Refund policy

Last updated: 27 September 2026

Returns and after-sales support

30-day returns for eligible products, with your statutory rights protected. Different rules apply to change-of-mind returns, personalised goods and faulty items.

Contact: support@woodnest.co

1. Return periods

Wood Nest offers a 30-day period from delivery to request a change-of-mind return for eligible products. This policy distinguishes your statutory rights from our additional voluntary return offer. Mandatory rights and any more favourable promise made for your purchase prevail.

Statutory withdrawal: for eligible distance purchases under Portuguese and EU consumer rules, you may notify us of withdrawal without giving a reason within 14 calendar days after you or your designated recipient, other than the carrier, receives the goods. For goods in one order delivered separately, the period generally starts after the last item; for goods delivered in parts, after the last part.

Additional days 15–30: eligible non-personalised physical products may be returned under our voluntary offer if unused, uninstalled, unaltered, complete and undamaged by the customer. Original packaging is recommended; equivalent protective packaging is acceptable. Sale items and gift cards are excluded from this additional voluntary offer unless a more favourable offer applies to your purchase. These exclusions do not restrict statutory withdrawal or rights concerning faulty goods.

Notify us within the applicable period, then send the goods back within 14 days of notification, unless we arrange collection. Statutory extensions remain available, including where required withdrawal information was not supplied. Expiry of the 30-day offer does not end any legal or commercial guarantee that remains applicable.

2. How to request a return

Send your notice to support@woodnest.co or the postal address in section 12. State clearly which goods you wish to return and provide your name and order number, if available, or other details enabling us to identify the purchase.

You may use the optional form in section 11 or another legally valid method. A reason is not required for statutory withdrawal. For faulty or incorrect goods, describe the issue; photographs are helpful where available but are not an automatic condition of your rights.

We aim to respond within one business day. You do not need to wait for our approval before exercising a statutory right or sending your notice. Our response time does not extend or suspend applicable deadlines. Where an electronic withdrawal function is provided for your order, you may also use it and retain the confirmation.

3. Personalised products, promotions and gift cards

Personalised goods: goods made to your specifications or clearly personalised are excluded from statutory change-of-mind withdrawal where the legal exception applies, and from our voluntary return offer. Examples may include an item bearing your chosen name or a design made to your individual specifications.

Producing a standard item only after an order is placed does not, by itself, make it personalised. Choosing a standard size or colour does not automatically establish a legal exception.

Promotional purchases: buying at a discount does not remove statutory withdrawal or conformity rights. The separate conditions for our additional voluntary offer are explained in section 1.

Gift cards: these are excluded from the additional voluntary offer. Any statutory cancellation, reimbursement or other rights applicable to the particular gift card remain unaffected; we do not treat electronic delivery alone as an automatic waiver.

Personalisation never removes your rights where we supply a faulty, damaged or incorrect item. If we accurately reproduce incorrect details supplied or approved by you, a requested remake may involve an agreed additional charge, subject to applicable law.

4. Condition, inspection and packaging

When exercising statutory withdrawal, you may handle the goods as reasonably necessary to establish their nature, characteristics and functioning, as you could in a physical shop. Opening the packaging does not automatically remove that right.

Where permitted by law, we may deduct a demonstrated reduction in value caused by handling beyond that level. Installing a map, applying adhesive, altering a component or damaging the item may reduce its value. Each case is assessed individually; installation does not automatically extinguish statutory withdrawal.

We explain the reason and calculation for any deduction. No automatic restocking fee applies to statutory withdrawal. Diminished-value liability does not apply where the legally required withdrawal information was not provided.

Pack all returned pieces securely to avoid movement, abrasion and impact damage. Original packaging is useful but is not an absolute requirement for statutory withdrawal or a legal guarantee claim. The unused and uninstalled conditions in section 1 apply only to our additional voluntary offer.

5. Return shipping and costs

Change of mind: you pay the direct return shipping cost only where this was disclosed before purchase and is permitted by law. Return shipments are sent to Portugal at the address in section 12, unless we agree another arrangement. Any paid label or collection we offer must have its price disclosed and agreed before use.

Large items: where goods cannot normally be returned by post, the return cost or a reasonable estimate must be disclosed before purchase. If the legally required cost information was not supplied, you will not be required to bear those costs where the law places them on us.

Faulty, damaged or incorrect goods: we bear the necessary costs of statutory remedies, including required return shipping or collection. Contact us so we can arrange a suitable method; this does not make your legal rights dependent on prior authorisation.

For a return you arrange yourself, we recommend tracking and retaining proof of dispatch. Insurance is optional, not a condition of statutory rights. Responsibility for loss or damage during return transport follows applicable law and the arrangements made; no blanket exclusion applies to a collection organised by us.

For returns from outside the EU, use accurate descriptions and values and identify the shipment as returned goods where appropriate. Contact us for available paperwork. Duties collected by a customs authority or carrier may require a separate recovery request to that entity; this does not reduce amounts we must reimburse by law.

6. Refund amounts, methods and timing

Statutory withdrawal: we reimburse amounts due within 14 days after receiving your withdrawal notice. Unless we offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.

A full statutory withdrawal includes the cost of the least expensive standard outward delivery offered for the purchase. We do not have to refund the additional cost of a more expensive delivery option you expressly chose. For partial returns, delivery-cost reimbursement follows applicable law and the charge attributable to the returned goods. We do not retrospectively charge for an outward delivery advertised as free merely because you exercise statutory withdrawal.

Additional voluntary returns: for an eligible return under our days 15–30 offer, we refund the price paid for the returned goods within 14 days of receiving them. If you return the entire order, we also refund the standard outward delivery charge paid. Direct return shipping costs remain subject to section 5. More favourable commitments and mandatory rights prevail.

