Returns, Refunds & Cancellation Policy
Last updated: 15 September 2026
WoodyU is the trading name of RONZ LTD.
We want our returns process to be clear, straightforward and fair. This policy explains how cancellations, returns, refunds and exchanges are handled for purchases made through WoodyU.
Nothing in this policy limits any rights you may have under applicable consumer law.
-
Cancelling Before Dispatch
If you wish to cancel your order, please contact us as soon as possible.
Where an order has not yet been dispatched, we will normally be able to cancel the order and arrange a refund to the original payment method.
If the order has already been dispatched, our cancellation and returns process will apply.
-
Your Right to Cancel an Online Order
For most goods purchased online, by telephone or other distance-selling methods, customers have a statutory 14-day cancellation period.
The cancellation period normally begins on the day after the goods are received. You should notify us within the applicable cancellation period if you wish to cancel your order.
After notifying us of cancellation, the goods should normally be returned within a further 14 days.
You can notify us of your cancellation by email or telephone. If cancellation is made by telephone, we may ask you to confirm it in writing so that there is a clear record of your request.
Your statutory cancellation rights are separate from your rights where goods are faulty or damaged.
-
Proof of Purchase
We may ask for reasonable proof of purchase, such as:
-
Your order number
-
Order confirmation
-
Sales invoice
-
Other reasonable evidence that the goods were purchased from WoodyU
Providing your order number will help us locate your order and process your request efficiently.
-
Returning Goods
Where you cancel an order under the applicable cancellation period, the goods must be returned within the required timeframe.
Customers should take care of goods while they are in their possession.
Returned goods should include:
-
All components and fittings
-
Instructions or manuals
-
Original packaging
-
Any accessories supplied with the product
Goods should not be damaged, altered or unnecessarily deteriorated.
For flat-pack furniture, please inspect the packaging, components and fittings carefully before beginning assembly.
-
Product Dimensions and Measurements
Product dimensions and measurements are provided on the relevant product listing where available.
If you are unsure about any dimensions or measurements of a product, please contact us before placing your order. We will be happy to help and provide any additional information we have available.
Customers should ensure that the dimensions of the product are suitable for their intended space and use before placing an order.
-
Return and Collection Costs
For an unwanted or change-of-mind return, the customer is responsible for the direct cost of returning the goods.
For large or bulky furniture, WoodyU may be able to arrange collection on the customer's behalf.
Where WoodyU arranges the collection, the customer will be responsible for the applicable collection cost.
The collection cost will be confirmed before the collection is arranged.
Where the customer chooses to arrange their own return, they are responsible for the direct cost of returning the goods.
There is no return or collection charge to the customer where WoodyU is responsible for the return because the goods are faulty or damaged.
-
Flat-Pack Furniture and Assembly
Customers should inspect flat-pack furniture, packaging, components and fittings before beginning assembly.
If you identify a problem, missing component or apparent damage, please contact WoodyU before proceeding with assembly wherever reasonably possible.
Assembly, use or handling beyond what is reasonably necessary to inspect the goods may affect their condition and resale value if the goods are subsequently returned under a cancellation right.
Assembly does not remove a customer's rights where goods are faulty or defective.
WoodyU will confirm whether returned furniture should be returned assembled or safely dismantled and appropriately packaged.
-
Handling and Diminished Value
Customers are entitled to handle goods to the extent reasonably necessary to establish their nature, characteristics and functionality.
Where goods have been handled beyond what would reasonably be permitted for inspection and this results in a reduction in value, WoodyU may make a proportionate deduction from any refund where permitted by law.
Examples may include:
-
Assembly or partial assembly
-
Use beyond what is reasonably necessary for inspection
-
Marks, damage or deterioration
-
Modification or alteration
-
Removing, losing or damaging components or fittings
-
Handling that materially affects the resale value of the goods
Any deduction will be assessed reasonably and proportionately based on the actual reduction in value.
Simply opening packaging or removing packaging necessary to inspect the goods does not, by itself, prevent a return.
-
Faulty or Damaged Goods
If you believe an item is faulty, damaged or defective, please contact us as soon as possible.
Please provide:
-
Order number
-
Description of the issue
-
Clear photographs or video where appropriate
-
Photographs of the packaging where relevant
Depending on the circumstances, we may offer:
-
Replacement parts
-
Repair
-
Replacement goods
-
Collection
-
Refund
-
Another appropriate solution
Where WoodyU is responsible for arranging the return of faulty or damaged goods, we will provide appropriate return or collection arrangements.
