Refund policy

At Birchwood, we want you to shop with confidence. If your purchase does not meet your expectations, you may request a return within 30 days of receiving your order, subject to the conditions below.

To start a return, email support@birchwoodoutfitters.com with your order details. We will provide instructions and the correct return address. If an item arrives damaged, defective or not as described, please contact us promptly so we can help.

1. Eligible products

For change-of-mind returns, we accept only new, unopened products. Items clearly marked final sale are not eligible for change-of-mind returns. This does not limit your rights in relation to defective, damaged or misdescribed goods under applicable law.

2. Return period

Returns must be requested within 30 days of delivery.

3. Product condition

For change-of-mind returns, items must be new and unused, in their original packaging, with all original tags and accessories. We also accept returns of defective products; contact us for help even if the defect became apparent after opening or using the item.

4. How to return an item

Email us with your order number. Once your request is approved, we will send return instructions. Include your receipt or order confirmation and pack the item securely.

5. Return shipping costs

For items that arrive damaged, defective or incorrect, contact us within 30 days of delivery. Approved returns for these issues are free: Birchwood covers the return shipping costs and provides return instructions. For change-of-mind returns, the customer arranges and pays for return shipping. This does not limit any rights under applicable law.

Contact us before returning an item. We do not charge handling or restocking fees. Return shipping paid for a change-of-mind return is not reimbursed unless required by applicable law.

6. Return address

We provide the return address after approving your request. Our registered business address is not a return address. Please do not send items back before contacting us and receiving instructions.

Include your order number and a clear description of the issue. We may request photographs or additional information to help resolve your case.

7. Refunds

We process refunds within 5 business days of receiving the returned goods, using the original payment method. Your bank or payment provider may require additional time to post the credit. Shipping charges, if any were paid, are not refundable unless the return results from our error or a refund is required by applicable law.

8. Exchanges

For an exchange, return your original purchase and place a new order for the item you want.

Lost or undelivered parcels

If your parcel is lost or has not arrived, contact us with your order number. We will investigate with the carrier and arrange a replacement or refund if the parcel is confirmed lost. You do not need to return an item you have not received.

9. Contact

Our customer service team is available Monday to Friday, 9:00 a.m.–5:00 p.m. (Amsterdam time, CET/CEST). Please contact us if you need help. We normally respond within 24 hours.

Phone: +31 85 333 5321
Email: support@birchwoodoutfitters.com
Address: Hallenweg 16, 5683 CT Best, Netherlands

Nothing in this policy limits any non-waivable rights or remedies under applicable Canadian federal, provincial or territorial consumer protection laws.