We offer free returns within the European Union. If your purchase doesn’t meet your expectations, you can return it free of charge within 30 days of delivery in the EU.

For orders outside the EU, the customer is responsible for return shipping costs.

To return a product, please contact our customer support team via email at info@fitwood.com. Be sure to include your name, order number, and the products you wish to return. Our team will provide further instructions on the return process, including shipping details.

1. Consumers have a return and exchange right covering a 30-day period (including weekends and holidays), not including collection day starting immediately from the date the package was delivered or collected. For example, if the 30th day is on a Saturday, the item must be shipped or brought in no later than the following Monday.

Free returns apply only to orders delivered within the European Union.
For orders outside the EU, the customer is responsible for return shipping costs to our warehouse.

2. The right to return mail-order items applies only to unused and saleable products. During the return period, the consumer has the right to examine and try out the product in the same way as they could when purchasing the item in-store. The consumer may also open the packaging to inspect and test the item without losing their right to cancel the purchase. However, they may not use the item. If the returned product has visible signs of use—such as drilled holes or other wear—we may not be able to provide a full refund. In such cases, the condition of the product will be evaluated, and the refund may be reduced at least 15% depending on the extent of the damage.

3. The right to return does not apply to products that cannot be sold once opened.

4. For business customers there is no right of return or right to cancel orders on specific products.

5. The date of purchase or collection is considered to be the day on which the package was delivered or collected from the transportation company, or alternatively, the date on the receipt. The customer is obliged to prove the date on which the package has been received, by using, for example, transport company’s waybill.

6. If, in an exceptional circumstance, FitWood Ltd. accepts an unsaleable or incomplete item, or the return period is exceeded, at least 25% of the product’s price will be deducted.

7. Definitions of acceptable condition for product returns:

a) Item is in the original packaging (well-packed) without any additional markings or scratches.

b) It is accompanied by a copy of the receipt or a dispatch note.

c) The return is made no later than 30 days from date of delivery.

8. The cost of ineligible returns is charged to the customer according to the current price list. This applies, for example, if the customer fails to pick up the product in time or does not provide the necessary information for customs clearance by the required deadline.

9. Incomplete returns will be sent back at the customer’s expense.

10. In case of a partial return, any discount applied may be removed if the total value of the order falls below the campaign's minimum required amount. Additionally, if the order included a complimentary item, it must be returned if the order or its value no longer meets the promotion's terms.

11. The right to return a product is always specific to each item. A possible delivery delay of one product does not extend the return period for another product.

12. We do not redeem unpaid, cash-on-delivery, or credit-package shipments (returns or warranty repairs). Returns and warranty shipments must be sent to FitWood Ltd. as a customer return according to the instructions provided by FitWood Ltd.'s customer service.

13. When a customer ships a return to FitWood Ltd., the product must be packed securely and in a durable manner, preferably in its original packaging or equivalent. If the return is packaged inadequately or in packaging significantly larger than necessary, resulting in additional shipping or handling charges by the carrier, FitWood Ltd. reserves the right to deduct such extra costs from the refund. FitWood Ltd. may also refuse the return if the product is not properly packaged and is damaged during transport.

14. Products that have been delivered incompletely or without reason for warranty service will be sent back at the customer’s expense.

15. The cost of ineligible returns are charged to the customer according to the current price list. Returns are considered ineligible if the product is intact, it is not covered by the warranty or return period, or the terms of the return or warranty repair are not otherwise met. Searching for a defective product / part within a package results in a separate fee. We will also charge for third-party expenses not covered by the warranty, such as repair estimates.

16. The original shipping cost from our warehouse to the customer will not be refunded in the case of a return.