Return & Exchange
When something is not right
We make products from natural wood, and natural variation is part of every piece.
At the same time, the product should arrive in usable condition, match the confirmed order and meet the workmanship standards we have promised.
This policy explains when a return, replacement or exchange may be considered.
Eligible reasons
A return or replacement request may be accepted when:
- The product arrived damaged
- A structurally defective product was received
- The wrong item was delivered
- A component is missing
- The delivered product differs materially from the confirmed order
- The item was damaged during transit
Requests must be raised within [number] hours/days of delivery.
What is not considered a defect
The following are generally normal characteristics of solid wood:
- Differences in grain
- Slight colour variation
- Small natural knots
- Mineral streaks
- Natural texture
- Minor differences between product photographs and the delivered piece
- Gradual colour change with age
- Normal knife marks or wear caused by use
- Slight seasonal movement that does not affect function
These conditions are not normally eligible for return.
Products that may not be returnable
The following may not be eligible unless they arrive damaged or incorrect:
- Personalised products
- Engraved products
- Custom-sized products
- Made-to-order products
- Products used, washed or altered after delivery
- Products damaged through improper care
- Clearance or final-sale products, where clearly marked
- Items returned without original components or packaging
How to raise a request
Write to [returns email] within the specified period and include:
- Order number
- Customer name
- Reason for request
- Clear photographs
- Unboxing video, where available
- Photograph of the shipping label
- Photograph of the outer packaging
- Photograph showing the complete product
- Close-up photograph of the issue
Incomplete information may delay assessment.
Review process
After receiving the request, our team will review the information and may:
- Approve a replacement
- Approve a return
- Offer a repair
- Send a missing component
- Request additional photographs
- Arrange a video inspection
- Decline the request with an explanation
Approval should be received before returning the product.
Items sent back without prior confirmation may not be accepted.
Return packaging
The product should be repacked securely using the original packaging wherever possible.
All components, accessories and documents supplied with the product must be included.
Damage caused by inadequate return packaging may affect eligibility.
Reverse pickup
Where reverse pickup is available, we will arrange collection from the original delivery address.
Availability depends on courier serviceability and product dimensions.
Where reverse pickup is unavailable, the customer may be asked to ship the product to the address provided by our support team.
Responsibility for return-shipping charges will depend on the reason for return.
Replacements
An approved replacement will normally be dispatched after the returned product has been received and inspected.
In clear cases of transit damage, an earlier replacement may be considered at our discretion.
Replacement depends on stock availability. Where the same item is unavailable, we may offer:
- A later replacement
- An alternative product
- Store credit
- A refund
Refunds
Approved refunds will be processed to the original payment method wherever possible.
Processing time may depend on the payment provider or bank and can take [number] working days after approval.
Original shipping charges may be non-refundable unless the return is due to our error or confirmed transit damage.
Change-of-mind returns
Decide whether Technowood will accept change-of-mind returns before publishing this section.
Suggested direction:
Because our products are made from natural materials and are packed specifically for each order, we currently do not accept returns solely for change of mind. We encourage you to review the dimensions, material information and product photographs carefully before placing an order.
Alternatively, a limited change-of-mind window can be offered, with the customer bearing two-way shipping and ensuring the item remains unused and saleable.
Product care and misuse
Damage caused by the following is not covered:
- Soaking in water
- Dishwasher cleaning
- Storage while damp
- Exposure to direct flame
- Excessive heat
- Harsh chemical cleaners
- Dropping or impact
- Outdoor use of an indoor product
- Failure to follow supplied care instructions
- Unauthorised repair or alteration
Closing line
Natural variation is part of the material. Genuine damage deserves a fair solution.