Refund and Returns Policy

Return Rights for Consumers

A Consumer, as defined by Article 22(1) of the Civil Code, is entitled to withdraw from a contract within 14 days. A Consumer refers to an individual (not a company) engaging in a legal transaction with an entrepreneur that is not directly related to their business or professional activity.

Right of Withdrawal

We have a 14-day return policy, which means you have 14 days from the date of receiving your item to request a return without providing any reason. The deadline for withdrawal from the contract expires after 14 days from the date you took possession of the item or when a third party, other than the carrier and designated by you, takes possession of the item.

Eligibility for Return

To be eligible for a return, your item must be in the same condition as when you received it, unused, and in its original packaging. You will also need to provide the receipt or proof of purchase.

Initiating a Return

To start a return, you can contact us at orders@egowood.eu or complete the form below and attach it to the email. If your return is accepted, we will provide you with instructions on how and where to send your package. Unless the item is faulty or damaged, you will be responsible for covering the return shipping costs. We recommend using a reliable postal service for returns and exchanges, as we cannot be held responsible for items lost in transit.

For any return-related questions, please contact us at orders@egowood.eu.

Damages and Issues

Please inspect your order upon receipt and promptly contact us if the item is defective, damaged, or if you receive the wrong item. This will allow us to assess the issue and take appropriate corrective action.

Exceptions

Certain items may be subject to a restocking fee when returned. Our products are made to order, therefore some of our lighting ranges or custom products may be subject to a 15% restocking fee. Please reach out to us if you have any questions or concerns about a specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (or part of it depending on whether it is a full exchange), and once the return is accepted and confirmed by us, make a separate purchase for the new item. Please contact us before starting an exchange at orders@egowood.eu.

Refunds

We may withhold the return of payment until we receive the item or until proof of return is provided, depending on which event occurs first. Once we’ve received and inspected your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be automatically processed using your original payment method (excluding any additional delivery costs incurred due to your choice of delivery method other than our cheapest option). We will process the refund immediately and, in any case, no later than 14 days from the date the refund is approved. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.