Refund policy
Right to complain
In accordance with the Danish Sale of Goods Act, you have a 2-year statutory right to complain about defective goods. The right does not cover damage or defects arising from misuse, lack of maintenance, or normal wear and tear.
Please contact support@wouddesign.com or +45 71 998 998 if you wish to submit a complaint. Depending on the circumstances, we will offer repair, replacement, a refund, or a price reduction.
You are encouraged to notify us as soon as possible and within a reasonable time after discovering a defect. Notification within 24 hours of receipt is recommended for efficient handling, but your statutory rights remain unaffected. Please do not return goods before contacting us.
Returned items must be securely packaged in their original packaging. Once a complaint case has been accepted, WOUD A/S will reimburse reasonable shipping costs.
Returning goods - complaints
When returning items, ensure that they are packed securely in the original packaging and appropriate shipping materials. In accordance with the warranty section, please contact us before sending your item back. You are responsible for the return shipment, after which WOUD A/S will cover the costs once the complaint case is resolved.
Returning goods - Right of withdrawal
As a private consumer, you have the right to cancel your purchase within 14 days without providing any reason. The withdrawal period expires 14 days after the day you, or an authorised representative, physically receive the goods. If your order consists of multiple items delivered separately, the withdrawal period begins once you have received the final item.
If you withdraw, we will refund the payment received, including standard delivery costs, using the same payment method used for the original transaction. Refunds will be made no later than 14 days from the date on which we are informed of your decision to withdraw. In the case of partial withdrawal, delivery costs will not be refunded.
Customised products are excluded from the right of withdrawal.
Goods must be returned unused, in their original packaging, and securely packed. You are responsible for return shipping costs. If the product shows signs of use, damage, or reduced value, we reserve the right to deduct an amount corresponding to the loss of value from the refund.
After contacting our customer service with the standard withdrawal form, please return your order to:
WOUD
Søndergårdsallé 9 MF
8700 Horsens
Att: Web – Return
Exercising your right of withdrawal
To exercise your right of withdrawal, please notify us by email at support@wouddesign.com. Refusal to accept delivery is not sufficient without prior notice.
Standard withdrawal form
You may use this form if you wish to exercise your right of withdrawal, but it is not required:
To wouddesign.com, Søndergårdsallé 9 MF, 8700 Horsens, support@wouddesign.com.
I hereby notify you that I wish to exercise my right of withdrawal in connection with my purchase agreement for the following item(s): [insert item number(s) of the product(s) you wish to withdraw].
Order number [ ]
Ordered on [ ].
Received on [ ].
Consumer’s name: [Your full name]
Consumer’s address: [Your address]
Consumer’s signature (only if this form is submitted on paper)
Date [ ]
Opened packaging and value reduction
If you withdraw after opening the packaging, please note that handling of the product may affect its value. If the product has been used, this will be considered a reduction in value, and we are entitled to deduct the depreciation from your refund.
You may handle and inspect the product only in the same way as permitted in a physical shop. You must not put the product into actual use. If the product has been used in a way that prevents resale at full price, we will deduct the reduction in value from your refund.
If the original packaging is not intact, this is also considered a reduction in value, and you should not expect a full refund. In certain cases, depending on the extent of use, we may assess that the product no longer has any commercial value. In such cases, you will not be entitled to a refund.
The product must be returned in its original packaging. Furthermore, you must ensure that it is securely packed for return. Until we receive the package, you bear the risk for the goods. Always keep your delivery receipt when returning parcels.
Refunds
Refunds are made via the original payment method (including gift cards) within 14 days after we have received notice of withdrawal. Additional services purchased in connection with delivery (e.g. carrying in, packaging removal) are not refundable. Return shipping costs for cancellations are not refunded.
Customised products
All upholstery series (including sofas, lounge chairs, and benches) is made to order. The product page will indicate if an item is made to order.
These items are produced specifically for you, and the delivery time is approximately 8-10 weeks from the order date. We will contact you by email or phone regarding your order and expected delivery date. Customised products cannot be cancelled or returned.
Complaints
If you wish to make a complaint about a purchase on wouddesign.com, please contact support@wouddesign.com. If no solution is found, you may submit a complaint to the Danish Dispute Resolution Centre (Nævnenes Hus) via their portal: https://kpo.naevneneshus.dk.
If you are an EU consumer residing outside Denmark, you can also submit your complaint to the European Commission’s online dispute resolution platform: http://ec.europa.eu/odr. Please use our email address support@wouddesign.com when submitting.