Returns, Refunds & Warranty

Warranty

All WoodWe products have lifetime warranty for adhesive, breakage 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
  • 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!

Returns for a Refund

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 but can be exchanged for free.

 Steps:

  1. Contact us. 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. We approve the return request.If the buyer and seller agree on a return, the seller will provide you with a return shipping address and label depending on your residence country. 
  3. Ship us the item. The seller provides free return shipping label and in order 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. We receive your item back and refund you. The seller will refund you within 5-7 business days of receiving the returned item if after inspecting the quality of the item, he/she determines it qualifies for a refund. We will 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. Payment is usually refunded on Mondays, so if we received your item on Tuesday, then you will be refunded on next Monday.

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 after the delivery. 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 material, color. An item being replaced or exchanged should be of comparable value to the original item.

Steps for replacement or exchange:

  1. Contact us.Request a replacement or exchange by emailing support[@]woodwe.eu. Give all the information about your order, tell us why you want to get the replacement of the product andsend us some pictures showing the issue.
  2. If we approve the replacement.If the buyer and seller agree on the replacement, the seller will create a replacement order, which will be shipped in 1-3 business days after the agreement with the buyer.
  3. We ship you the replacement.Once we ship you the replacement, we will provide you with the tracking code

Replacement rules:

  • We will provide the replacement, when it complies with the warranty rules.
  • The replacement will be sent with the standard shipping, unless there is a solid reason for the express shipping. The shipping costs of the replacement will be covered by us.

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 order if:
    • The payment was not received.
    • The item is out of stock.
  • If the order is shipped, it cannot be cancelled. It can be only returned.
  • Custom orders are not cancelled if they are already manufactured