regarding packaging and shipment of the goods.
5.2. After the goods are received at the warehouse and their condition is inspected, Woodenlandia will inform the customer of the inspection results.
5.3. If the return conditions are met, the refund will be issued to the customer (excluding the cost of return shipping for withdrawals without reason) within 14 days.
5.4. A return may be refused if:
– the return conditions were not met;
– the goods show signs of use;
– the packaging is damaged or parts of the set are missing;
– the goods belong to a hygiene-related category and the packaging has been opened;
– the return was carried out without prior approval;
– there are signs of product substitution or attempted fraud.

6. Additional Provisions and Protection Against Abuse

6.1. Woodenlandia reserves the right to refuse a return or refund if:
– the goods show signs of use;
– the original packaging, seals, or labels are missing;
– components are missing;
– proof of purchase or a valid order number is not provided;
– the return was made without authorization;
– the goods relate to a hygiene category and have been opened;
– there is reasonable suspicion that the return is being conducted improperly or fraudulently.
6.2. In case of refusal, the customer will receive a written notification stating the reasons for the refusal.
6.3. Refunds are issued only after receipt and inspection of the returned goods.

7. Contact for Returns and Claims

For all questions related to returns, exchanges, defects, or the condition of the delivery, the customer may contact us via email at:
info@woodenlandia.com

8. Recognition of European Consumer Rights

Woodenlandia confirms compliance with all consumer rights provided by EU legislation and the national laws of Germany and Austria, including the 14-day withdrawal right, the right to receive accurate and complete product information, and the right to a refund in the event of a confirmed defect or non-compliant delivery.