Refund & Exchange Policy – Busywood

General Return Policy (applies to all customers)

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, please contact us via our Contact Us form or at support@busywood.com.

Right to Cancel or Change Your Order

United States & 🌍 Other regions (outside the EU)

You may cancel or change your order before you receive the tracking number. After the order has been fulfilled, it can no longer be modified or cancelled directly. If you still wish to cancel after this point, you may return the item after receiving it, in accordance with our Refund & Exchange Policy below.

To request a cancellation, please write to support@busywood.com. We'll send a confirmation message to your email address.

European Union customers – Statutory Right of Withdrawal

If you are a consumer in the European Union, you have a statutory right to withdraw from your purchase within 14 days, in accordance with EU Directive 2023/2673, without giving any reason.

• Before your order is fulfilled (shipped): you may cancel your order at any time free of charge.
• After delivery: you have 14 days from the date you (or a third party you designate) receive the last item in your order to withdraw from the contract.

You can exercise this right at any time by:

• Using our electronic withdrawal function: withdrawal form, or
• Writing to support@busywood.com with your name, order number, and a clear statement that you wish to withdraw from your contract.

Once we receive your withdrawal request, we will send you an automatic email confirmation of receipt on a durable medium (email), including the date and time received.

Refund timing for EU withdrawals: We will reimburse all payments received from you, including standard delivery costs (excluding any extra costs if you chose a delivery method other than the least expensive standard delivery we offer), without undue delay and in any case within 14 days from the day we are informed of your decision to withdraw, or from the day we receive the returned goods back – whichever is later. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back.

This statutory 14-day withdrawal right operates alongside, and does not replace, our standard 30-day return policy described above – whichever gives you more time or more favorable terms applies.

Note: This right of withdrawal does not apply to custom-made or personalized products – see "Exceptions" below.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as custom products, special orders, or personalized items made to your specifications. This exception is communicated to you before you complete your purchase, on the product page or during checkout for the relevant item.

Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on gift cards.

We are not responsible for spelling errors in order details provided by the buyer – please double-check your order details before submitting. Where a return is not due to our error: shipping and packaging costs are non-refundable, and shipping costs are not refunded if a parcel is refused by the customer or is undeliverable due to incorrect information provided by the customer.

This exception does not override the EU statutory right of withdrawal for products that do not qualify as "made to consumer specifications." EU consumers retain their 14-day withdrawal right for all standard (non-customized) products.

Exchanges

We accept returns and exchanges.

• If the order is returned in its original, undamaged condition and you simply changed your mind, delivery costs are the customer's responsibility (except where the EU 14-day withdrawal right in the section above applies – in that case, we reimburse standard delivery costs as described).
• If you're returning an item due to damage or defect, we will send you a replacement free of charge.

Refunds

You'll be automatically refunded to your original payment method.

• EU withdrawal requests: refund issued within 14 days, as described above.
• All other returns/exchanges: please allow some additional time for your bank or credit card company to process and post the refund.

Returning Parcel – Packing Requirements (Client Responsibilities)

1. Provide accurate parcel information.
2. Include a photo of the parcel/item for return analysis.
3. Disassemble products before packing.
4. The goods must be packed in a box or carefully wrapped with cardboard, tape, and stretch film.
5. Share parcel dimensions and special handling needs with the seller.
6. Print and attach the seller-provided shipping label.

Pick-up availability depends on the customer's delivery country and should be confirmed with the seller.

⚠️ Important: If a product is returned in assembled form, an additional fee may apply due to the package size. We recommend disassembling the product before return shipping to avoid this extra cost.

Where a return is not due to our error, shipping and packaging costs are non-refundable. If a parcel is refused by the customer, shipping costs are not refundable.

By requesting return shipping, clients acknowledge and agree to these packing requirements. Failure to comply may result in delays, damage to the returned item, or additional costs during the return process.