Refund Policy

At Farwinger, we want you to love our carefully crafted geometric wooden shapes and interior accessories as much as we do. If you’re not completely satisfied with your purchase, we’re here to help.

30-Day Return Policy
We offer a 30-day return policy, giving you 30 days from the date you receive your item to request a return.

Eligibility for Returns
To be eligible for a return:

  • Items must be unused, undamaged, and in their original packaging.
  • All accessories and tags (if applicable) must be intact.
  • You’ll need to provide the receipt or proof of purchase.

Non-Returnable Items
Unfortunately, we cannot accept returns on:

  • Custom or personalized items, including bespoke wooden shapes or accessories.
  • Clearance or final-sale items.
  • Gift cards.

Damages and Issues
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately at michael@farwinger.com with your order number and photos of the issue. We’ll work quickly to resolve the problem by offering a replacement, repair, or refund.

How to Start a Return
To initiate a return, email michael@farwinger.com with your order number and details about the item(s) you wish to return. If approved, we’ll send you a return shipping label and instructions on how to proceed.

Please note:

  • Items returned without prior authorization will not be accepted.
  • Return shipping costs may apply for non-damaged or non-defective items.

Return Address
Send your approved returns to:

Farwinger
Unit E3
OYO Business Park
Park Lane
B35 6AN
Birmingham
United Kingdom

Exchanges
If you’d like to exchange an item, the fastest way is to return your original purchase (if eligible) and place a new order for the desired product.

European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, you are entitled to cancel or return your order within 14 days for any reason. To qualify, the item must meet the same return conditions outlined above.

Refunds
Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original payment method within 10 business days.

Please note:

  • Refund times may vary depending on your bank or credit card provider.
  • If more than 15 business days have passed since your refund was approved, please contact us at michael@farwinger.com.

If you have any questions about our returns policy or need assistance, feel free to reach out to us at michael@farwinger.com.

Or contact us directly at contact@farwinger.com

Made to Order

All Farwinger products are crafted to order. We begin work on your item as soon as your order is confirmed. Production typically takes 3–7 working days before dispatch. Please allow for this lead time when placing your order.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Bespoke & Custom Orders

Items made to your personal specification — including custom dimensions, wood species, or finish — are exempt from the 14-day cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. Once we have begun work on a bespoke order, cancellation is not possible. Please review your order details carefully before confirming.

Standard (Non-Customised) Items

If you have ordered a standard, non-customised item, you have the right to cancel within 14 days of receiving it, provided all of the following conditions are met:

  • The item has not been modified, cut, painted, treated, drilled, or otherwise altered from its original condition.
  • You notify us of your intention to return the item by emailing contact@farwinger.com before the 14-day period expires.
  • You return the item to us at your own cost, securely packaged to prevent damage in transit.
  • The item is received by us in its original, unaltered condition.

We will inspect the returned item and process your refund within 14 days of receipt. Refunds are issued to the original payment method.

Faulty or Misdescribed Items

If your item arrives faulty or does not match its description, please contact us within 30 days of delivery at contact@farwinger.com with:

  • A clear description of the fault or discrepancy
  • Photographs of the item and its packaging

We will offer a repair, replacement, or full refund as appropriate under the Consumer Rights Act 2015. Return postage costs will be covered by Farwinger in such cases.

Wood Acclimatisation — Important

All Farwinger products are made from natural solid wood. Wood is a hygroscopic material: it absorbs and releases moisture in response to its surrounding environment. This is a natural property of the material, not a manufacturing defect.

If a wooden item is exposed too quickly to a significantly different climate after delivery — for example, moving from our workshop into a dry, centrally-heated room, or arriving after an international journey — the wood may shrink, crack, or check on the surface.

Cracking or shrinkage caused by failure to follow our acclimatisation procedure is not covered under this returns policy and will not be eligible for a refund or replacement.

Please follow these steps when your order arrives:

  • Do not place the item near a radiator, underfloor heating, open fire, or any direct heat source after unpacking.
  • Do not place the item in direct sunlight immediately after unpacking.
  • International orders: your item will be wrapped in cling film before boxing to slow moisture change during transit. Do not remove the cling film immediately — leave the item inside its cardboard box in a cool, dry indoor location (away from direct sunlight and heat) for at least 48 hours before unwrapping.
  • Gradually introduce the piece to its intended environment over 5–7 days.

Full guidance is available in our Wood Acclimatisation Guide.

If you believe cracking or shrinkage is the result of a manufacturing defect rather than acclimatisation, please contact us with photographic evidence and we will assess on a case-by-case basis.

Shipping Damage

All shipments are insured via XCover shipping protection, arranged through our logistics partner SendCloud. If your item arrives damaged:

  1. If possible, note the damage on the carrier delivery note at the point of delivery.
  2. Immediately upon opening, photograph the outer packaging (all sides), the inner packaging and void fill, and the damaged item from multiple angles.
  3. Retain all original packaging — do not discard anything until your claim is fully resolved.
  4. Contact us within 48 hours at contact@farwinger.com with your photographs and order number.

Claims must be submitted to XCover within 28 days of the delivery date. Claims submitted after this window cannot be processed.