Terms of sale and delivery

The following conditions apply in cases where no other written agreements have been concluded between you as a buyer and Woodupp.co.uk

General Information

Correspondence Address Only

WoodUpp Ltd
Grangewood House
Oakwood Hill
Loughton, Essex
IG10 3TZ
United Kingdom

Payment

www.woodupp.co.uk accept the following payment methods:

  • Visa, Mastercard, American Express, Maestro & UnionPay
  • Apple Pay
  • Google Pay
  • Shop Pay

All transactions are processed securely via Shopify Payments.

All prices include VAT and other duties. Prices are current prices.

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.

WoodUpp Ltd 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.

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.

Delivery

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.

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.

Return Policy

These rules apply only to sales to consumers, unless otherwise agreed.

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. Once the return 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.
  • Once your return request is approved, you will have a further 30 days to return the item(s) to us.

Instructions on how to Return items

  • To initiate a return, please visit our return 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 or ParcelHero.

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.

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.

The Condition of The Item When You Send it Back

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In other words, you can try the product in the same way as if you tried it in a physical store. If the product has been tested in addition to what is described above, we consider it to be used, which means that you will receive only part or nothing of the purchase amount, depending on the commercial value of the item.

In order to receive the entire purchase amount, you must do the same as you can in a physical shop. You are allowed to test the product, but do not take it in real use. If a product has been used, the depreciation will be deducted from your refund. Therefore, be sure to keep the protective foil on the goods until you are sure that you will not make use of the right of cancellation.

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.

Campaign Bonus Terms

(Marketing campaigns don’t 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.

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 applies during specific campaigns.

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.

Refund Adjustments:

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.

Complaints

Deficiency rules of the purchasing law can be applied to purchases of goods. When you shop at www.woodupp.co.uk you have 24 months warranty. This means that you can either get the item repaired, exchanged, the money back or a discount in the price, depending on the specific situation. It is a requirement that the complaint is justified and that the defect has not arisen as a result of improper use of the product or other harmful behaviour.

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. If we are not notified within this 14 calendar day period, we will be unable to offer a replacement or refund for any damaged or missing items.

If you want to complain about your purchase, please contact our customer support via pm@woodupp.co.uk, or 0208089996.

Privacy Policy

To make a purchase with us at www.woodupp.co.uk we need the following information: Name, address, phone number, and e-mail address. We register your personal information with the purpose of delivering the item to you.

The personal information is registered at WoodUpp and stored for five years, after which the information is deleted. When personal information is collected via our website we ensure it always happens with your express consent, so you have been informed which information is being collected and why. WoodUpp A/S have access to the registered information about you.

The company in charge of data at woodupp.co.uk is Woodupp A/S. Information submitted to www.woodupp.co.uk is in no way disclosed or sold to a third party, and we register no sensitive personal information.

By assigning to newsletters we register your given e-mail address. The e-mail address is not disclosed to others. When registered at WoodUpp A/S you always have the right to object against the registration. You also have the right to insight in which information is registered about you. You have these rights by the GDPR act and enquiries regarding this should be directed to WoodUpp A/S via e-mail pm@woodupp.co.uk

We understand and respect the importance of privacy on the internet. We will not disclose information about customers/users to third parties, unless it is necessary to implement a transaction. We will not sell your name, address, e-mail address, credit card or personal data to any third parties without your prior consent. Read more here

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.

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