Refund policy
Order Cancellation, Right of Withdrawal and Handling of Non-Conformities
1. Made-to-Order Products
Goodwool products are made after the order is received and are manufactured on the basis of the vehicle's characteristics, the instructions, the choices and any customizations requested by the Customer.As these are products made to measure and clearly personalized according to the Customer's specifications, the right of withdrawal provided for distance purchases does not apply.
The exclusion of the right of withdrawal does not in any way limit the Customer's rights relating to the legal guarantee of conformity.
2. Order Cancellation Request
The Customer may submit an order cancellation request through their personal account area or by contacting Goodwool customer service.Submitting a request does not result in the automatic cancellation of the order. Each request is reviewed based on the current stage of production.
Goodwool may accept the cancellation only when production of the product has not yet started.
Once the order has entered production, the cancellation request cannot be accepted, as sourcing, cutting, manufacturing or personalization activities specifically relating to the Customer's order have already begun.
If the cancellation is accepted, Goodwool will refund the amounts paid using, where possible, the same payment method used for the purchase.
As orders are processed promptly, the Customer is encouraged to submit any cancellation request as quickly as possible.
3. Returns Due to Change of Mind
As Goodwool products are made to measure and clearly personalized according to the Customer's specifications, they cannot be returned due to a change of mind, change of preference, incorrect selection of colors or materials duly approved, or for any other reason not attributable to a defect or non-conformity of the product.4. Fit, Manufacturing or Conformity Issues
Should the product received present a defect, a manufacturing error, a fit issue or a characteristic that does not conform to the confirmed order, the Customer must contact Goodwool providing:- the order number;
- a description of the issue encountered;
- photographs or other documentation useful to assess it;
The product will be corrected, adjusted, repaired or replaced, according to the applicable remedy and in compliance with the regulations on the legal guarantee of conformity.
The operations recognized as necessary to restore the product's conformity will be carried out at no cost to the Customer.
Where correction or replacement is not possible, cannot be carried out within a reasonable time, or would cause significant inconvenience to the Customer, the further remedies provided for by applicable law will apply.
5. Limitations
Goodwool may require a technical assessment before authorizing the collection of, or any intervention on, the product.The following will not be considered defects or non-conformities:
- the normal variations of natural or handcrafted materials;
- minor color differences due to screen settings or photographic rendering;
- damage caused by improper use, incorrect maintenance or failure to follow the instructions;
- issues arising from information, measurements or vehicle characteristics communicated inaccurately or incompletely by the Customer;