Refund policy

At Walnut Made, we want every purchase to become a product you truly enjoy. If your order does not meet your expectations, our team is here to help.

1. Return Policy by Region & Eligibility

We apply different return frameworks depending on your geographic location and the nature of your request:

A. European Union (EU) Customers: 14-Day Right of Withdrawal

• Unconditional Return Window: In compliance with EU consumer protection regulations, customers residing in the European Union have 14 days from the date of physical delivery to cancel and return their order without giving any reason.
• Scope: This applies to change of mind or personal preferences. Items must be in resalable condition, though trial/inspection necessary to check the nature and functioning of the goods is permitted.

B. Standard & International Customers: 30-Day Return Policy

• Standard Return Window: For customers outside the EU, or for general returns past the EU statutory window, we offer a 30-day return and exchange policy starting from the delivery date.
• Personal Reasons: For returns due to a change of mind, incorrect selection, or ordering the wrong product, return shipping costs are the responsibility of the customer.

C. Quality Issues, Damaged Items, or Incorrect Orders (All Regions)

• Products with quality flaws, transport damage, missing components, or incorrect items received are eligible for a free return or exchange service covered entirely by Walnut Made within a 30-day window.
• Special Offer Items: Items purchased through special clearance promotions or final-sale events are not eligible for personal-reason returns.

2. How to Request a Return or Exchange

To initiate a request, please contact our support team at support@walnutmade.com with the following details:

• Your order number
• Your location / country (to verify applicable policy frameworks)
• A clear description of the issue or your intent to return
• Photos or videos (strictly required for quality issues or transit damage)

Our support team will review your request and reply within 24 hours.

3. Return Process & Timeline

Once your return request is officially approved:

• A return address and localized instructions will be provided within 2 business days.
• For EU statutory withdrawals, you must ship the item back within 14 days of notifying us. For standard 30-day returns, items must be shipped within 7 days of approval.
• For exchanges, a new tracking number will be provided within 2 business days after the replacement is dispatched.

4. Important Return Conditions

5. Refund Eligibility & Deductions

Full Refund Available:

• Orders canceled before shipment.
• Valid EU 14-day statutory withdrawal returns (including initial standard shipping costs).
• Products with confirmed quality issues or transit damages.
• Incorrect products received or packages confirmed lost in transit.

Personal Reason Return Deductions:

• For standard personal-reason returns or changes of mind, return shipping fees are borne by the customer.
• If complimentary promotional gifts bundled with the order are not returned, their retail value may be deducted from the final refund.

6. Refund Processing Time & Status

• Once your returned item is received and inspected at our facility, refunds will be processed within 3 business days.
• The funds will automatically return to your original payment method. Actual arrival times depend on your bank or credit card issuer.
• If you have not received your refund within the expected timeframe, please reach out to support.