Refund policy

At Woodnest, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read this policy carefully, it explains your rights and our process in full.

This policy was last updated on March 2026.

1. Return Window

You have 30 days from the date you receive your order to initiate a return. This exceeds the 14-day statutory minimum required by EU law (Directive 2011/83/EU and Decreto-Lei nº 24/2014) and is offered as an additional courtesy.

Returns requested after 30 days of delivery will not be accepted, except in cases covered by the 2-year legal guarantee of conformity (see Section 7).

2. Conditions for Return

To qualify for a return, the following conditions must be met:

The item must be in the same condition in which you received it, unused, unaltered, and undamaged
The item must be in its original packaging
You must provide proof of purchase (order confirmation email or order number)

In accordance with Article 14(2) of Directive 2011/83/EU, if a returned item shows signs of handling beyond what is reasonably necessary to inspect it, equivalent to what would be permitted in a physical shop, we reserve the right to deduct the amount of any diminished value from your refund. This deduction will be communicated to you before the refund is processed.

3. Non-Returnable Items — Change of Mind

The following items cannot be returned on grounds of change of mind:

Custom or personalised products — items made to your specifications, including personalised wooden décor pieces, are exempt from the right of withdrawal under Article 16(c) of Directive 2011/83/EU and Article 17(1)(c) of Decreto-Lei nº 24/2014
Sale items — items purchased at a discounted price during a promotional sale cannot be returned for change of mind
Gift cards

Important: The exclusions above apply only to change-of-mind returns. If any of these items arrive damaged, defective, or do not match the specifications confirmed at the time of order, you retain full rights under the legal guarantee of conformity (Section 7) and we will repair, replace, or refund the item at no cost to you. Please contact us at support@woodnest.co within 48 hours of delivery with photographs of the issue.

4. How to Initiate a Return

To begin a return, please contact us at support@woodnest.co with:

Your order number
The reason for your return
Photographs of the item if it is damaged or defective

We will review your request and respond within 1 business day with instructions on how and where to send your item. Please do not send items back without prior authorisation, returns sent without prior contact will not be accepted.

5. Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us immediately at support@woodnest.co or by phone at +351 932 600 637. We begin production within 1–3 business days of receiving your order, so early contact is essential.

If your order has not yet entered production, we will cancel it and issue a full refund. If production has already begun, cancellation may not be possible and standard return conditions will apply upon receipt of the item.

6. Return Shipping Costs

Change of mind returns: The cost of return shipping is the responsibility of the customer. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in transit on their way back to us.

Defective, damaged, or incorrect items: If your item arrived damaged, defective, or if you received the wrong item, we will cover the full cost of return shipping. Please contact us at support@woodnest.co within 48 hours of delivery with photographs of the issue and we will arrange collection or provide a prepaid return label.

Undelivered or uncollected parcels: If your parcel is returned to us because it was not collected from a collection point or because an incorrect address was provided, the return shipping cost will be deducted from your refund. Please refer to our Shipping Policy for full details.

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

7. Damages, Defects, and Legal Guarantee of Conformity

All Woodnest products are covered by a 2-year legal guarantee of conformity in accordance with Directive 2019/771/EU as transposed into Portuguese law by Decreto-Lei nº 84/2021.

If your product is defective or non-conforming at the time of delivery, you are entitled to:

Repair or replacement of the product, free of charge, or
A proportional price reduction, or
A full refund where repair or replacement is not possible or would cause significant inconvenience

Burden of proof: In the first 12 months following delivery, it is presumed that any defect existed at the time of delivery unless we can demonstrate otherwise. After 12 months, the customer may be required to demonstrate that the defect existed at the time of delivery.

Please inspect your order upon arrival. If you find any defects, damage, or if you received the wrong item, contact us at support@woodnest.co within 48 hours of delivery with your order number and photographs of the issue.

Please note: Natural variation in wood grain, texture, and colour is not a defect. As each Woodnest piece is handcrafted from natural wood, minor variations between items are an inherent and valued characteristic of our products, not grounds for a return or refund claim.

8. Exchanges

We do not offer direct exchanges. If you would like a different item, please return your original order following the process above and place a new order separately once your return has been accepted.

9. Refunds

Once we receive and inspect your returned item, we will notify you by email of the outcome within 2 business days. If your return is approved:

Refunds are processed via bank transfer. Upon approval of your return, we will request your IBAN so that we can transfer the amount directly to your bank account
If you prefer a refund to your original payment method instead, please request this when initiating your return and we will process it accordingly
If you paid for shipping on your original order, the original shipping cost will also be refunded. If your order qualified for free shipping, no shipping amount is refundable
If the returned item shows signs of handling beyond reasonable inspection, a deduction for diminished value may be applied and will be communicated to you before processing
The refund will be processed within 14 days of us receiving the returned item

If 15 business days have passed since we confirmed your refund approval and you have not received it, please contact us at support@woodnest.co.

10. EU Right of Withdrawal

If you are a consumer resident in the European Union, you have the statutory right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason, under Directive 2011/83/EU and Decreto-Lei nº 24/2014. Woodnest extends this period to 30 days as an additional courtesy.

To exercise your right of withdrawal, you must notify us within the applicable period by contacting us at support@woodnest.co. You must then return the item within 14 days of notifying us.

The right of withdrawal does not apply to custom or personalised products made to your specifications.

11. UK Consumers

If you are a consumer resident in the United Kingdom, you have the right to cancel your order within 14 calendar days of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Woodnest extends this to 30 days as an additional courtesy. Your rights in relation to faulty goods are governed by the Consumer Rights Act 2015.

12. Alternative Dispute Resolution

In the event of a dispute, we encourage you to contact us directly at support@woodnest.co before initiating any formal process. We aim to resolve all complaints within 5 business days.

If we are unable to resolve the dispute amicably, you may seek assistance through the following channels:

For consumer dispute resolution in the EU, a list of certified dispute resolution entities is available at https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

Consumers in Portugal may also contact:

CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo: www.cniacc.pt · Tel: +351 213 847 484
Livro de Reclamações Eletrónico: www.livroreclamacoes.pt

13. Contact

For any questions about returns or refunds, please contact us:

Email: support@woodnest.co
Phone: +351 932 600 637 (national mobile network)
Address: Oui C'est Moi, Lda (Woodnest), Caminho Senhora do Olival, Nº 15, 3260-427 Figueiró dos Vinhos, Leiria, Portugal