Refund policy

Refund Policy - SIA "MoreWood"

RIGHT OF WITHDRAWAL (14-DAY RETURN PERIOD)

As a consumer purchasing from within the European Union, you have the right to withdraw from your purchase within 14 calendar days from the day you (or a third party you named) receive the goods, without giving any reason.

To exercise this right, you must inform us of your decision to withdraw by a clear statement, sent to supplychain@morewood.lv, before the 14-day period expires. You may use the following statement as a template:

"I hereby give notice that I withdraw from my contract for the purchase of [product], ordered on [date], order number [order number]."

After notifying us, you must then send the goods back to us without undue delay and in any event within 14 days of the day you communicated your withdrawal to us.

CONDITION OF RETURNED GOODS

Goods should be returned unopened, unused, and in their original condition and packaging, so that they can be resold. You are permitted to inspect the goods to the extent necessary to establish their nature and characteristics - as you would in a physical store - but not to use or consume them.

Please note that our products (firewood, wood pellets, and briquettes) are bulky, palletized goods sold by volume/weight. Because of their nature:

  • If pallets, bags, or netting have been opened, broken, or the product has been used, burned, or exposed to weather/moisture in a way that affects its resale condition, we may reduce your refund to reflect the diminished value of the goods, or in cases of significant use/damage, decline the return.
  • We reserve the right to inspect returned goods before processing a refund.

RETURN SHIPPING COSTS

You are responsible for the cost of returning the goods to us. Because our products are heavy, palletized goods that cannot be returned by standard post, please contact us at supplychain@morewood.lv before initiating a return so we can arrange suitable transport and confirm the estimated return shipping cost for your delivery address.

REFUNDS

Once we receive and inspect your returned goods, we will process your refund within 14 days. Refunds are issued to your original payment method and include:

  • The price paid for the returned goods.
  • The cost of the standard/cheapest delivery option we offered on your original order (as required by EU consumer protection law).

Please note:

  • If you chose a delivery option other than our cheapest standard delivery option, we will only refund the amount equivalent to the cheapest standard option - not the extra cost of the option you chose.
  • The cost of returning the goods to us (see above) is not refunded and remains your responsibility.
  • If the returned goods show signs of use, damage, or diminished value beyond what's necessary to inspect them, we may deduct an amount reflecting that loss of value from your refund.

DAMAGED OR INCORRECT ITEMS

If your order arrives damaged, faulty, or incorrect, please contact us within 2 hours of delivery at supplychain@morewood.lv with photos of the issue. In these cases, we will cover the cost of return shipping and issue a full refund or replacement, in accordance with your statutory rights as a consumer.

HOW TO START A RETURN

  1. Email supplychain@morewood.lv with your order number and reason for return.
  2. We will confirm your return and arrange collection/return transport details.
  3. Once we receive and inspect the goods, we will process your refund as described above.

CONTACT US

For any questions about returns or refunds, contact us at:

SIA "MoreWood"
Email: supplychain@morewood.lv
Address: Dzirnieku iela 26, Mārupe, Mārupes nov., LV-2167, Latvia