Returns & Claims

Something wrong with your Mo Woodwork order, or have you changed your mind? Here is what to do. The full rules are in our Terms of Sale, sections 6 and 7 (mowoodwork.com/pages/regulations).

In short:

  • Returns: 30 days from delivery, no reason needed - also for pieces made to order in the sizes, woods and finishes on our product pages. Custom pieces cannot be returned for a change of mind.
  • Return cost: you pay the direct cost, never more than a fixed maximum per piece. We refund all payments, including the original delivery cost, no later than 14 days after receiving your statement.
  • Defects: at least 2 years of statutory rights (longer where the law of your country says so). Repair or replacement at our cost, including transport.
  • Guarantee: free 5-year guarantee on the whole piece, in every country we deliver to.
  • Complaints: we reply within 14 days, usually within 5 business days.

Returns - 30 days, no reason needed

  • You have 30 days from delivery to return a standard product, including pieces made to order in the sizes, woods and finishes offered on our product pages. You can return the whole order or single pieces.
  • Custom pieces - made to your own dimensions, layout, wood or finish outside the options on our product pages - cannot be returned for a change of mind. Your rights for defects apply to them too.
  • E-mail hello@mowoodwork.com (or call +48 733 296 777) with your order number. We collect the piece, or you can send it back yourself within 14 days after telling us.
  • You may unpack, assemble and try the piece at home to see how it looks, fits and works. Assembled pieces can be returned.
  • You pay the direct cost of returning the piece, never more than the maximum amounts in our return policy.
  • We refund all payments, including the original delivery cost, no later than 14 days after receiving your statement.

Details, including the maximum return costs: Return and refund policy (mowoodwork.com/policies/refund-policy).

Defects and complaints

  • We are responsible for delivering a piece that matches the contract. For at least 2 years from delivery (longer where the law of your country says so), you have the rights given by the consumer law that applies to you.
  • How to complain. E-mail hello@mowoodwork.com with your order number, a description and, if possible, photos. You can also complain by phone or post. We confirm each complaint by e-mail. We usually reply within 5 business days, and always within 14 days.
  • What we do. You can ask us to repair or replace the piece. We pay for collection, repair or replacement, re-installation and return. If we refuse, do not fix the problem within a reasonable time, or the fault remains, you can ask for a lower price or withdraw and get your money back.
  • Spare parts (legs, hardware, drawer runners) and repair help are available from us.

Our 5-year guarantee

Every Mo Woodwork piece has our free 5-year guarantee from delivery, in every country we deliver to. It covers defects in materials and workmanship of the whole piece: the wood construction, the finish and the hardware. If a covered defect appears, you choose repair or replacement, at our cost including transport. The guarantee is on top of your statutory rights and does not limit them. Full terms: Terms of Sale, section 7 point 4.

Damaged in transport

Please look at the piece when the courier delivers it. If the packaging or the piece is damaged, note it on the courier's receipt if you can, take photos and tell us as soon as you can, ideally within 7 days. These steps help us claim from the carrier, but they are not conditions: you keep all your rights.

Natural wood

Solid wood is a natural material. Grain, knots and shade differ from piece to piece, change with light and age, and the wood moves with humidity. These natural features are normal for solid wood. If your piece differs from our description or photos by more than that, or has a defect, you have the rights described above.

If we cannot agree

Please write to us first - we try to solve every problem together with you. If we cannot settle your complaint, we confirm this to you on paper or by e-mail within 14 days. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer dispute resolution body. Consumers in Poland can ask a municipal consumer ombudsman or the Trade Inspection (Inspekcja Handlowa) for help; consumers in other EU countries can contact the European Consumer Centre in their country. You may bring a claim in the courts of the country where you live.

Contact: hello@mowoodwork.com, +48 733 296 777, Monday-Friday 8:00-16:00 Polish time. Mo Furniture s.c., ul. Targowa 7, 37-450 Stalowa Wola, Poland.