Return & Refund Policy

We hope you are happy with your order from WoodenSoul UA. If you need to request a return or report a problem with your order, please review the conditions below.

Return Eligibility

Return requests for eligible standard products are accepted within 30 days after delivery.

A standard product is an item ordered using only the sizes, materials, finishes, colors, and other options displayed on the product page.

To qualify for a return, the product must:

• Be in the same condition in which it was received;

• Show no signs of use beyond what is reasonably necessary to inspect it;

• Be free from customer-caused damage, stains, or alterations;

• Include all parts, hardware, and components;

• Be securely packed for international return shipping.

The original packaging should be used whenever reasonably possible. If it is no longer available, the customer must use equivalent protective packaging suitable for transporting furniture.

Before sending any item back, contact us at woodensoulua@gmail.com and include your order number and reason for the return.

If the return is accepted, we will provide the return address and shipping instructions. Items sent without prior approval may not be accepted.

After receiving the return instructions, the product must be shipped back within 14 days.

Custom and Personalized Orders

Products made according to customer-specific requirements cannot be returned or exchanged unless they arrive damaged, defective, or materially different from the confirmed order.

This includes products made with:

• Dimensions not listed among the standard product options;

• Customer-requested construction or design changes;

• Special colors or finishes outside the options displayed on the product page;

• Personalized details;

• Other non-standard modifications requested by the customer.

Selecting a size, material, finish, or color directly from the standard options displayed on the product page does not by itself make the product custom.

Please contact us before ordering if you are unsure whether your selected configuration will be considered standard or custom.

Non-Returnable Items

We cannot accept returns of:

• Custom or personalized products, except when damaged, defective, or incorrect;

• Products damaged through improper use, incorrect assembly, or unauthorized modification;

• Products with missing parts or components;

• Products returned without sufficient protective packaging;

• Items for which the return request was submitted after the applicable return period.

This does not limit any mandatory rights relating to damaged, defective, incorrectly supplied, or non-conforming products.

Return Shipping Costs

For an eligible return due to a change of mind, the customer is responsible for return shipping, packaging, tracking, and insurance costs.

Because our furniture is large and shipped internationally, return shipping can be expensive. Customers may contact us before ordering to request an estimated return cost for their location.

Returns must be sent using a tracked and appropriately insured delivery service. The customer is responsible for the return shipment until it is delivered to us.

If a product is confirmed to be damaged, defective, or different from the confirmed order, the customer will not be responsible for the agreed return or remedy costs.

Damaged, Defective, or Incorrect Orders

Please inspect your order and its packaging as soon as it is delivered.

If the product arrives damaged, defective, incomplete, or different from the confirmed order, contact us at woodensoulua@gmail.com as soon as possible, preferably within 48 hours of delivery.

Please include:

• Your order number;

• Photographs or video of the complete product;

• Clear photographs or video of the damage or defect;

• Photographs of the external and internal packaging;

• A photograph of the shipping label.

Please keep the product and all packaging until the issue has been reviewed. Do not arrange a return independently before receiving instructions from us.

We will review the information and work with you to determine an appropriate solution. Depending on the circumstances, this may include replacement parts, repair, replacement, or a refund.

The requested 48-hour reporting period helps us submit a timely claim to the shipping carrier and does not limit any mandatory rights available under applicable consumer law.

Refund Process

Once your return has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 10 days. Your bank or payment provider may require additional time to post the refund to your account.

If you have not received an approved refund after your bank or payment provider’s processing period, please contact us at woodensoulua@gmail.com.

Cancellations

Cancellation requests are accepted within 4 hours of placing an order.

To request a cancellation, contact us at woodensoulua@gmail.com as soon as possible and include your order number.

After the 4-hour cancellation window, materials may have been ordered or production may have started, so the order can no longer be cancelled.

This cancellation condition does not limit any mandatory rights available under applicable consumer law.

Contact Us

For questions about returns, damaged products, cancellations, or refunds, please contact:

WoodenSoul UA
Poltava, Ukraine
woodensoulua@gmail.com

Return & Refund Policy

We hope you are happy with your order from WoodenSoul UA. If you need to request a return or report a problem with your order, please review the conditions below.

