Business information

CORRESPONDENCE ADDRESS ONLY

WoodUpp Ltd

Mail: pm@woodupp.co.uk

Tel: +44 (0) 208 089 9996

Address: WoodUpp Ltd

Unit A1, Daygard Logistics

Motherwell Way

West Thurrock, Essex

RM20 3XD, UK

Vat number: GB3402 63044

Company number: 12289049

 

Ordering and payment

The price at the moment of placing an order is the relevant price for the transaction. Should there be any alterations in price following to your purchase, we regret to inform you that we cannot offer the revised lower price.

WoodUpp retains the authority to rectify printing errors, pricing discrepancies, adjustments in VAT and taxes, as well as manage sold-out items and delivery issues from our suppliers.

 

Online Calculator

Please note that our online calculator is intended solely as a guide and should not be considered a precise measurement tool. It does not account for any potential wastage that may occur when cutting full-size panels to fit your desired wall size. The actual number of panels needed may vary based on how they are cut and also the specific aesthetic you wish to achieve. Therefore, we recommend using the calculator as a rough estimate and suggest purchasing slightly more or less panels, depending on your project's requirements. It is essential to understand that the calculator is meant to assist you in your planning process and at this point is not a substitute for professional advice or judgment.

 

Order

Once you have placed an order, you will receive an online confirmation.

Should you not receive this confirmation within 24 hours, you should contact us.

You will receive an email the same day we ship your order.

When you shop with woodupp.co.uk, agreements are made in English.

If you would like to receive a new copy of your order confirmation please send us an email at pm@woodupp.co.uk

 

Right to cancel

WoodUpp UK reserves the right, at our sole discretion, to limit the quantity of items purchased per person, per household or per order. Additionally these restrictions may be applicable to orders that use the same billing and/or shipping address. WoodUpp UK reserves the right to cancel any order without warning or notification for any reason.

 

Panels and Samples

To ensure complete satisfaction, we highly recommended ordering a sample prior to placing an order for panels. Please be aware that the colours of the panels displayed on computer screens may vary due to differences in computer resolutions and settings. We strive to provide accurate representations of our products, but we cannot guarantee an exact colour match on digital devices. Additionally, as wood is a natural product, the tonal colours and textures of the wood may differ from the sample received. All products labeled as "rustic" will exhibit the inherent characteristics of wood, such as knots, open knots, pips, cracks, splits, and medullary ray. While we make every effort to provide accurate representations, these natural variations contribute to the unique charm and character of the wood.

Panels of the same colour ordered in different lengths, or produced at different times, may originate from different production batches. As a result, tonal and visual differences may occur between panels of the same colour. WoodUpp does not guarantee an exact visual match between products from different batches, production runs, or size variations.

It's important to note that not all samples will show the true character of the wood. By ordering a sample, customers can assess the actual colours, textures, and natural characteristics of the panels before making a final decision. Please note that there may be slight variations in colour, texture, and appearance between the sample and the actual product, and by the ordering products from us, customers acknowledge and accepts that natural variation and batch differences are an inherent characteristic of the product.

As wood is a natural material, please be aware that running fabric or hands across the surface of the panels may cause splintering or catch fibres from the fabric. This is a characteristic of the material and should be taken into consideration when handling and maintaining the panels.

To preserve the natural look and feel of the wood, our panels are not treated or coated. Applying finishes can alter the colour, texture, and overall appearance, taking away from the authentic character of the material.

Wood is a natural material and, as such, will change in appearance over time. Exposure to air (oxidation) and UV light can cause the colour of wood to darken, lighten, or otherwise alter. These changes are a natural part of the aging process and are not considered defects.

The longer you have your wood products, the more variation may become apparent. This includes any samples you may have previously received. For this reason, we strongly recommend requesting fresh samples if your original ones have been in your possession for an extended period of time, to ensure you are viewing the most accurate representation of our current finishes.

Payment

We offer several possible payment methods.

The most secure and the form of payment we recommend to all customers is to pay with a payment card.

We accept the following card types:

• Visa

• Visa Electron

• MasterCard

• MasterCard Debit.

• Maestro

Not all voucher codes are valid with every product.

 

Online payment by card

When paying with an electronic payment card, the amount is only deducted once the goods have been dispatched.

Payment is made via a secure and encrypted SSL (Secure Socket Layer) connection. This means that your card details cannot be read by outsiders.

When you shop with a debit card, we reserve the right to verify that the personal information provided is true.

Coupon Codes & Promotions

(Marketing campaigns do not apply to business customers.)

WoodUpp Ltd reserves the right to change or withdraw any coupon codes at our discretion and without prior notice. Additionally, please note that coupon codes cannot be used in conjunction with sale items or discounts, unless specified.

