Returns, Replacements, Refunds & Cancellation Policy
Thoughtful Products. Responsible Buying.
At Woodooz, our products are handcrafted and, in most cases, made to order. Each order involves materials, craftsmanship, finishing, quality checks and careful packaging specifically for you.
Because of this, we request our customers to review the product details, dimensions, specifications and Product Disclaimer carefully before placing an order.
We are always happy to help you clarify any questions about a product before you purchase it. This helps ensure that you choose a product that is right for your space and requirements, while also avoiding unnecessary returns, replacements and associated transportation costs.
Replacement Policy
We will be happy to provide a replacement if the product you receive:
- Has been damaged during delivery, or
- Is a completely different product from the one ordered.
We take great care to package our products securely, but occasionally a product may be damaged during transportation despite these precautions. If this happens, please don’t worry—we will work with you to resolve the issue.
How to Request a Replacement
1. Inspect the product when you receive it
Please inspect your package and product at the time of delivery for any visible damage.
2. Inform us within 24 hours
If the product has been damaged, please email us at contact@woodooz.com within 24 hours of receipt, along with clear photographs showing the damage and, where possible, the packaging.
3. Retain the original packaging
If the replacement is approved by us, the product must be returned in its original packaging within 5 days of our acknowledgement.
4. Return shipping is on us
For an approved damaged-product replacement, we will bear the cost of shipping the product back to us.
5. Assessment & Replacement
Once we receive and assess the returned product, an approved replacement will be dispatched to you at no additional cost.
Please note that replacement requests are subject to assessment and acknowledgement by Woodooz.
Refund Policy
A full refund will be provided in the following circumstances:
- The product is lost in transit, or
- There is a failure of delivery by the courier partner, despite the address and contact details provided by the customer being correct.
Situations Where Refunds or Replacements Are Not Applicable
As our products are handcrafted and made to order, returns, refunds or replacements will not be entertained for reasons other than genuine product damage or an incorrect product being supplied, including:
- You feel the product has variations from the photographs shown on the website. Please refer to our Product Disclaimer before placing your order.
- The product does not suit your décor or you purchased it by mistake.
- You change your mind after placing the order.
- You feel that the size, colour, material, shape or other specification should have been different from the specification you originally selected or provided.
- The return/replacement request is initiated more than 7 days after delivery.
- Delivery fails because an incorrect or incomplete address or contact number was provided by the customer.
Please Choose Carefully
We strongly encourage you to review the following before placing your order:
✓ Product dimensions and specifications
Make sure the size and specifications are suitable for your intended space.
✓ Product photographs and description
Please review all available product images and read the product description carefully.
✓ Product Disclaimer
Handcrafted products may have natural variations in colour, texture, pattern and finish. Please read our Product Disclaimer before purchasing.
✓ Ask us before ordering
If you are unsure about the size, material, colour, finish or suitability of a product, please contact us before placing your order. We will be happy to help.
A few minutes of careful consideration before ordering can help ensure that the product you receive is exactly what you were looking for.
Cancellation Policy
You may request cancellation of an order before the product is shipped from our workshop.
Readily Available Products
Orders for products listed on our website may be cancelled before dispatch.
Made-to-Order & Custom Products
Since our products are made to order, cancellation of a custom or made-to-order product (Other than those listed in the website) is permitted only if work has not yet started and no materials, production effort or other expenses have been incurred against the order.
Once work or expenses have been incurred, cancellation may no longer be possible.
If a customer requests cancellation of a custom or made-to-order product (Other than those listed in the website) after work has commenced, reasonable charges may be withheld to cover materials, production efforts and other expenses already incurred.
Our Commitment to You
Our aim is simple: to make and deliver a product that you are happy to have in your home.
We will always stand behind our products when there is a genuine issue with the product received. At the same time, because each item is handcrafted specifically for an order, we request our customers to make their purchase thoughtfully and review the available product information before ordering.
For complete information regarding natural and handcrafted variations, please read our Product Disclaimer before placing your order.