Refunds are made to the original payment method unless you expressly agree to another method without additional fees. Bank transfer is not our compulsory default, and store credit is not imposed instead of a refund due. If the original payment method cannot receive the refund, we will agree an appropriate alternative with you.

The refund reflects the amount actually paid for the returned goods, including applicable discounts and any lawful, explained deduction. For instalment payments, we notify the payment provider of the refund so the arrangement can be adjusted; follow the provider's instructions while it processes the update.

We notify you when the refund is issued. Bank and payment-provider posting times may vary. Contact us if it does not appear within the timeframe your provider indicates; you do not need to wait an additional fixed period before raising a concern.

7. Damaged, incorrect or faulty goods

Please tell us promptly if an item arrives damaged, incomplete, incorrect or otherwise non-conforming. Keep packaging and take photographs where reasonably possible to help the investigation. Reporting within 48 hours is helpful but is not a deadline that removes statutory rights.

Where we arrange outward delivery, our responsibility is not limited by carrier insurance and your remedies do not depend on the carrier settling our claim.

For new movable goods governed by Portuguese Decree-Law No. 84/2021, we are responsible for lack of conformity appearing within three years of delivery. During the first two years, it is presumed to have existed at delivery unless incompatible with the nature of the goods or the defect. In the third year, evidence that the lack of conformity existed at delivery may be required. Applicable suspensions and extensions remain available.

Remedies include free repair or replacement and, where legal conditions are met, a proportionate price reduction or termination with reimbursement. Under Portuguese law, a lack of conformity appearing within 30 days of delivery gives the consumer the right to request immediate replacement or termination.

Repairs or replacements must be free, completed within a reasonable time and without significant inconvenience. Under Portuguese law, the period normally must not exceed 30 days unless statutory grounds justify longer. Applicable extensions after repair and rules for replacement goods and necessary removal and reinstallation remain unaffected.

Natural differences in wood or cork grain and tone are not automatically defects, but they do not excuse failure to match agreed characteristics, quality or safety requirements. Accidental damage, normal wear or incorrect use is assessed according to its cause and does not justify rejecting an unrelated conformity claim.

8. Commercial guarantees for selected products

A five-year commercial guarantee applies only to products expressly covered by the relevant product information, guarantee statement or binding advertising at the time of purchase. It is not a store-wide guarantee and does not automatically cover other products or separately purchased accessories.

The applicable guarantee statement defines the guarantor, covered products and components, coverage, duration, territory and claim procedure. More favourable binding advertising is respected where required by law. A commercial guarantee supplements statutory rights and cannot shorten them.

Products without an additional commercial guarantee retain their applicable statutory protection. Expiry of a voluntary return period or commercial guarantee does not remove legal rights that remain available.

9. Cancellations, exchanges and undelivered orders

Before dispatch: contact support@woodnest.co as soon as possible. For orders not yet in production, we will cancel and refund on request. For eligible standard goods, beginning production does not remove a statutory withdrawal right, which can also be exercised before delivery. If a shipment cannot be stopped, we will explain the return arrangements.

Once production of legally exempt personalised goods has begun, change-of-mind cancellation or modification is subject to our agreement. Any agreed charge or change to delivery timing is explained in advance. Rights arising from defects, incorrect production or non-delivery remain unaffected.

Exchanges: we do not offer direct change-of-mind exchanges. Return an eligible item under this policy and place a separate order for the replacement you want. This does not restrict your legal right to replacement of non-conforming goods.

Undelivered or uncollected orders: contact us to resolve the situation. Simply refusing delivery or not collecting a parcel is not a reliable substitute for notifying us of withdrawal. Any additional charge must be justified and lawful; there is no automatic forfeiture of your payment or statutory refund rights.

10. International and marketplace purchases

Mandatory consumer rights applicable to your purchase remain unaffected. Where UK consumer law applies, eligible distance purchases benefit from a 14-day cancellation period and a further 14 days to send the goods back, subject to legal exceptions. Rights concerning faulty goods remain separate from change-of-mind returns.

For other destinations, statutory cancellation, conformity and refund rules may differ. This policy does not impose a universal two-year limit or remove any mandatory local rights.

For marketplace purchases, follow the return channel and conditions shown for that transaction. This website policy does not reduce marketplace commitments or mandatory rights. Contact us if you need help identifying the appropriate process.

11. Optional withdrawal form

You may copy and complete this form. It is optional; another clear and legally valid withdrawal statement is sufficient.

To: Oui C'est Moi, Lda (Wood Nest)
Caminho Senhora do Olival, Nº 15
3260-427 Figueiró dos Vinhos, Leiria, Portugal
support@woodnest.co

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Goods:
Order number (if available):
Ordered on / received on:
Consumer name(s):
Consumer address:
Date:
Signature(s), only if submitted on paper:

Delete whichever does not apply.

12. Return address, contact and complaints

Return address:
Oui C'est Moi, Lda (Wood Nest)
Caminho Senhora do Olival, Nº 15
3260-427 Figueiró dos Vinhos
Leiria, Portugal

Email: support@woodnest.co

Telephone: +351 932 600 637 (Calls to a Portuguese mobile network.)

For a complaint, contact us using the details above. This does not prevent you from using Portugal's Livro de Reclamações Eletrónico or the competent consumer dispute-resolution body. Further information is provided in our Legal Notice and Terms of Service.

The policy and any more favourable commitments applicable to your purchase are respected. Later changes do not retrospectively remove agreed benefits or statutory rights.