Shipping & Returns Policy — Enjoy The wood B2B

Shipping & Returns Policy — Enjoy The wood B2B

  1. Scope and applicability
    This Shipping & Returns Policy applies to all orders placed through the Enjoy The wood B2B Shopify store. It operates together with our Terms & Conditions. By placing an order you accept these terms.
  2. Incoterms, default responsibility & special terms
    2.1 Default Incoterm — DAP
  • Default shipping term: DAP (Delivered at Place). We arrange and pay for carriage to the named place of delivery. Risk transfers to the buyer at the named place of delivery. Buyer is responsible for import clearance, customs formalities, duties, VAT, and any local taxes unless DDP is agreed in writing.
  • If an Incoterm is not specified on the order confirmation, DAP applies.

2.2 Optional DDP (EU & USA only)

  • DDP is available only for EU and USA shipments, after prior request and written agreement with a confirmed DDP quote. DDP pricing (duties, taxes, customs clearance) is added to the order total and must be agreed before payment.
  1. Fulfillment locations & origin disclosure
  • We operate multiple fulfillment locations. Most inventory is stocked in our Ukrainian warehouse; we also ship from our USA warehouse.
  • Orders are fulfilled from the first available warehouse unless the buyer requests a specific origin in writing and we confirm availability.
  • To ensure  shipment from USA warehouse, contact sales/support before ordering; we will confirm availability and any price/lead-time differences.
  1. Order processing and payment rules
    4.1 Draft orders and payment
  • Orders placed but not paid remain in draft status and are not processed internally.
  • Use “Choose payment method later” at checkout to submit an order for sales review. This does not start fulfillment; sales will contact you to confirm payment terms and processing.
  • Orders left in "PAY NOW" draft status will not be processed until payment is cleared or sales confirms manual terms.

4.2 Accepted payment methods

  • We accept PayPal, major credit cards (Visa/Mastercard), ACH (where applicable), and SWIFT bank transfers. For large orders  we will need to receive the Bank transfer payment.  Payment options depend on order value and destination and will be confirmed by sales.

4.3 Invoicing and proforma

  • Proforma invoices are available on request for Wire Transwers and SWIFT payments. Commercial invoices are issued at dispatch unless otherwise agreed.
  1. Shipping methods, lead times & costs
    5.1 Shipping methods shown at checkout
  • Regular Delivery — standard courier services (parcel/pallet depending on size).
  • To be calculated before payment — select this for large-volume shipments (pallets, containers, or freight that exceeds courier capabilities). After the order is placed we will provide a freight quote (truck, sea, or air) for approval prior to payment.

5.2 Typical lead times

  • USA warehouse (air/parcel): approx. 1 week from order to delivery for most destinations.
  • Ukraine (air/parcel): approx. 2–3 weeks from order to delivery for most destinations (customs clearance included in many routes).
  • Ukraine → sea (container): approx. 2–3 months from order to delivery (port-to-port / door-to-door depends on service).
  • These are estimates only; transit times vary by carrier, route, customs, and external events.

5.3 Shipping cost calculation

  • Small orders: shipping costs are automatically calculated at checkout using carrier tariffs.
  • Large-volume freight: select “To be calculated before payment”; our logistics team will calculate costs and propose transport modes and tariffs prior to payment. Final freight cost is binding only after buyer approval.
  1. Insurance
    6.1 Default insurance policy
  • For shipments under DAP, we provide transit insurance by default up to the full invoice value to the agreed named place of delivery.
  • Insurance covers loss or physical damage during carriage up to the named place of delivery subject to insurer terms and exclusions.

6.2 Insurance under DDP

  • For shipments under DDP, default insurance remains provided by the seller and is included in the DDP pricing unless otherwise agreed.

6.3 Additional insurance & high-value shipments

  • If buyer requires a specific declared value, higher cover, or special insurance wording, the buyer must request this prior to shipment. Additional insurance costs will be charged to the buyer.

6.4 Limitations

  • Insurance claims are governed by the insurer’s policy terms. Claims require strict documentation and compliance with carrier/insurer procedures.
  1. Customs, duties & taxes
    7.1 DAP (default)
  • Under DAP, buyer is responsible for import clearance, duties, taxes (including VAT), and brokerage fees unless DDP is agreed.
  • Buyer must provide any documents or local authorizations required for customs clearance and cooperate with customs brokers.

7.2 DDP (if agreed)

  • Under DDP, seller arranges import clearance and pays duties and taxes as included in the quoted DDP price. Any subsequent customs re-assessments that produce additional charges will be for the buyer unless otherwise agreed in writing.

7.3 Brokerage arrangements

  • If seller arranges brokerage on buyer’s behalf under DAP, buyer will be invoiced for any brokerage fees, advances, or local charges paid by seller.
  1. Returns, cancellations & refused shipments
    8.1 Returns — Ukraine origin (no returns)
  • Due to Ukrainian export procedures and legislation, items shipped from our Ukrainian warehouse are NOT eligible for return or refund unless a written exception was granted prior to purchase. This applies to parcel, pallet, and container shipments originating in Ukraine.

8.2 Returns — other origins

  • Returns may be accepted for orders shipped from our USA warehouse or other eligible origins only if pre-authorized and in accordance with our Returns Policy. Pre-authorized returns will include return shipping instructions, a return address, and any restocking fees.

8.3 Order cancellations & modifications

  • Orders may be modified or canceled only before production or shipment begins. If an order has entered production, modification or cancellation is possible and may incur fees. Contact your account manager immediately to request changes.

8.4 Refused or uncollected shipments

  • If a shipment is refused at delivery or uncollected, return-to-origin and associated fees (including duties, freight, storage and re-delivery) will be charged to the buyer unless refusal was due to proven seller error.
  1. DOA (Dead on Arrival) & Warranty (Manufacturer Policy incorporated)
    This section incorporates the Manufacturer’s Warranty Policy. The Warranty becomes effective on the date of purchase of the product.

