Overview

All products are furnished by Fire and Wood Pellets BV. (“Seller”) shall be in accordance with the following terms unless otherwise stated in writing:

Inspection.

All products must be inspected within seven (7) calendar days of receipt. If any damage is discovered, a claim must be filed with the Seller and a full report of the damage must be forwarded to Seller.

Return Policy.

If your fuel is damaged, a claim must be filed with the Seller within (7) days of receipt in order to receive a replacement of the damaged goods. If a replacement is not available, a refund for only the damaged goods will be given. The damaged goods must be returned upon replacement.

Order Cancellation Policy

Buyer has (2) weeks from the date of order to cancel the order with a full refund. 

Force Majeure.

Seller shall not be liable for any delay in delivery or performance, or for non-delivery or nonperformance, in whole or in part, caused by the occurrence of any contingency beyond Seller’s control, including, without limitation, riot or other act of civil disobedience, act of a public enemy, terrorism, failure or delay in transportation, the act of any government or any agency or subdivision thereof, judicial action, labour dispute, accident, fire, flood, storm or other act of God, shortage of labour, fuel, raw material, or machinery or technical failure, where Seller has exercised ordinary care in the prevention thereof. If any such contingency occurs, Seller may allocate production and deliveries among Seller’s customers in any manner deemed reasonable by Seller.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@firewoodpellet.com

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@firewoodpellet.com and send your item to: Korte Slagenstraat 2, 4205 BT Gorinchem, Netherlands.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Returns

To return your product, you should mail your product to: Korte Slagenstraat 2, 4205 BT Gorinchem, Netherlands.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@firewoodpellet.com for questions related to refunds and returns.