Refund and Return Policy – Premium Fire Wood Store

At Premium Fire Wood Store, we strive to ensure our customers are fully satisfied with their purchases. However, we understand that situations may arise where a return or refund is necessary. Below is our Refund and Return Policy, designed to offer clear guidance for such cases:

1. Eligibility for Returns

  • Products can be returned within 14 days of delivery, provided they are in their original condition and packaging.
  • Returns are only accepted for unused products. Firewood, wood pellets, and charcoal that have been used, partially consumed, or damaged by improper storage are not eligible for return.
  • Proof of purchase (order confirmation or receipt) must be provided for all returns.

2. Non-Returnable Items

  • Custom or bulk orders may not be eligible for return unless the product arrives damaged or defective.
  • Perishable items, such as firewood that shows signs of moisture or mold due to improper handling after delivery, are not eligible for return.

3. Damaged or Defective Products

  • If you receive a product that is damaged or defective, please contact us within 48 hours of receiving your order. We will arrange for a replacement or a full refund at no additional cost to you.
  • You may be required to provide photographic evidence of the damage or defect.

4. Refund Process

  • Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund.
  • If approved, refunds will be processed and automatically applied to your original payment method within 5-7 business days.
  • Shipping costs are non-refundable unless the return is due to a defective or incorrect product.

5. Return Shipping

  • Customers are responsible for the cost of return shipping, except in cases where the product is defective or the wrong item was delivered.
  • For large or bulk orders, we recommend using a traceable shipping method to ensure safe delivery of the returned items.

6. Exchange Policy

  • We do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired product.

7. Late or Missing Refunds

  • If you haven’t received your refund within the stated timeframe, first check with your bank or credit card company, as processing times may vary.
  • If you’ve done this and still haven’t received your refund, please contact us at [your support email] for further assistance.

For any additional questions about returns or refunds, please contact our customer support team at [your phone number or email]. We’re here to help ensure you have a great experience with Premium Fire Wood Store!