9.1 General statement

  • The Manufacturer is responsible for defects proven to result from manufacturing faults. Unless expressly stated otherwise, the Manufacturer provides a Dead on Arrival (DOA) warranty for decor products .
  • 9.2 DOA coverage & timeframe
  • DOA warranty applies for 15 calendar days from the date of receipt for defects observable at delivery or first unpacking. Covered issues include:
    • Manufacturing mistakes affecting product specification or quality;
    • Obvious visible defects (finish, assembly problems);
    • Missing parts or incomplete package contents;
    • Broken, cracked, or visibly damaged parts caused by manufacturing defects.
  • Transit damage coverage (wholesale customers only) applies only when delivery terms are DAP or DDP and the damage is proven to have occurred before handover to the end customer. Transit-damage claims must be submitted within 7 working days of receipt.

9.3 LED products — 1-year limited warranty

  • A separate 1-year limited warranty (from date of purchase) applies to:
    • LED mechanisms of LED maps; and
    • Application connection of LED maps.
  • Coverage requires correct installation/use, no signs of overvoltage, no unauthorized modification, and compliance with specified operating conditions. Remedies may include replacement parts after review.

9.4 Evidence required for claims

  • For manufacturing defects and missing parts, buyer must provide:
    • Clear photos of the product and defect;
    • Clear photos of all affected parts and full package contents;
    • A short written description of the issue; and
    • Manufacturer part number visible on the transport box (if available).
  • For transit damage claimed by wholesale customers under DAP or DDP, buyer must provide:
    • Video of unpacking transport packaging;
    • Photos of outer packaging and inner packaging (if applicable);
    • Photos of damaged items inside; and
    • Evidence recorded at the place of delivery as specified in the agreement.
    • Number of the manufactures item (usually placed in the transport box)
  • Insufficient evidence may lead to claim rejection.

9.5 Claim review & remedies

  • If the Manufacturer confirms a valid claim, remedies include:
    • Replacement of missing parts;
    • Replacement of damaged/defective parts;
    • Replacement of the product; or
    • Another reasonable solution (repair or credit) depending on the case.
  • Refunds are only issued where expressly agreed in writing and subject to our Returns Policy and Incoterm conditions.

9.6 Exclusions (not considered defects)
The warranty does not cover:

  • Natural wood texture, grain or tone variations;
  • Minor variations in material tone or surface texture;
  • Cut marks on non-front or reverse side;
  • Paint traces on reverse or non-front side;
  • Light surface abrasions arising from production or material characteristics;
  • Design choices visible in customer-approved mock-ups (approved visualizations are accepted design solutions and not covered for expectation mismatches).

9.7 Cases not covered by warranty
The warranty does not cover defects from:

  • Improper use, storage, handling, or installation;
  • Natural disasters, force majeure, or events beyond Manufacturer’s control;
  • Exposure to moisture, direct sunlight, or unsuitable storage conditions;
  • Unauthorized modification, repair, or interference; or
  • Any transport damage not properly documented or not covered under agreed delivery terms.
  • Not proper and not sufficient installation of the product including weak adhesion of the product to the wall because of the uneven wall.

9.8 Storage & operating conditions

  • Standard products: storage temperature −10°C to +30°C; humidity ≤60%.
  • LED maps: operating temp +18°C to +25°C; humidity 40–60%; no exposure to water or direct sunlight.

9.9 Limitation of liability under warranty

  • No other warranties apply except those expressly stated. Manufacturer will not compensate for indirect, consequential, or special damages, lost profits, or moral damages.
  1. Claims process & timelines
    10.1 How to submit a claim
  • Submit claims to your account manager or email: [Info()b2benjoythewood.com]. Include order number, delivery date, photos/videos, and a short description.

10.2 Acknowledgement & review

  • We will acknowledge receipt of a complete claim within 3 business days and provide an initial assessment or instructions within 10 business days where possible.

10.3 Carrier & insurer claims

  • For carrier/insurer claims, either the seller or buyer may submit the claim depending on the Incoterm and insurance arrangements. Cooperation and prompt documentation are required. Carrier/insurer settlement timelines are outside our control.
  1. Liability limitations & indemnity
  • Our liability for any claim related to shipment, loss, damage, or product defects is limited to the order value for the affected shipment. We are not liable for indirect, incidental, punitive, or consequential damages (including lost profits).
  • Buyer agrees to indemnify and hold seller harmless from claims arising from buyer’s failure to comply with import regulations, misuse, improper storage/installation, or mis-declaration of import information.
  1. Export controls & prohibited destinations
  • Buyer is responsible for ensuring goods may be legally imported into the destination country. We reserve the right to refuse to ship to destinations subject to sanctions, export controls, or where required export/import licenses cannot be obtained.
  1. Packaging, labeling & documentation
  • We provide standard commercial packaging suitable for international transport. Special packaging, labelling, or documentation requests (HS codes, certificates of origin) must be requested and agreed prior to order confirmation and may incur additional charges.
  1. Force majeure
  • We are not liable for delays or failures caused by events beyond reasonable control (natural disasters, strikes, war, pandemics, carrier disruptions, government actions). We will notify affected buyers where possible and propose alternatives when reasonable.
  1. Notices & contact
  • For shipping quotes, logistics questions, DDP pricing requests, or claims contact your account manager  via whatsapp messenger +380636580767
  • For urgent matters include the order number and delivery date in your message.
  1. Changes to this policy
  • We may update this policy from time to time. Updated versions will be posted on this page with a new “Last updated” date. Continued use of the site after posting changes constitutes acceptance.
    Last updated 12.07.2026