Refund policy

Last updated: 1 October 2026

We want you to be happy with what you buy from us. If something is wrong, tell us and we will make it right.

1. Return Window

You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

2. Natural Wood — Please Read Before Requesting a Return

Our products are made from solid acacia wood. Every piece is cut from a different part of a different tree, and no two are identical.

The following are normal characteristics of natural wood and are not defects:

  • variation in colour and tone between pieces in the same set;
  • differences in grain pattern and direction;
  • small knots, mineral streaks and darker markings;
  • slight variation in shade compared with the photographs on our website;
  • minor variation in dimensions within normal manufacturing tolerance.

We photograph our products honestly and we tell you this in advance because it is the single most common reason people are surprised by a natural wood product. If you want pieces that match each other exactly, a natural wood set is not the right product for you, and we would rather you knew that before ordering.

Items returned for these reasons are treated as change-of-mind returns under section 5 below.

3. How to Start a Return

Please email us before sending anything back. Returns sent without prior contact cannot be processed and cannot be refunded.

Email support@wyndenhome.com with:

  • your order number;
  • the item or items concerned;
  • the reason for the return;
  • photographs, if the item arrived damaged, faulty or incorrect.

We reply within one business day. If your return is approved, we will send you return instructions and the correct return address for your order. The return address depends on the item and will be given to you at that point.

Do not send returns to the company address shown in our Terms of Service or in the website footer. That is our registered office. It cannot receive goods, and anything sent there will not reach us.

4. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, incomplete or different from what you ordered, email us within 14 days of delivery with photographs of the item and, where relevant, the packaging.

In these cases:

  • we cover everything. You will not pay return shipping and you will not be out of pocket;
  • in most cases we do not ask you to send the item back. Once we have seen the photographs we will either send a replacement or refund you in full, whichever you prefer;
  • if a return is needed, we will arrange and pay for it.

We inspect these cases individually and we err on the side of the customer.

5. Change-of-Mind Returns

If you simply no longer want the item, you may return it within the 30-day window provided it is unused and in its original packaging. This does not apply to items with personalized engraving, which are made to order and cannot be returned or exchanged — see section 6 below.

For change-of-mind returns:

  • return shipping is at your own cost and is not refundable;
  • we recommend using a tracked service, as we cannot refund items that do not reach us;
  • once the return is received and inspected, we refund the price of the item.

Because our products ship from our supplier's facility, return shipping on a change-of-mind return can be a significant cost relative to the value of the item. Please contact us before returning — in some cases we can offer a partial refund or a store credit instead, which works out better for you than paying for return shipping.

6. Non-Returnable Items

  • items with personalized engraving, once production has begun;
  • items that have been used, washed, oiled, cut or otherwise altered;
  • items returned without prior contact and a return authorisation from us;
  • items returned after the 30-day window has closed;
  • gift cards.

Engraved sets are cut with the text you supply and cannot be sold to anyone else, which is why they are excluded from change-of-mind returns. You confirm your text before you add the set to your bag, and again before checkout.

This does not affect you if an engraved set arrives damaged, faulty, or carrying text different from the text confirmed in your order. Those cases are covered in full by section 4 above: tell us within 30 days and we will replace it or refund you.

7. Order Cancellation

You may cancel your order free of charge within 12 hours of placing it, provided it has not yet been dispatched. Email support@wyndenhome.com with your order number.

Once an order has been dispatched it cannot be cancelled, but you may return it under this policy after it arrives.

8. Refunds

  • Refunds are issued to the original payment method. We cannot refund to a different card or account.
  • We process refunds within 2 business days of approval.
  • Your bank or card issuer then takes a further 5 to 10 business days to post the refund to your account. This part is outside our control.
  • Original shipping is free on all our orders, so there is no shipping charge to refund.

If more than 10 business days have passed since we confirmed your refund and you still have not received it, email us at support@wyndenhome.com and we will follow it up with our payment provider.

9. Exchanges

The fastest way to exchange an item is to return the original under this policy and place a new order for the item you want. This means you receive the replacement without waiting for the return to be processed.

If the reason for the exchange is that the item arrived damaged, faulty or incorrect, section 4 applies instead and we will send the replacement straight away.

10. Lost, Delayed or Undelivered Parcels

Every order ships with tracking. You can follow your parcel at any time on our tracking page.

  • Delayed parcels. If your order has not arrived within the delivery estimate given in our Shipping Policy, email us and we will investigate with the carrier.
  • Lost parcels. If tracking shows no movement for an extended period, or the carrier confirms the parcel is lost, we will send a replacement or issue a full refund. You choose which.
  • Marked delivered but not received. Please check with other members of your household and with neighbours, and look for a delivery notice. If it still does not turn up, contact us and we will open an enquiry with the carrier and resolve it with you.
  • Incorrect address. If a parcel is returned to sender because the delivery address supplied at checkout was incomplete or incorrect, we can re-ship it once you confirm the correct address. Please check your address carefully at checkout.

11. Before You Contact Your Bank

If you have a problem with your order, please contact us first at support@wyndenhome.com.

We answer every message, we do not argue about faulty goods, and we can usually resolve things within a day or two. A payment dispute takes weeks and leaves you without either the product or your money in the meantime.

We are a small business and we would genuinely rather fix the problem than win an argument.

12. One-Year Guarantee

Every Wynden Home piece is made from a single piece of acacia. If a piece splits, cracks or comes apart within one year of delivery under normal household use, we will replace that piece. This guarantee is separate from the 30-day return window above.

How to make a claim. Email support@wyndenhome.com with:

  • your order number;
  • clear photographs of the whole piece and a close-up of the damage;
  • a short video showing the piece from all sides, so that we can see both the damage and the condition of the surface.

We review every claim individually by email and reply within one business day. We may ask for further photographs or video. Please do not send anything back unless we ask you to.

What is covered. Splitting, cracking or breaking caused by a fault in the wood or in the way the piece was made.

What is not covered.

  • damage from a dishwasher, from soaking, or from a microwave or oven;
  • damage from being left wet instead of being dried after washing;
  • cuts, chips, dents and gouges from knives or other sharp or hard objects, and any damage that starts from them;
  • burn marks, or damage from being left in a pan over heat;
  • damage from dropping, misuse, or any use other than cooking and serving food;
  • normal wear: surface scratches, staining from strongly coloured food and gradual change of colour;
  • the natural characteristics of wood described in section 2.

Care required for the guarantee to apply.

  • wash by hand in warm water with mild soap, shortly after use;
  • dry with a towel straight after washing — do not leave the wood wet;
  • never put it in a dishwasher and never leave it to soak;
  • store it away from knives and other sharp objects that could cut the surface.

Where the photographs and video show damage from one of the causes listed above, the claim falls outside this guarantee. We will always explain our decision.

What you receive. A new piece to replace the affected one, sent at our cost. If an identical piece is no longer available, we will send the closest equivalent. This is a replacement guarantee: it is fulfilled by sending a new piece, not by a refund.

Engraved sets. Sets with personalized engraving cannot be returned or exchanged for change of mind (section 6), but they are covered by this guarantee in the same way: the affected piece is replaced. We will confirm by email whether the replacement can carry your original text.

13. Contact

Wynden Home
Customer Support
Email: support@wyndenhome.com
Support hours: Every day, 9:00 AM – 6:00 PM (GMT+4)

Operated by MK Shtange L.L.C-FZ, Meydan Free Zone, Dubai, United Arab Emirates. Licence number 2652013.01.

Nothing in this policy affects your statutory rights as a consumer under the law of your country of residence.