Last updated: 9 November 2026
Purpose and scope
These terms and conditions of sale govern orders for firewood, pellets, stoves and related products placed with Woodora (the "seller") from the storefront https://www.woodora.pro/.
Any order implies unreserved acceptance of these terms. They apply to consumers; business customers may be offered specific terms.
Products and prices
Prices are shown in euros, inclusive of all taxes and exclusive of delivery charges. They are given for guidance and may change with the season and supplies: the applicable price is the one confirmed by the seller when confirming the order.
Delivery charges depend on the delivery area and the quantity ordered; they are shown on the storefront and confirmed with the order. Quantities are understood according to the packaging stated (bag, pallet, stere, tonne…). Photographs are not contractual.
Ordering
The basket composed on the storefront and sent by e-mail or WhatsApp is an order request, not a purchase: no payment is requested online and the request does not yet bind the customer.
The sales contract is formed when the seller confirms the order, by telephone, e-mail or WhatsApp, stating the total amount payable including delivery and the agreed delivery slot. This confirmation constitutes acceptance of the order by both parties.
The seller may decline or adjust a request, in particular if a product is unavailable, the address is outside the delivery area or the vehicle cannot gain access; the customer is informed before any confirmation.
Delivery
Deliveries are made by the seller or its carrier in the following areas:
- Lisbon and 30km — delivery charge of 30 € incl. VAT (lead time: within 5 working days)
Beyond this area, delivery times are available on request: give us a call.
Indicative lead time: Within 5 working days, at a time agreed by phone. The precise slot is agreed with the customer at confirmation. A delay caused by bad weather, traffic conditions or force majeure gives no right to compensation, but the customer may cancel free of charge an order not delivered within a reasonable time after formal notice.
Unloading conditions: Unloaded with a pallet truck on firm ground accessible to the lorry: yard, driveway, garage. Shrink-wrapped pallets, logs loose or on pallets. The customer ensures that the delivery location is accessible to the seller's vehicle (width, height, load-bearing ground, no steep slope) and that someone is present at the agreed slot. If delivery cannot be made for a reason attributable to the customer (no access, absence), a new delivery is arranged and may incur travel charges, announced to the customer beforehand.
Payment
Payment on delivery: credit card, cheque or bank transfer. We do not accept online payment.
No payment is made on the storefront. The seller hands the customer an invoice on delivery or sends it afterwards. In the event of late payment, penalties may be applied under the conditions provided by law.
Retention of title and transfer of risk
The products remain the property of the seller until the price has been paid in full. The risk of loss or damage passes to the customer when the goods are handed over, once unloaded at the agreed spot.
Right of withdrawal
For a distance sale, the consumer has fourteen days from receipt of the products to exercise the right of withdrawal, without having to give a reason (article L221-18 of the French Consumer Code).
This right cannot however be exercised in the exceptions provided by law, in particular for goods which, after delivery and by their nature, are inseparably mixed with other items: this is the case for pellets delivered in bulk and blown into a silo, and for wood or bulk products tipped at the customer's premises, which cannot be taken back as they are. Installation services carried out with the customer's express agreement are likewise excluded once performed.
To withdraw, the customer informs the seller by an unambiguous statement (e-mail or letter). The products are returned in their original condition and packaging, with return costs borne by the customer. The seller refunds the sums paid no later than fourteen days after being informed of the decision to withdraw, and may defer the refund until the products have been recovered.
Conformity and legal guarantees
The seller is bound by the legal guarantee of conformity (articles L217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code). A customer who finds a lack of conformity may request repair or replacement of the goods or, failing that, a price reduction or cancellation of the sale.
For firewood and pellets, conformity is assessed against the stated characteristics (species, length, moisture content, certification). Heating appliances also benefit from the manufacturer's commercial warranty, whose terms are supplied with the product.
Complaints and mediation
Any complaint should be sent to the seller, preferably in writing to woodora.shopi@gmail.com or call +351 961 576 255, stating the order concerned. The seller undertakes to reply as soon as possible.
If no amicable solution is found, the consumer may use, free of charge, a consumer mediator under the conditions provided by the French Consumer Code; the mediator's contact details are provided on request.
Governing law and disputes
These terms are governed by French law. Failing an amicable settlement or mediation, any dispute falls within the jurisdiction of the competent French courts. The consumer may bring the matter, at their choice, before one of the courts with territorial jurisdiction under the Code of Civil Procedure or the court of the place where they lived when the contract was concluded.