-
Proof of Condition and Damage
WoodyU may ask customers to provide clear photographs or video before a collection or return.
For an unwanted return, photographs may include:
-
The complete item
-
All sides and visible surfaces
-
Drawers, doors and moving parts
-
Components and fittings
-
Packaging where available
-
Any other relevant areas
For damaged or defective goods, photographs may include:
-
The damaged or defective area
-
Close-up photographs
-
Wider photographs showing the overall item
-
Packaging, including any visible damage
-
Product labels or identifying details
-
Components and fittings
Where possible, customers should photograph packaging before opening it if there is visible damage.
Photographs and video help us establish the condition of the goods and investigate a return or complaint. They do not replace or restrict any statutory rights where goods are genuinely faulty or damaged.
WoodyU may inspect returned goods before determining whether any deduction is appropriate for damage, missing components or diminished value.
-
Damage or Missing Parts
Customers should inspect goods as soon as reasonably possible after delivery.
If damage or missing components are identified, please contact WoodyU promptly and provide photographs where possible.
Prompt notification helps us investigate the issue and provide an appropriate solution. It does not remove statutory rights that may apply.
-
Incorrect Items
If you receive an item that differs from the item ordered, please contact WoodyU as soon as possible.
Depending on the circumstances, we may arrange collection and delivery of the correct item or another appropriate solution.
Where an item has been incorrectly supplied by WoodyU, the customer will not be responsible for the return cost.
-
Refunds
Where a refund is due following cancellation, WoodyU will process the refund in accordance with the applicable cancellation and refund requirements.
Refunds will normally be made using the original payment method.
Where applicable, the cost of standard delivery will be refunded. Any additional amount paid for a premium delivery service may not be refundable beyond the cost of the standard delivery option.
Where permitted by law, WoodyU may wait until the goods have been returned or the customer has provided appropriate evidence that the goods have been sent back before processing the refund.
Where legally permitted, a proportionate deduction may be made to reflect any reduction in value caused by handling beyond what is reasonably necessary to inspect the goods, damage, missing components or other relevant loss of value.
-
Refunds for Faulty or Damaged Goods
Where goods are confirmed to be faulty, defective or damaged, WoodyU will provide the appropriate remedy in accordance with applicable consumer rights.
Depending on the circumstances, this may include repair, replacement, replacement parts, collection or refund.
-
Collection Arrangements
Where WoodyU arranges a collection, the customer is responsible for ensuring that the goods are ready and reasonably accessible at the agreed collection time.
For large furniture, customers should ensure that:
-
The furniture is empty
-
All components and fittings are included
-
The furniture is safely accessible
-
It is on the ground floor unless otherwise agreed
-
Someone is available to assist with lifting or loading where reasonably required
Collection drivers are not normally required to dismantle furniture, move furniture downstairs or provide specialist handling unless this has been agreed in advance.
-
Exchanges
WoodyU may offer an exchange where appropriate.
For exchanges requested for convenience or change of mind where the original goods are not faulty, additional delivery or collection charges may apply.
Any applicable charge will be confirmed before the exchange is arranged.
-
Items With Restricted Returns
Certain goods may have restricted cancellation or return rights where permitted by law.
These may include goods that are:
-
Personalised
-
Customised
-
Made to order
-
Specifically manufactured or altered to the customer's requirements
Where such restrictions apply, they will be clearly identified before purchase.
Nothing in this section removes any rights that cannot legally be excluded.
-
Failed Collections
If a collection cannot be completed because the customer is unavailable or the goods are not ready or accessible, we may need to arrange a further collection.
An additional collection charge may apply for any further collection required due to the customer being unavailable or the goods not being ready or accessible.
-
Your Statutory Rights
Nothing in this policy affects your statutory rights.
Where applicable, mandatory consumer protection legislation will take precedence over any provision of this policy.
If you believe an item is faulty or damaged, please contact WoodyU so that we can assess the issue and provide the appropriate solution.
How to Cancel
WoodyU
Trading name of RONZ LTD
Email: sales@woodyu.co.uk
Telephone: 0116 2735858
You can notify us of cancellation by email or telephone.
If you wish to provide your cancellation in writing, you may use the following wording:
«I hereby give notice that I wish to cancel my contract for the following goods:
Order number:
Ordered on:
Received on:
Name:
Address:
Reason for cancellation:
Date:»
WoodyU / RONZ LTD