Good Wood

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Effective Date: July 2, 2026

Thank you for shopping at Good Wood s.à r.l.-S (operated via goodwoodlu.com). We value your business and strive to provide high-quality products. If you are not entirely satisfied with your purchase, we are here to help you resolve the issue.

This Refund and Returns Policy outlines the conditions under which returns and refunds are processed. By making a purchase on our website, you agree to the terms specified below.

1. MANDATORY RETURN REQUIREMENT (NO “REFUND-ONLY”)

We strictly do not offer or authorize “refund-only” options under any circumstances.

To qualify for a refund, store credit, or an exchange, the physical item must be successfully returned to our designated warehouse address. We do not issue monetary compensation, updates, or credit balances for items that remain in the customer’s possession.

If you request a refund due to dissatisfaction, sizing issues, or change of mind, you must initiate a formal return process and ship the product back to us. No exceptions will be made to this policy, regardless of the order value or customer location.

2. RETURN ELIGIBILITY WINDOW

You have 14 calendar days from the date you received your item to notify us of your intent to return it, in accordance with the standard consumer protection regulations within the European Union. Once you notify us, the physical package must be shipped back to us within another 14 calendar days.

To be eligible for a successful return, your item must meet the following criteria:

  • The item must be completely unused, unwashed, and in the same pristine condition that you received it.
  • The item must be in its original, undamaged retail packaging.
  • All tags, labels, certificates, manuals, and accessories must be intact and included inside the box.
  • You must provide the original receipt, invoice, or valid proof of purchase linked to your online account.

3. DAMAGES, DEFECTS, AND QUALITY ISSUES

If you receive an item that is damaged, defective, or incorrect due to a manufacturing or shipping error, our standard policy still applies: a physical return is strictly required before any refund or replacement can be issued.

How to handle a damaged arrival:

  1. Do not discard the item or its packaging.
  2. Take clear photographs or a short video demonstrating the defect or damage.
  3. Email our support team at mossbrook@goodwoodlu.com within 48 hours of delivery with your order number and the visual evidence.
  4. Our team will evaluate the claim and provide a prepaid shipping label if the defect is verified.
  5. Once the defective item is delivered back to our facility and inspected, we will issue a full refund or send a brand-new replacement at no extra cost to you.

Note: Disposing of a damaged item before returning it to us will void your eligibility for a refund or replacement.

4. THE RETURN PROCESS

To initiate a return, please follow these steps carefully:

  1. Contact our customer support team via email at mossbrook@goodwoodlu.com to request a Return Merchandise Authorization (RMA) form.
  2. Pack the item securely in its original packaging along with the filled-out RMA form.
  3. Ship the package to our official business address:
    Good Wood s.à r.l.-S
    1 Um Wangelsbierg, L-7670 Reuland, Luxembourg
  4. We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not liable for items lost or damaged in transit during the return process.

5. SHIPPING COSTS FOR RETURNS

  • Change of Mind / Sizing Issues: You will be responsible for paying your own shipping costs for returning the item. Original shipping costs are non-refundable. If you receive a refund, the cost of the initial shipping will be deducted from your payout.
  • Defective or Incorrect Items: If the return is caused by our error (defective or wrong item), Good Wood s.à r.l.-S will cover the return shipping costs by providing a prepaid shipping label or reimbursing standard postal fees.

6. INSPECTION AND REFUND PROCESSING

Once your package arrives at our warehouse, our quality assurance team will inspect the item to verify its condition and completeness. This inspection process may take up to 5 business days from the date of arrival.

  • Approved Returns: If the item passes inspection, we will approve your refund. The funds will automatically be credited back to your original method of payment (e.g., credit card, PayPal, or bank account) within 7 to 10 business days, depending on your financial institution’s processing times.
  • Rejected Returns: If the item is found to be used, damaged by the customer, missing parts, or missing its original packaging, the return will be rejected. In such cases, no refund will be issued, and the item can be shipped back to you at your own expense.

7. EXCLUSIONS AND NON-RETURNABLE ITEMS

Please note that certain types of goods cannot be returned or refunded under any circumstances. Because we enforce a strict “no return, no refund” policy, the following items are completely final sale:

  • Customized, personalized, or made-to-order wood items and furniture.
  • Gift cards or promotional voucher codes.
  • Items purchased during clearing events or explicitly marked as “Final Sale” on the website.

8. CONTACT US

For any questions, clarifications, or to start a return application, please contact our administrative channels directly:

  • Company Name: Good Wood s.à r.l.-S
  • Contact Email: mossbrook@goodwoodlu.com
  • Mailing Address: 1 Um Wangelsbierg, L-7670 Reuland, Luxembourg
  • Phone Support: +(352) 621627698