All coupon codes issued are promotional in nature and hold no inherent monetary or cash value. Coupon codes are strictly non-transferable and are intended for use solely by the recipient to whom they were issued. They may not be sold, exchanged, or assigned to another individual or entity. Misuse of coupon codes, including but not limited to unauthorised transfers or attempts to redeem for cash, will result in the immediate invalidation of the coupon and may lead to further restrictions on the account associated with such misuse.

Coupon codes must be applied at the time of purchase and cannot be used retroactively. Discounts and coupon codes are not valid on orders that have already been placed, completed, or dispatched. Unless stated otherwise, all coupon codes are valid for 7 days from the date of issue.

We are unable to apply discounts to past transactions, under any circumstances.

Please note that the offer of two free samples is limited to a maximum of two samples per person/household and applies exclusively to Akupanel samples. This offer does not extend to Aluwood or Moss samples. If multiple orders are placed by the same person/household using this offer, we reserve the right to cancel or remove the additional orders without prior notice.

Free Products and Discounts with Minimum Purchase Value:

During special promotions, customers who spend a certain amount may qualify for extra benefits, like a free product or discount. These offers only apply during specific campaigns.

If you return part of your order and your new order total falls below the required amount to unlock the discount or free product, we’ll adjust your refund. This means your refund will be reduced by the non-discounted sales value of any free products or discounts you no longer qualify for.

For further information on promotions, please see the 'Promotional Terms & Conditions' below.

Delivery Time

Delivery times may differ depending on the product. You can find this information on the product page itself. If you have any further questions regarding delivery, or require delivery on a specific date, you can contact our customer service team.

We always send orders in incoming order. At sales, marketing events or the like, there may therefore be a longer delivery time. This will be stated on the page.

 

Shipping Costs

Our shipping price is based on weight and/or size, the exact delivery charge will be displayed during checkout. A Tracking number will always be sent if one is available, so it is possible to follow the order from our warehouse to the agreed delivery place.

The delivery driver will only deliver the goods to the front door of the building, on the ground floor, or on the curb side of building (depending on the courier's own T&Cs). Unless this is otherwise pre-arranged and may have an additional charge depending on the access and manpower required.

Limitation of Liability

WoodUpp Ltd's liability to the customer is limited to the value of the goods supplied. We cannot be held liable for any indirect, consequential, or incidental damages arising from the delivery of goods, including but not limited to loss of trade, loss of profit, loss of revenue, labor costs, or any other financial loss incurred by the customer as a result of delays in delivery or faults with the goods supplied.

While we make every effort to ensure timely delivery and that the goods meet the specified standards, we are not liable for delays caused by circumstances beyond our control, including but not limited to transportation delays, customs delays, or issues at the supplier level. In the event that goods are found to be faulty or damaged upon receipt, our liability is limited to the replacement or repair of the goods, or at our discretion, a refund for the value of the goods supplied. Any loss or damage arising from delays or defects is excluded from our liability.

Customers should understand that any disruption to their business operations, loss of income, or other commercial consequences arising from delays, faults, or delivery issues cannot be claimed against WoodUpp Ltd, beyond the direct value of the goods purchased.

Customer Satisfaction and Return Policy

We are committed to ensuring your satisfaction with every purchase from us. Our 60-Day Returns Policy offers you the opportunity to return or exchange items under the following conditions:

Return Eligibility

• To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
• The 60-Day Returns Policy starts from the date you receive your item.
• You will have 30 days from the receipt of shipment to request a return or exchange. Once the return or exchange request has been accepted, you have a further 30 days to return the order to us.
• Only regular priced items may be refunded. Unfortunately, sale items are not eligible for a return.
• Items marked as final sale are not eligible for returns or exchanges.

Return Process

• You have 30 days from the date you receive your order to request a return or exchange.
• Once your return or exchange request is approved, you will have a further 30 days to return the item(s) to us.
• Items can only be exchanged once.

Instructions on how to Return items

• To initiate a return or exchange, please visit our return/exchange portal [here].
• Please do not send back product without requesting a return first, as the shipment won't be booked in with our warehouse and therefore could be unidentifiable or misplaced on arrival, leading to delays in your refund or exchange.
• Ensure that the item(s) you are returning are securely packaged in the original packaging.

Refunds

• Once your return is received and inspected, we will issue a refund to your original method of payment.

Return Costs

• You will need to cover the cost of your return. We without doubt suggest booking the return using Parcel2Go.

