We value our products very much and do our best to deliver them to you in the best possible condition. It can always happen that something doesn’t go quite as planned. We recommend that you first address complaints to us by sending an email to info@housewood.com. If this does not lead to a solution, you have the option of resolving your dispute via Stichting WebwinkelKeur. From February 15, 2016, consumers in the EU will also have the opportunity to report complaints via the European Commission’s ODR platform. You can find this ODR platform here. If your complaint is not already being addressed otherwise, you can submit your complaint via the European Union Platform.

Returns

You have the right to cancel your order within 14 days of receipt without giving any reason. After cancellation, you have an additional 14 days to return the product. You will then receive a refund of the full order amount including shipping costs. You will only be responsible for the costs of returning the item from your home to the online shop. If you exercise your right of withdrawal, the product will be returned to the entrepreneur with all accessories supplied and – as far as possible – in its original condition and packaging. To exercise this right, you can contact us by email at info@housewood.com. We will refund the order amount due within 14 days of receiving your return, provided the product has already been returned in good condition. If the product is damaged or the packaging is more damaged than is necessary for return, we may charge you for this reduction in the value of the product. So please handle the product carefully and make sure it is well packaged when returning it.

Exceptions to returns

Products cannot be returned to Housewood if:

• these are custom-made products,
• the delivered products have been processed,
• the delivered products are damaged by the customer.