Refund policy
Right of Return
Consumer customers have a statutory 14-day right of withdrawal for eligible products purchased from our online store, starting from the date the product is received.
The returned product must be unused and in a condition suitable for resale. The customer may inspect the product in the same way as would be possible in a physical store in order to establish its nature, characteristics and functionality. The customer is responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functionality.
Please notify us of your return within 14 days of receiving the product by logging in to your customer account or by email:
Custom-Made and Personalised Products
Please note that the statutory 14-day right of withdrawal does not apply to products that are made or modified according to the customer's specifications or are clearly personalised to meet the customer's individual needs.
Such products may include, for example, products manufactured according to individually selected dimensions, structures or other specific requirements provided by the customer.
The absence of a right of withdrawal does not, however, limit the customer's statutory rights in cases where the product is defective.
Condition of Returned Products
The returned product must be carefully packaged to ensure that it is not damaged during return transportation.
If the product has been handled beyond what is necessary to establish its nature, characteristics and functionality, and its value has consequently diminished, we may be entitled to deduct an amount corresponding to the diminished value from the refund.
Uncollected Shipments
Failure to collect a shipment does not constitute a return or a notice of withdrawal.
If an order is returned to us because the customer has failed to collect the shipment, we reserve the right to charge the customer reasonable costs incurred from the return and any possible reshipment of the order.
Complaints and Defective Products
If you discover a defect or fault in a product, please contact us as soon as possible by email:
Please include your order number and a photo or photos that clearly show the defect you have identified. This will allow us to process the matter as quickly as possible.
If a product is found to be defective, we will primarily seek to bring the product into conformity with the contract by repairing or replacing it in accordance with applicable consumer protection legislation. Depending on the circumstances, other remedies provided by law may also apply.
Natural and Rustic Characteristics of Wooden Products
Our products are made from wood, which is a living natural material. In addition, many of our products are intentionally designed to have a rustic appearance.
For this reason, the following characteristics, for example, are generally not considered product defects when they correspond to the characteristics described in the product description and are consistent with the nature of the product:
- natural movement, shrinkage and expansion of wood
- minor warping
- natural cracks in the wood
- knots and knot marks
- natural variations in the colour and grain of the wood
- saw marks, planing marks and other machining marks intentionally left as part of the rustic finish
- gaps between the planks of solid wood tabletops where such gaps are stated in the product description.
The rustic nature of the product does not, however, remove the seller's statutory liability for defects. If you suspect that the product has a defect that goes beyond the normal movement of the material or the intended rustic finish, please contact us and include photos of the product.
Contact Information
For matters concerning returns and complaints: