Returns & Refunds

We want you to inspire our wood products. If you still want to return an item or it is defective, you will find here the necessary information.

How can I return a purchased item?

In principle, goods returns are not possible. However, we accept returns of stock items in perfect condition within 14 calendar days of receiving the order. For order cancellations and returned goods that have been agreed with our sales staff, we charge a processing fee of 20% of the value of the goods as well as the actual costs incurred for the return transport.

How can I make or return or exchange a non-stock item?

We do not take back any goods that were produced on production or that are not kept in stock with us. Submitted orders for custom-made items can only be canceled or changed if the goods are not yet in production. Anstonsten the goods must be taken over and paid.

Refunds

We arrange the refund as soon as the return delivery has been received and checked. For cancellations of unsolicited items or items that have not yet been shipped but have already been invoiced, we will arrange the refund immediately upon receipt of the cancellation. The method of refund depends on the original payment method.

How long does it take to process my refund?

The refund will be processed as soon as the returned items have arrived at the warehouse of Atlas Holz AG and the condition of the items can be checked. Until the reimbursement of the amount, no more than 7 working days should pass.

What do I do if I find deficiencies in the product inspection?

Complaints and complaints of any kind will only be acknowledged if they are reported in writing no later than 5 calendar days after receipt and before each processing or assembly. Prerequisite for the complaint is that the goods are still in the place and state of delivery. In the case of justified notice of defects, the buyer has exclusively and solely the right to demand immediate replacement of the defective goods as a substitute other wary goods. If a replacement delivery can not be made if the goods are defective, the buyer is entitled to a refund of the purchase price, provided that and as soon as he has returned the defective goods. If the delivered goods are used for purposes not intended or improperly processed, any claims shall be canceled. In addition, claims for damages of the buyer are excluded except in case of gross negligence. After unused expiration of the complaint period, the delivered goods are considered flawless and approved by the buyer.

Why do not I receive my invoice with the delivery?

We usually send an invoice by e-mail within 1 to 3 working days after delivery.

If this e-mail does not arrive, or if a copy of the invoice is needed for the documents, the invoice can also be downloaded and printed directly in the shop.