Customer service
Returns Policy
This page explains how consumers can withdraw from a distance purchase and how returns of heavy battery, thermal-storage and other specialist equipment are handled by WodaTherm. It does not limit any mandatory rights provided by applicable law.
14-day consumer withdrawal
If you are an EU consumer buying online, you can normally notify us that you are withdrawing from the purchase within 14 days after receiving the goods. Send the notice to info@wodatherm.com with the subject “Return” and your order number.
Send the goods back
After notifying us, return the goods within 14 days. Wait for our written return instructions and return address before dispatch, especially for batteries, storage heaters, pallet shipments and other heavy or regulated goods.
Return transport costs
For a change-of-mind return, the consumer normally pays the direct return transport cost. WodaTherm covers the appropriate return transport when we supplied the wrong product or when goods are faulty or damaged and the law or agreed remedy requires us to do so.
Refund
We refund eligible payments, including the cost of our least expensive standard delivery option, within the legally required period. We may wait until the goods arrive or you provide evidence of dispatch. Any extra cost of premium or express delivery is not refundable unless required by law.
How to arrange a return
- Contact us first. Email info@wodatherm.com with the order number, product name and reason for return.
- Wait for return instructions. We will confirm the correct address, transport method and any safety requirements.
- Pack the complete product securely. Include supplied parts, accessories and documentation. Protect the product against transport damage.
- Keep dispatch evidence. Retain the carrier receipt and tracking or pallet consignment number until the return is completed.
Condition of returned goods
You may inspect goods only as far as reasonably necessary to establish their nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond that level. Return the product complete and, where reasonably possible, in its original protective packaging. This does not affect remedies for faulty or incorrectly supplied goods.
Exceptions
The consumer withdrawal right does not apply where an exception under applicable law applies, including goods made to the consumer’s specifications or clearly personalised. We will identify any relevant exception before the order becomes binding. Business-to-business returns are accepted only when agreed in writing; the statutory consumer withdrawal right does not apply to B2B purchases.
Faulty, damaged or incorrect goods
A fault, transport damage or an incorrect delivery is handled as a complaint rather than a change-of-mind return. Do not dismantle or ship unsafe equipment. See Complaints & warranty and contact us promptly with photographs and the order number.
For an overview of EU consumer rights, see the European Union’s official returns and withdrawal guidance.