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Returns and Claims

Last updated: 4 November 2026

1. Two different routes

Route	When to use it	Time limit
Quality claim — goods are damaged, defective or not as agreed	The goods do not match the specification, arrived damaged, or a batch is faulty	14 days from delivery
Non-quality return — you ordered the wrong item or ordered too much	The goods are unused and you want to return them	14 days from delivery, up to 5% of the order value

Write to sales@ewood.store in both cases. Please include your PI or order number, the batch number, photos or video, the quantity affected and a short description of the issue.

2. Quality claims — what happens

1. You notify us within 14 days of delivery, with the details above.
2. We confirm within 2 business days whether we need the goods returned, photos only, or a sample for inspection.
3. Inspection. We complete our inspection within 5 business days of receiving what we asked for.
4. Remedy. If the claim is accepted, we replace the goods or issue a credit note — our choice, after consulting you. We do not replace goods that were damaged after delivery or used incorrectly.
5. Transport costs. For accepted quality claims, we cover the reasonable cost of returning the affected goods.

3. Damage in transit

If a shipment arrives visibly damaged, please note the damage on the carrier’s delivery document and send us photos within 3 business days of delivery. We will take the matter up with the carrier and agree a replacement or credit with you.

4. Non-quality returns

We accept non-quality returns where all of the following apply:

• the goods are unused, in their original packaging, and in a resaleable condition;
• they are returned within 14 days of delivery;
• the return is up to 5% of the order value;
• you have asked for and received our written return authorisation first.

For non-quality returns, the buyer pays the return freight, and we may deduct the original outbound freight from the credit note. We issue a credit note for future orders, or a refund where agreed. Goods returned without authorisation may be refused or handled at the sender’s cost.

5. What we cannot accept back

• Private-label or customised goods, unless they are defective;
• goods that have been used, opened, altered or damaged after delivery;
• goods returned after the time limits in section 1;
• goods returned without our written authorisation.

6. The return process

1. Write to sales@ewood.store with the details in section 1.
2. We confirm the route and, where needed, issue a return authorisation, the return address and instructions by email.
3. You arrange the return shipment and send us the tracking number.
4. We inspect the goods within 5 business days of receipt.
5. We confirm the outcome by email and issue the replacement, credit note or refund.

7. Refunds and credit notes

Refunds are made by bank transfer to the account from which the payment was made, within 14 days of approval. Bank charges on the refund are borne by the receiving party. Credit notes can be set off against future orders.

8. Contact

Yiwu Haizhongsen Supply Chain Management Co., Ltd. — Yiwu, Zhejiang Province, People’s Republic of China — sales@ewood.store

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