Terms of Service

By accessing the WoodenSoul UA website or placing an order through our store, you agree to these Terms of Service. Our Return & Refund Policy, Shipping Policy, and Privacy Policy also form part of these Terms.

Please read these Terms before using the website or placing an order.

Online Store Terms

You may not use our website, services, or products for any illegal, fraudulent, or unauthorized purpose.

You must not attempt to transmit viruses, malicious code, or any other material that could damage, disrupt, or interfere with the operation or security of the website.

Products

WoodenSoul UA creates handmade, made-to-order solid wood furniture in Poltava, Ukraine. Depending on the product, available materials may include solid oak, walnut, or ash.

We make every reasonable effort to present our products, materials, finishes, dimensions, and colors accurately.

Natural wood can vary in grain, tone, texture, knots, and other characteristics. These natural variations make every piece unique and are not considered defects when the product corresponds to the material, finish, dimensions, and configuration confirmed in the order.

Colors may appear slightly different depending on lighting, photography, and screen or device settings.

Product photographs may include chairs, décor, tableware, or other styling elements that are not included with the purchased item. The product description and package information determine what is included in the order.

Made-to-Order and Custom Orders

Our furniture is produced after an order is placed.

Products ordered using only the standard sizes, materials, finishes, colors, and other options displayed on the product page are considered standard products and remain subject to our Return & Refund Policy.

A product is considered custom or personalized when it is made according to specifications that are not included among the standard product options. This may include:

• Non-standard dimensions;

• Changes to the construction or design;

• Special colors or finishes;

• Personalized details;

• Other customer-requested modifications.

The customer is responsible for providing accurate measurements, photographs, references, and other information required for a custom order.

When color matching is requested using customer photographs, we use the images as a reference. An exact match cannot always be guaranteed because lighting, screen settings, existing finishes, and the natural characteristics of wood can affect how colors appear.

Custom specifications must be confirmed before production begins. Changes requested after confirmation may be unavailable, may delay production, or may require an additional payment.

Custom and personalized products cannot be returned or exchanged unless they arrive damaged, defective, or materially different from the confirmed specifications. Mandatory consumer rights remain unaffected.

Orders

Customers are responsible for providing accurate and complete billing, delivery, and contact information when placing an order.

Customers must review their order confirmation and contact us immediately if the selected product, dimensions, material, finish, color, delivery address, or other information is incorrect.

We may contact the customer to confirm product specifications or request information required for production and delivery. A delay in receiving the necessary information may affect the estimated production or delivery time.

We reserve the right to refuse or cancel an order if there is an issue with payment, pricing, material availability, shipping details, suspected fraud, or other information required to process the purchase. If we cancel a paid order, the payment will be refunded to the original payment method.

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 window does not limit any mandatory cancellation or withdrawal rights provided by applicable consumer law.

Prices and Payments

Product prices, descriptions, specifications, and availability may be updated or changed without prior notice.

The price displayed at the time an order is placed applies to that purchase unless there is an evident pricing or technical error. If an error affects an order, we will contact the customer before proceeding.

Available payment methods are displayed at checkout. By submitting payment information, you confirm that you are authorized to use the selected payment method.

Shipping costs, taxes, duties, and import fee arrangements are stated at checkout and in our Shipping Policy.

Shipping and Delivery

Orders are shipped from Poltava, Ukraine.

Production and estimated delivery times are provided on the product page, during order confirmation, or in our Shipping Policy. These times are estimates unless a specific delivery date has been expressly confirmed in writing.

Delivery may be affected by carrier operations, customs procedures, weather, regional disruptions, government actions, or other circumstances outside our reasonable control.

We are not responsible for delays caused solely by the shipping carrier, customs authorities, or other events outside our reasonable control. However, if a shipment is significantly delayed or appears to be lost, we will assist the customer in contacting the carrier and investigating the shipment.

Customers are responsible for providing a complete and accurate delivery address, telephone number, and any other information required by the carrier.

Please review our Shipping Policy for complete information about production times, delivery estimates, shipping costs, import fees, and available destinations.

Damaged, Defective, or Incorrect Items

Customers should inspect the item and packaging as soon as the order is delivered.

If an item arrives damaged, defective, incomplete, or different from the confirmed order, contact us as soon as possible, preferably within 48 hours of delivery.

Please provide:

• Your order number;

• Photographs or video of the complete item;

• Clear photographs of the damage or issue;

• Photographs of the external and internal packaging;

• A photograph of the shipping label.

Please keep the item and all packaging until the issue has been reviewed.

Depending on the circumstances, an appropriate solution may include replacement parts, repair, replacement, or a refund.

The requested 48-hour reporting period helps us submit a timely carrier claim and does not limit mandatory consumer rights.

Assembly and Use

Some furniture requires assembly after delivery. Video assembly instructions are provided for our tables.

Customers are responsible for following the provided instructions and ensuring that the furniture is fully and correctly assembled before use.

To the extent permitted by law, WoodenSoul UA is not responsible for damage caused by incorrect assembly, unauthorized modifications, improper use, or failure to follow the provided instructions.

Returns and Refunds

Returns, exchanges, and refunds are governed by our Return & Refund Policy.

Eligible standard products may be returned within the period and under the conditions stated in that policy. Custom and personalized products are subject to separate restrictions.

Customers must contact us before sending a return. Products returned without prior approval may not be accepted.

Nothing in these Terms limits mandatory rights relating to damaged, defective, incorrectly supplied, or non-conforming products.

Accuracy of Information

We aim to keep all information on our website accurate and current. However, occasional errors or omissions may occur.

We reserve the right to correct product information, pricing, descriptions, specifications, or other website content when necessary.

If a correction materially affects an order that has already been placed, we will contact the customer before continuing with production.

Intellectual Property

All website content, including text, photographs, product descriptions, graphics, logos, videos, and designs, belongs to WoodenSoul UA or is used with permission.

This content may not be copied, reproduced, modified, distributed, sold, or used for commercial purposes without prior written permission.

Third-Party Services

Our store is hosted by Shopify, which provides the e-commerce platform used to display and sell our products.

We may use third-party providers for payments, shipping, analytics, and other services required to operate the store and complete orders. These providers may process customer information according to their own terms and privacy practices.

Personal information is handled in accordance with our Privacy Policy.

Limitation of Liability

To the maximum extent permitted by applicable law, WoodenSoul UA is not responsible for indirect, incidental, or consequential losses resulting from the use of the website, delivery delays outside our reasonable control, or incorrect assembly or use of a product.

Nothing in these Terms excludes or limits liability or consumer rights that cannot legally be excluded or limited.

Governing Law and Consumer Rights

These Terms are governed by the laws of Ukraine.

If a dispute arises, we encourage customers to contact us first so that we can try to resolve the issue directly and in good faith.

The choice of Ukrainian law does not remove any mandatory consumer protection rights available to customers under the laws applicable in their country or region.

Changes to These Terms

We may update these Terms of Service when our services, business practices, or legal obligations change.

Any changes become effective when the revised Terms are published on the website. Changes do not retroactively alter the conditions of an order that has already been accepted unless required by law.

Contact Information

For questions regarding these Terms of Service, please contact:

WoodenSoul UA
Poltava, Ukraine
woodensoulua@gmail.com