IF THERE IS SOMETHING WRONG WITH THE PRODUCT
Your purchase of covered by the Sale of Goods Act, including lack rules. This means, that the consumer has a 24 months warranty, that you can either have a faulty product repaired or replaced, refund or reduction in price, depending on the specific situation. Of course, it is a requirement that the complaint is justified and that the defect is not caused by incorrect use of the product or other injurious behaviours.
In January 2016 there were adopted new legislation in relation to the Consumer Complaints Act. We will always suggest to contact us and solve any complaints but in case there is a dispute we can't solve. We refer to the EU commission's home page - Online Dispute Resolution > http://ec.europa.eu/consumers/odr/
YOU MUST CONTACT US WITHIN "REASONABLE TIME"
You must complain within "reasonable time" after you have discovered the defect. We recommend that you advertise as soon as possible, and within 2 months after the defect was discovered. You can complain by contacting us via the below link:
When you submit your complaint through the Claimlane link, please simultaneously as detailed as possible indicate what the problem is. You will need to submit your order number and a picture of the problem as well. Depending on the specific situation, you will receive further instructions from our customer service team.
Note that products not purchased directly by WODEN.com must be claimed at the retailer where the product was purchased.
BY JUSTIFIED COMPLAINT, WE WILL REFUND REASONABLE FREIGHT COSTS
If the complaint is justified, we will refund your reasonable shipping costs to send the product back to us. Otherwise, you must bear all costs of transport, including our freight costs for returning the item after the investigation. Remember that the product must always be in good packaging and get a receipt for shipment. You have the responsibility of the package/goods up to our reception. So keep a postal receipt and tracking number.
Note: We do not accept packages sent COD (cash on delivery) or similar.