Refund policy

Returns & Refund Policy

Last updated: June 2025

Thank you for shopping with Wood UPP. We want you to be completely satisfied with your purchase. Please read this policy carefully before making a purchase.

1. Your Right to Cancel (UK & EU Consumers)

If you are a consumer located in the United Kingdom or the European Union, you have the right to cancel your order within 14 days without giving any reason, in accordance with the Consumer Contracts Regulations 2013 (UK) and EU Directive 2011/83/EU.

The cancellation period expires 14 days from the day on which you, or a third party indicated by you, acquires physical possession of the goods.

To exercise your right of cancellation, you must inform us of your decision by a clear statement (e.g. a letter sent by post or email). You may use the model cancellation form below, but it is not obligatory.

2. How to Request a Return or Refund

To initiate a return or refund, please contact us at:

• Email: support@woodslatted.shop
• Please include your order number and reason for return

We will acknowledge your request within 2 business days and provide return instructions.

3. Conditions for Returns

To be eligible for a return, your item must:

• Be unused and in the same condition that you received it
• Be in the original packaging
• Be returned within 14 days of the cancellation notice

4. Non-Returnable Items

The following items cannot be returned:

• Custom-made or personalised products made to your specifications
• Items that have been clearly used or installed
• Items damaged due to misuse or improper installation

5. Return Shipping Costs

You will be responsible for paying the cost of return shipping unless the item is faulty or not as described. We recommend using a trackable shipping service as we cannot guarantee receipt of your returned item.

6. Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved, we will process a refund to your original payment method within 14 days of receiving the returned goods (UK/EU consumer rights).

Please note that your bank or payment provider may take additional time to process the refund to your account.

7. Faulty or Damaged Items

If you receive a faulty, damaged, or incorrect item, please contact us immediately at support@woodslatted.shop with photos of the damage. We will arrange a replacement or full refund at no additional cost to you.

Under the Consumer Rights Act 2015 (UK) and applicable EU consumer law, goods must be of satisfactory quality, fit for purpose, and as described. You are entitled to a repair, replacement, or refund for faulty goods.

8. Model Cancellation Form

To: Wood UPP, support@woodslatted.shop

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:

• Ordered on (*)/received on (*)
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) [only if this form is notified on paper]
• Date

(*) Delete as appropriate

9. Contact Us

If you have any questions about our Returns & Refund Policy, please contact us at: support@woodslatted.shop