Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 
Customer satisfaction is our priority. If you experience any issues with your order, such as broken or damaged parts during delivery, please contact us immediately. We are happy to assist you in resolving any problems.

Return Conditions

  • Returned products must be unused, undamaged, and in their original packaging (preferably undamaged).
  • The original invoice must be included.
  • The return shipping costs are the responsibility of the customer.

To start a return, you can contact us at wood.moss.art@gmail.com. Please note that returns will need to be sent to the following address:

Anna Chernobaieva, DOO TKE GROUP 
Istrska cesta, 90, 

6000 Koper, Slovenia 

We recommend using a trackable delivery service and ensuring that the goods are properly packaged (either in the original packaging or in suitable, secure packaging). We do not accept cash-on-delivery (ransom) shipments. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at wood.moss.art@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, special orders or personalized items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To initiate a return, the buyer must inform us in writing via the contact form within 14 days of receiving the goods and return the items within an additional 14 days.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. If the returned items are damaged, incomplete, a refund will not be possible.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at wood.moss.art@gmail.com.