Refund policy

Last updated: 9 February 2026

This Refund & Cancellation Policy applies to all purchases made from Woodera Ltd (“we”, “us”, “our”).

 

1. Made-to-Order Products

All Woodera buildings are made to order and manufactured in accordance with the customer’s individual specifications, which may include size, layout, materials, finishes, configuration, and optional features.

Accordingly, Woodera products constitute custom-made goods for the purposes of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

 

2. Cancellation Before Manufacture

Customers may request cancellation of an order before manufacture has commenced.

For the purposes of this Policy, manufacture is deemed to have commenced once any of the following has occurred:

  • final design approval has been provided by the customer;
  • materials have been ordered or allocated to the order;
  • production scheduling or fabrication has begun.

Where cancellation is accepted prior to manufacture:

  • any refund issued may be reduced to reflect reasonable costs already incurred, including (without limitation) design work, materials, supplier orders, production preparation and administrative costs.

 

3. Deposits

Where a deposit has been paid:

  • deposits are non-refundable once manufacture has commenced;
  • prior to manufacture, deposits may be refundable less any reasonable costs already incurred, as set out above.

 

4. No Right to Cancel or Return After Manufacture

Once manufacture has commenced, orders cannot be cancelled or returned due to change of mind, personal circumstances, timing considerations, or site readiness issues.

This applies whether or not the product has been delivered or installed.

 

5. Delivery, Installation & Site Access

Customers are responsible for ensuring that the installation site is accessible, suitable and ready in accordance with any guidance provided by Woodera.

Failure to provide suitable access or site readiness does not automatically entitle the customer to cancellation or refund. Additional costs arising from delays, failed deliveries or aborted installations may apply.

 

6. Faulty, Damaged or Non-Conforming Goods

Nothing in this Policy affects your statutory rights under the Consumer Rights Act 2015.

If a product is faulty, damaged, not as described, or installed without reasonable care and skill, you may be entitled to repair, replacement or refund, as appropriate.

Any issues must be reported as soon as reasonably practicable following delivery or installation.

 

7. Inspection on Delivery and Installation

Customers must inspect their order upon delivery and/or completion of installation and notify Woodera promptly of any visible defects or issues.

 

8. European Union Customers

Where goods are supplied to customers within the European Union, the 14-day cancellation right under EU consumer law does not apply to custom-made goods manufactured to the customer’s specifications.

 

9. Refund Processing

Where a refund is agreed, refunds will be issued to the original payment method within a reasonable timeframe, subject to payment provider processing times.

 

10. Contact

For cancellation or refund enquiries, please contact:
Email: info@woodera.co.uk