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

---
*Disclaimer: This document is a template and is provided for informational purposes only. It does not constitute legal advice. Distance-selling and consumer-protection obligations for bulky/heavy goods can involve specific disclosure requirements (e.g., estimating return shipping costs upfront). You should have this policy reviewed by a qualified Latvian lawyer before publishing, to confirm it fully complies with the EU Consumer Rights Directive (2011/83/EU) and Latvian implementing law.*