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Returns & exchanges

A clear policy for handmade and custom wooden products.

We want every customer to feel confident. Because many wooden pieces are prepared carefully or customized, returns and exchanges follow clear conditions.

Animated return and exchange boxes illustration

Exchange policy

  • Exchange requests should be made within 3 days of receiving the product.
  • The product must be unused, undamaged, and in its original condition and packaging.
  • The customer covers exchange shipping unless the product is defective or does not match the description.
  • Custom-made products cannot be exchanged unless there is a confirmed defect.

Return policy

  • Returns are accepted only for a clear manufacturing defect.
  • Returns are accepted if the product significantly differs from the description, photos, or agreed specifications.
  • When the issue is verified, Holzeneer covers the return or exchange cost.
  • Compensation or replacement is processed after reviewing the product condition.
1

Contact us

Send your order details within 3 days of delivery.

2

Share photos

Attach clear photos when the issue relates to damage, defect, or mismatch.

3

Review

Our team checks the request and confirms the next step.

4

Resolution

We provide exchange instructions, replacement, or compensation when eligible.