Refund policy

At CleverWood, every product is handmade with care and attention to detail. If something isn't right with your order, please contact us at info@cleverwood.shop. We're here to help.

1. Returns Within 30 Days

You may return your purchase within 30 days of delivery, provided that:

The product is unused, not installed, and in like-new condition, in its original packaging
All parts, hardware, and accessories are included
You provide proof of purchase (order number)
You contact us before sending the item back so we can confirm the return and give you return instructions

Unless the return is due to a defect or our error, you are responsible for the return shipping cost and any related carrier fees. A restocking fee of up to 10% may apply. For EU customers, see Section 2.

Items returned without contacting us first may be delayed in processing. Any costs we incur because of an uncoordinated return, such as carrier charges or customs fees billed to us, will be deducted from your refund where permitted by law.

2. Right of Withdrawal for EU Customers

If you live in the European Union, you have the legal right to withdraw from your purchase within 14 days of delivery without giving a reason.

How to withdraw: Tell us your decision within the 14-day period using our Order Withdrawal Form, or by email to info@cleverwood.shop with your name, order number, and the items you are returning. You then have 14 days from notifying us to send the goods back.

Refund: We will refund the purchase price and the original standard delivery cost, if any, within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the goods back or you have provided proof of return shipment, whichever comes first. We refund using your original payment method.

Return costs: You pay the direct cost of returning the goods. Because some of our products are large, return shipping may be significant — typically $80-$250+, depending on the item and destination country. We are happy to give you an exact estimate on request.

Condition of goods: You may handle the product as you would in a shop to inspect it. If the product has been installed, drilled, assembled, or used beyond what is needed to inspect it, we may deduct an amount for the reduced value.

Exceptions: The right of withdrawal does not apply to custom-made or personalized items produced to your specifications.

The restocking fee and the cancellation fee described in this policy do not apply to statutory withdrawals.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, has a manufacturing defect, or is missing parts, please contact us with clear photos or a short video. We recommend doing this as soon as possible, ideally within 7 days of delivery, so we can resolve it quickly. Depending on the situation, we will offer:

Free replacement of missing or defective parts
A replacement product
Repair guidance
A full or partial refund

Natural wood variations: Our products are handmade from natural wood, so grain, knots, and color tone vary from piece to piece and may look slightly different from the photos or on your screen. These natural variations are not considered a defect or an incorrect item. If you received a different color option than the one you ordered, please contact us with photos and we will make it right. You can still return an item under Section 1 or, for EU customers, Section 2.

If a return is required because of a defect or our error, we cover the return shipping cost.

4. Order Cancellation

You may cancel your order free of charge before it has been dispatched, meaning before a tracking number has been issued. Once an order has shipped, it can no longer be cancelled, but you can return it under Section 1 or, for EU customers, Section 2.

5. Refused or Unclaimed Parcels

If you do not wish to accept your parcel, for example because of import duties or taxes payable on delivery, please contact us before refusing delivery so we can coordinate the return.

Coordinated refusal: The parcel is treated as a return under Section 1 or, for EU customers, Section 2.
Refusal without notice, or a parcel left unclaimed: A parcel returned to us without prior notice causes significant shipping and handling costs. For customers outside the EU, a cancellation fee covering the actual shipping costs to you and back, plus handling and processing, will be deducted from your refund. For EU customers, we will deduct only the return shipping costs and any carrier charges billed to us for the return, as permitted by law.

Import duties, taxes, and customs fees paid to the carrier or customs authorities are not collected by CleverWood and cannot be refunded by us. You may be able to reclaim them from your local customs authority.

6. Custom Orders

Custom-made items, including items made to custom sizes, colors, or specifications, cannot be returned or refunded unless they are defective or not as agreed.

7. Refund Process

Once we receive and inspect your return, we will process your refund within 1–3 business days and send you a confirmation email. Refunds are issued to your original payment method. Your bank or payment provider may take additional time to post the funds.

If a return isn't practical, for example for very large items, we may offer a partial refund or store credit instead, with your agreement.

8. Promotions

Discounts and promotions cannot be applied to orders after they have been placed. We're happy to offer a personal coupon for your next purchase instead.

9. Important Notes

Please check your order and shipping details carefully. We are not responsible for delays or losses caused by an incorrect address provided at checkout.
Our products are designed for indoor use. Damage from outdoor weather exposure is not covered as a defect.
Warranty claims are handled under our Warranty Policy.

10. Your Statutory Rights

Nothing in this policy affects your statutory rights, including the legal guarantee of conformity that applies to consumer purchases in your country of residence. In the EU this is at least 2 years, and 3 years in Spain.