Return and Cancellation Policy
We offer a 14-day return policy. This means you have 14 days after receiving your goods to request a return. A return is only possible if the item is in the same condition as when you received it – unworn or unused, with tags attached, and in the original packaging. You also need the receipt or proof of purchase.
You can initiate a return or cancellation request directly through your customer account. Log in to your account, go to “Orders”, select the relevant order, and follow the steps to submit a return or cancellation request.
If your return is accepted, we will send you instructions on how and where to send your package. Items returned to us without a prior return request cannot be accepted.
Please note that returns must be sent to the following address:
Tex-Wood Piotr Dąbrowski, Dworna 17, 16-010 Wasilków, Poland
The cost of returning the goods is borne by the buyer.
If you have any questions about returns, you can contact us anytime at shop@flexwoodsystem.com.
Damages and Defects
Please check your order immediately upon receipt and contact us promptly if the item is defective or damaged, or if you received the wrong item, so we can investigate and resolve the issue.
Exceptions / Items Excluded from Returns
Certain items cannot be returned, such as custom-made products (e.g., individually tinted colors). Please contact us if you have questions or concerns about your specific item. Gift vouchers are unfortunately excluded from returns.
Exchanges
The fastest way to get the desired item is to return the existing item and—once the return is accepted—purchase the new item separately.
European Union – 14-Day Withdrawal Period
Notwithstanding the above provisions, if the goods are shipped to the European Union, you have the right to withdraw from or return your order within 14 days without giving any reason. You can initiate the withdrawal directly through your customer account under “Orders”. As described above, the item must be in the same condition as when you received it – unworn or unused, with tags attached, and in the original packaging. You also need the receipt or proof of purchase.
The cost of returning the goods is borne by the buyer.
Refunds
We will notify you as soon as we receive and inspect your return and inform you whether the refund has been approved or not. If approved, we will refund the amount without undue delay, and no later than 14 days, to your original payment method. We may withhold the refund until we have received the goods back or you have provided proof of return—whichever is earlier. Please note that your bank or credit card company may take some time to process and credit the refund. If more than 14 days have passed since our confirmation and you have not received the refund, please contact us at shop@flexwoodsystem.com.
SAMPLE WITHDRAWAL FORM
– Contact:
shop@flexwoodsystem.com, +48 691 221 600
– Recipient:
Tex-Wood Piotr Dąbrowski, Dworna 17, 16-010 Wasilków, Poland
– Order number
– I/we hereby withdraw from the purchase contract concluded by me/us for the following goods
– Date of contract conclusion
– Date of receipt of the goods
– Name(s) of consumer(s)
– Address(es) of consumer(s)
– Signature(s) of consumer(s) (only if this form is notified on paper)
– Date
(*) Please delete as appropriate.
