Refund policy
Returns & Refund Policy
We want you to be completely satisfied with your order. We do our best to provide clear and accurate information about our products and services. Not satisfied, or is there an issue with your order? Below you will find our returns and refund process.
Cooling-off Period & Right of Withdrawal
You have the right to cancel your order within 14 days of receiving it, without giving any reason. After cancellation, you have another 14 days to return the product. You will then receive a full refund of the order amount, including the shipping costs of the original delivery.
Please note: This only applies to unopened, unused products in their original condition. Opened or partially used bags of wood cannot be returned.
How to Return a Product
If you wish to return a product, please follow these steps:
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Notify us of your return within 14 days of receiving the order by emailing johan@braaihoutshop.nl. Include your order number, the item(s) you want to return, and the reason for return.
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We will confirm your request and provide you with return instructions.
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Pack the product securely and send it to the return address provided.
Return shipping costs are at your own expense. Please ensure the item is sufficiently stamped and packaged to avoid damage during transit.
Refunds
Once we have received your return in good condition, we will process your refund within 5 working days, using the same payment method you used for your purchase.
Exceptions
We cannot accept returns of:
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Opened or used bags of wood
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Business orders, unless otherwise agreed
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Products made to order or customised specifically for you
Questions?
If you have any questions, please contact us at johan@braaihoutshop.nl – we are happy to help.