Return Eligibility

Return requests for eligible standard products are accepted within 30 days after delivery.

A standard product is an item ordered using only the sizes, materials, finishes, colors, and other options displayed on the product page.

To qualify for a return, the product must:

• Be in the same condition in which it was received;

• Show no signs of use beyond what is reasonably necessary to inspect it;

• Be free from customer-caused damage, stains, or alterations;

• Include all parts, hardware, and components;

• Be securely packed for international return shipping.

The original packaging should be used whenever reasonably possible. If it is no longer available, the customer must use equivalent protective packaging suitable for transporting furniture.

Before sending any item back, contact us at woodensoulua@gmail.com and include your order number and reason for the return.

If the return is accepted, we will provide the return address and shipping instructions. Items sent without prior approval may not be accepted.

After receiving the return instructions, the product must be shipped back within 14 days.

Custom and Personalized Orders

Products made according to customer-specific requirements cannot be returned or exchanged unless they arrive damaged, defective, or materially different from the confirmed order.

This includes products made with:

• Dimensions not listed among the standard product options;

• Customer-requested construction or design changes;

• Special colors or finishes outside the options displayed on the product page;

• Personalized details;

• Other non-standard modifications requested by the customer.

Selecting a size, material, finish, or color directly from the standard options displayed on the product page does not by itself make the product custom.

Please contact us before ordering if you are unsure whether your selected configuration will be considered standard or custom.

Non-Returnable Items

We cannot accept returns of:

• Custom or personalized products, except when damaged, defective, or incorrect;

• Products damaged through improper use, incorrect assembly, or unauthorized modification;

• Products with missing parts or components;

• Products returned without sufficient protective packaging;

• Items for which the return request was submitted after the applicable return period.

This does not limit any mandatory rights relating to damaged, defective, incorrectly supplied, or non-conforming products.

Return Shipping Costs

For an eligible return due to a change of mind, the customer is responsible for return shipping, packaging, tracking, and insurance costs.

Because our furniture is large and shipped internationally, return shipping can be expensive. Customers may contact us before ordering to request an estimated return cost for their location.

Returns must be sent using a tracked and appropriately insured delivery service. The customer is responsible for the return shipment until it is delivered to us.

If a product is confirmed to be damaged, defective, or different from the confirmed order, the customer will not be responsible for the agreed return or remedy costs.

Damaged, Defective, or Incorrect Orders

Please inspect your order and its packaging as soon as it is delivered.

If the product arrives damaged, defective, incomplete, or different from the confirmed order, contact us at woodensoulua@gmail.com as soon as possible, preferably within 48 hours of delivery.

Please include:

• Your order number;

• Photographs or video of the complete product;

• Clear photographs or video of the damage or defect;

• Photographs of the external and internal packaging;

• A photograph of the shipping label.

Please keep the product and all packaging until the issue has been reviewed. Do not arrange a return independently before receiving instructions from us.

We will review the information and work with you to determine an appropriate solution. Depending on the circumstances, this may include replacement parts, repair, replacement, or a refund.

The requested 48-hour reporting period helps us submit a timely claim to the shipping carrier and does not limit any mandatory rights available under applicable consumer law.

Refund Process

After we receive and inspect the returned item, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account depends on your bank or payment provider.

If a returned product has been used beyond reasonable inspection, damaged after delivery, returned incomplete, or inadequately packaged, an amount reflecting the reduction in value may be deducted from the refund where permitted by applicable law.

Return shipping and packaging costs paid by the customer are not refundable when the return is made because of a change of mind.

If you have not received an approved refund after your bank or payment provider’s processing period, please contact us at woodensoulua@gmail.com.

Cancellations

Cancellation requests are accepted within 4 hours of placing an order.

To request a cancellation, contact us at woodensoulua@gmail.com as soon as possible and include your order number.

After the 4-hour cancellation window, materials may have been ordered or production may have started, so the order can no longer be cancelled.

This cancellation condition does not limit any mandatory rights available under applicable consumer law.

Contact Us

For questions about returns, damaged products, cancellations, or refunds, please contact:

WoodenSoul UA
Poltava, Ukraine
woodensoulua@gmail.com