Refund policy

Last updated: October 17, 2026

Returns and cancellations

Every Project Redwood piece is made by hand, and we want you to love yours. If it isn't right for you, you can return it.

Where returns are accepted, items must be returned in the same condition they were received: unused and in their original packaging. We may reduce your refund if the item has been used, damaged, or handled more than necessary to judge it.

You may request a return within 14 days after your order is delivered.

Return shipping is paid by the customer. Please pack the item well; we recommend a tracked parcel.

You can request cancellation of your order until it has been shipped.

How to start a return or cancellation

Start your return or cancellation request by emailing us at projectredwood.nl@gmail.com with your order number. If your return is approved, we will let you know how and where to send your package.

Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order when you receive it and contact us within a few days if an item is defective or damaged, or if you received the wrong item. Please include photos of the item and the packaging. We will arrange a repair, a replacement or a full refund, including return shipping.

Bespoke pieces

Items made to your own specifications (bespoke commissions) cannot be returned, unless they are faulty or not as agreed.

Exchanges

European Union returns and cancellations

If you are a consumer in the European Union and purchase goods online, you have the right to cancel your order within 14 days after the day you receive your goods, for any reason, unless an exemption applies.

After you notify us that you wish to cancel, you must return the goods within 14 days.

We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

Withdrawal form

If you would like to cancel your order, you can email us the form below. Using this form is optional.

To: Project Redwood Upcycling, J.C. van Oostzanenlaan 23, 2102 AW Heemstede, the Netherlands, projectredwood.nl@gmail.com
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund within a reasonable period of time after your refund was approved, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.