Notification of Damaged or Missing Goods:

If you receive goods that are incorrect, damaged or if any items are missing, you must inform us within 14 calendar days of receipt. We require prompt notification in order to investigate and resolve the issue. This includes being made aware of the damages before they have been altered or installed. If we are not notified within this 14 calendar day period, before any alterations or before being installed, we will be unable to offer a replacement or refund for any damaged, incorrect or missing items. 

 

Right of Withdrawal Policy

When you shop at Woodupp.co.uk, you are entitled to a 30-day right of withdrawal, allowing you to return your purchased item if you regret the purchase. Here are the detailed terms and conditions:

1. Duration:

The 30-day period starts from the day you receive the item.

If the deadline falls on a public holiday, Saturday, Constitution Day, Christmas Eve, or New Year’s Eve, it is extended to the next working day.

To exercise your right of withdrawal, notify us clearly via our online portal [here] within 30 days of receiving the item.

2. Handling of Goods:

Upon receipt, you may handle the goods only to determine their nature, properties, and functionality.

You are liable for any depreciation in the item's value due to excessive handling. Items handled beyond the necessary extent to determine their nature, properties, and functionality are considered "used", this also includes any alterations made to electrical products. Used items typically have no market value, and refunds for such items may be significantly reduced or not provided at all.

3. Return and Exchange Costs:

For straightforward returns or exchanges, you are responsible for the return shipping costs.

Comparatively, if the item is faulty or damaged, we will cover the cost to send the exchanged item to you.

4. Risk and Liability:

You bear the risk for the item from the moment it is delivered to you.

Upon return, you are responsible for ensuring the item is packed properly.

5. Non-Receipt Refusal:

Simply refusing to receive the item does not constitute a valid exercise of the right of withdrawal. Clear notification must be provided.

If you notify us of your intention to withdraw and a refund has been issued but do not return the goods, a new invoice for the refund amount will be issued and must be settled within 30 days of delivery.

By adhering to these guidelines, you can ensure a smooth process for exercising your right of withdrawal and managing returns or exchanges with Woodupp.co.uk.

 

Custom Orders

• If we have produced goods specifically for you, they will not be eligible for return.
• If a deposit has been taken and the goods have entered production, we will therefore not be able to issue a refund or credit against the deposit.

 

 

Return Address

Returned items are sent to:

Unit A1
Daygard Logistics
Motherwell Way
West Thurrock
RM20 3XD

Note: All deliveries need to be prearranged by visiting our returns portal [here], prior to delivery, or they risk being refused. .

Refund Process

Once the goods have been returned to us in accordance with our return policy, a refund will be processed.

Should you have any questions or concerns regarding the refund calculation, please do not hesitate to contact our customer service team for further assistance [here].

We appreciate your understanding and cooperation in adhering to these terms and conditions. Your satisfaction is of utmost importance to us, and we strive to provide a smooth and satisfactory shopping experience.

 

Complaint

Of course, a 24-month right of complaint is granted in accordance with the Purchase Act. Which means that you can either get the item repaired, exchanged, the money back or a reduction in the price, depending on the specific situation.

Damage to the item as a result of incorrect handling by the customer is not covered by the right of complaint. Complaint regarding defective situation must be reported to WoodUpp within a reasonable time after receipt.

Debt Collection and Legal Costs:

In the event that payment for goods is not received by the specified due date, WoodUpp Ltd reserves the right to add any costs associated with debt collection and/or legal proceedings to the outstanding invoice. These costs may include, but are not limited to, collection fees, legal fees, and any other administrative costs incurred during the recovery process. The added costs will be applied to the original invoice value.

Note! Any deliveries that require payment will be refused. Remember that the item must always be returned in the original packaging.

 

The qualifying purchase amount and promotional benefit will be specified for each individual campaign.

Unless otherwise stated, these offers:

• are available only during the applicable campaign period;
• are subject to product availability;
• cannot be exchanged for cash or an alternative monetary value;
• may not be combined with other promotional offers; and
• may be subject to country-specific eligibility requirements.

Refund Adjustments

If a customer returns part of an order and the remaining value of the order falls below the qualifying amount for a promotional discount, free product, or other promotional benefit, the Company reserves the right to adjust the refund accordingly.

Where the customer no longer qualifies for a promotional benefit, the Company may:

• deduct the value of the applicable discount from the refund;
• deduct the full retail value of any free product provided; or
• require any free product to be returned.

The resulting refund will reflect the value of the promotion the customer remains eligible to receive after the return has been processed.

Marketing campaigns do not apply to business customers unless expressly stated otherwise.

 

Contact us

If you want to contact us, you can do so by email: pm@woodupp.co.uk or phone +44 (0) 208 089 9996

 

Our terms and conditions supersede all those of anyone who purchases from us.