Refund policy
Refund Policy
When purchasing products on www.woodonwall.se, a 14-day right of withdrawal always applies in accordance with the applicable Distance Contracts Act.
This means that you have the right to cancel your purchase by notifying Wood on Wall within 14 days from the date you or your representative received the ordered product (the withdrawal period).
Returns and Exchanges
As a customer of Wood on Wall, you have the right to cancel your purchase within 14 days from the day you received the product, without providing a reason. Please contact our customer service at info@woodonwall.se for assistance.
When returning or exchanging a product, the buyer is responsible for arranging and paying for the return shipping. Exchange rights apply only to stock products.
Custom orders and exceptions:
Products that are made-to-order or acoustic panels with customizable acoustic felt colors are considered bespoke items and are therefore excluded from the right of return or exchange. Product samples are also made-to-order and are not eligible for return or exchange.
Complaint Policy
If a defect is discovered in a product, please notify us immediately at info@woodonwall.se. If the product is damaged during transport or has visible defects upon delivery, the complaint must be submitted no later than 7 days after receiving the product.
To file a complaint:
- Provide a detailed description of the defect.
- Include photos showing visible damage to both the packaging and the product.
- Email this information to info@woodonwall.se.
(For more details, please visit the "Complaints" section on our website.)
If the complaint is approved, you will receive either a replacement product or a refund. For approved complaints, Wood on Wall covers the shipping costs. If the product is replaced, the damaged product must be returned to us.
Refund Procedure
Wood on Wall will process your refund as soon as possible, but no later than 14 days from the date we receive your notice of withdrawal. However, we may withhold the refund until the product is returned to us.
Refunds will be issued via the payment method you originally selected, unless otherwise agreed or if other obstacles prevent such a refund.
To initiate a return, reply to the order confirmation email you received or fill out the form below. A return label will be sent to you, which you can attach to the package and drop off at your nearest service point.
Unclaimed Packages
For all packages that are not collected, a fee of at least 600 SEK will be charged. This fee covers administrative costs, return shipping, and handling. Payment terms will follow the conditions of your chosen payment method.
If you change your mind after the package has been dispatched, you must collect it from the delivery point and return it to us to avoid additional return fees beyond the standard return cost.
We do not offer home collection services for returned goods. If the package is not collected, it will automatically be registered as unclaimed, and a fee of at least 600 SEK will be charged.
Our Address
Wood on Wall
Pinnmogatan 1
25464 Helsingborg
Sweden
