Returns & Refunds

Contents

Click in the contents list below to jump to that sections:

• Change of mind
• Faulty or damaged goods
• Made to Order Goods
• Refund Process

Change of Mind (Website Purchases Only)

We hope you’re happy with your Woods purchase, if you decide it isn’t right for you, you can return or exchange unwanted items within 28 days of purchase*. Please bear the following in mind when preparing to return goods to us for refund.

• Please ensure you have not assembled the items.
• Use the original packaging to return the items to us, with clear tape*
• Call our customer care team on 03332 414 884 or email customersupport@woods-furniture.co.uk to request the return.

*You have 14 days to notify us that intend to return your order and then a further 14 days to get the items back to us.

• You need to return the order at your cost.
• Take some reference photos of the products, the packaging and the label.
• Once returned the warehouse will inspect your return and a refund will be issued. All refunds will be made back to the original tender type.
• Please note delivery charges are not refunded for change of mind.

*If the items are poorly packed and are damaged on route back to us we will not be able to refund you so it’s really important to pack well and ensure you have proof you did this if anything comes up. In the event that items do arrive damaged after all efforts to ensure otherwise, then it is the customer’s responsibility to seek compensation from their chosen courier, and also to arrange redelivery of their items.

Faulty or damaged goods

• Please note that the time scales for reporting faulty goods are not the same as for damages caused in transit. You have 3 working days to contact us to report products arriving damaged, and you have 30 days to contact us to report a fault with your product. Once the fault is verified we can arrange collection and either refund or exchange the product within 5 working days.
• It's important that you inspect your order on delivery. If you are not happy, contact us within the necessary timescale. In order to resolve this for you as quickly as possible, please send an email to customersupport@woods-furniture.co.uk with the below information.
  • An image of the fault/damage, placing a coin next to the defect, to give us an idea of size, as well as a full shot of the item(s) affected.
  • Images of the condition of the packaging that your items arrived in, to help us establish if the products have been mishandled by the transport partner.
  • Your order reference number, name & billing postcode that your order was placed under.
  • Details of the fault/damage found, as we appreciate an image doesn't always show the full extent.
  • Please keep hold of the packaging until a resolution has been agreed, in case the item(s) need to be returned.
• Once your email has been received, you will receive an auto-response as confirmation & a member of the team will be in touch to resolve the matter as soon as possible to provide you with the relevant options for a full resolution. Please refrain from sending multiple emails, as they are responded to in the order received.

Made to Order Goods

• Some items on our website are made to order. This means that unfortunately we are not able to accept returns requests for these items due to change of mind. In the unlikely event a made to order item arrives faulty or damaged, we will arrange to repair or replace your item.