Refund policy

Return & Refund Policy

Last updated: January 5, 2026

At Bambuá, we want you to feel confident in every piece of furniture and décor you choose. If something isn’t quite right, we’re here to help. Below you’ll find our terms for returns, refunds, and warranty claims.

1. Right of Withdrawal (14 Days)

You have the right to withdraw from your purchase within 14 days of receiving your order, unless an exception applies as outlined below.

Start date
The withdrawal period begins on the day you (or a third party designated by you) receive the goods.

Multiple shipments
If your order is delivered in multiple shipments, the withdrawal period begins once the final item has been received.

To qualify for a refund following a voluntary return (e.g. change of mind), the item must be:

Unused and in the same condition as received
Returned in its original packaging
In a re-sellable condition

Return shipping costs for voluntary returns are the customer’s responsibility.

Exceptions & Supplier-Specific Conditions

Certain products are subject to different return conditions, including but not limited to:

Large furniture items
Made-to-order or personalised products
Items shipped directly from partner brands or external warehouses

For these items, returns may be accepted only in the case of damage or a manufacturing defect, in accordance with the supplier’s policy.
Any applicable restrictions will be clearly communicated on the product page and/or during checkout.

These conditions do not affect your statutory consumer rights under EU law.

2. How to Return an Item

To initiate a return, please follow these steps:

Contact us first
Email support@bambua.eu within the 14-day withdrawal period to register your return. Please do not send items back without prior approval.
Receive return instructions
We will provide the correct return address and instructions. Return acceptance and destination may vary depending on the product, warehouse, or supplier.
Pack the item securely
Items must be returned in their original packaging and adequately protected. You are responsible for any damage caused during return transit due to insufficient packaging.
Use tracked shipping
Returns must be sent using a trackable shipping method. We cannot refund items lost during return transit.

Important:
We cannot accept returns sent as Cash on Delivery (COD) or delivered to parcel shops. Returns must be delivered directly to the specified address.

3. Refunds & Possible Deductions

Once a return has been received and inspected by the relevant warehouse or supplier, we will process your refund to the original payment method.

Refund amount
You will be refunded the purchase price of the returned product, minus any applicable deductions:

Return shipping costs, if a prepaid label was provided by us
Value reduction, if the item is returned used, damaged, or without original packaging
Shipping threshold adjustment, if returning an item causes the original order value to fall below the free shipping threshold (€150). In this case, the standard shipping fee (e.g. €11.95) may be deducted from the refund

Refunds are processed only after the returned item has been accepted and approved by the relevant warehouse or supplier.

4. Damaged or Defective Items

If your order arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery.

What to do:

Inspect upon arrival
If the outer packaging is visibly damaged, note this on the delivery slip before signing, or refuse delivery.
Email us
Send clear photos of the damage and the packaging to support@bambua.eu.
Resolution
We will assess the claim and offer a replacement, repair, or refund at no cost to you.

5. Statutory 2-Year Warranty

In accordance with EU consumer law, all products sold by Bambuá are covered by a 2-year statutory warranty against manufacturing defects.

This warranty does not cover:

Normal wear and tear
Damage caused by misuse, accidents, or improper care
Damage caused by carrying or installing furniture without professional assistance (e.g. during self-managed upstairs delivery)

6. Important Specifics

Street-level delivery
Standard delivery for large furniture is curbside/street-level only, as stated at checkout. Refusing delivery because the item is not carried upstairs is considered a voluntary return. Any return shipping costs will be deducted from the refund.
Custom & made-to-order items
Made-to-order or personalised items cannot be returned unless faulty or defective.
Partner brand & dropshipped items
Some products are shipped directly from our partner brands. For these items, return acceptance may be limited to cases of damage or manufacturing defect, in accordance with the supplier’s policy. This does not affect your statutory rights.
Holiday returns
Orders placed between November 15 and December 24 may be returned or exchanged until January 15.

7. Contact

If you have any questions regarding returns, refunds, or warranty claims, please contact us. We aim to respond within 24 hours.

📧 Email: support@bambua.eu