On this page
1. Overview
We sell firewood, biomass, and coconut products that are heavy, often bulk, and sometimes naturally variable. This policy explains how we handle refunds, returns, and replacements while staying practical for both you and our logistics partners.
Our goal is simple: if something arrives wrong, damaged, or materially different from what you ordered, we will work with you to fix it — usually through a replacement, partial refund, or full refund where appropriate.
2. When we can help
We typically offer a remedy when:
- Damage in transit — visible crushing, soaking, or breakage that makes the product unfit for reasonable use.
- Wrong item or grade — you received a different product, pack size, or grade than shown on your order confirmation.
- Critical quality failure — for example, moisture or contamination that falls clearly outside what we describe for that SKU, where you report it in time (see below).
Please inspect deliveries on arrival where possible. For bulk drops, photograph packaging labels and the issue so we can verify with the carrier if needed.
3. What we generally don’t refund
Because of the nature of our products, we don’t accept returns for:
- Change of mind or “buyer’s remorse” after delivery.
- Minor colour, texture, or weight variation that is normal for natural biomass or coir, within stated tolerances.
- Issues reported after the window below, unless we agree otherwise in writing.
- Problems caused after delivery (e.g. improper storage outdoors without cover) unless we determine otherwise.
4. How to request help
Step 1 — Contact us promptly. Email support@flamewood.com with your order number, a short description, and clear photos of the issue (packaging label, damage, or wrong item).
Step 2 — Time window. For damage, wrong items, or serious quality concerns, please reach out within 7 calendar days of delivery unless a longer period is required by law. Late reports may still be reviewed case-by-case but are harder to verify with carriers.
Step 3 — Keep packaging where reasonable. We may ask you to retain bags, pallets, or labels until we confirm next steps (refund, pickup, or disposal instructions).
5. Refunds & processing time
Once we approve a refund, we aim to process it within 5–10 business days. The time for funds to appear depends on your bank or card issuer. Refunds go to the original payment method unless we agree otherwise (e.g. store credit for operational reasons).
Partial refunds may apply if only part of an order is affected or if you choose to keep usable product after we’ve agreed a fair adjustment.
6. Replacements
Where stock allows, we may offer a replacement shipment instead of a refund — especially for wrong items or transit damage. If the exact SKU is unavailable, we may offer an equivalent product at the same price or a refund for the affected line items.
7. Return shipping & pickup
For approved returns (not change-of-mind), we will usually arrange collection or provide a prepaid label where feasible. If a return is due to our error, we cover reasonable return freight. If we later find the claim was not valid under this policy, we may recover reasonable costs as permitted by law.
Original outbound shipping charges are generally non-refundable except where required by law or where the entire order is cancelled before dispatch (see below).
8. Cancellations before dispatch
If you need to cancel, contact us as soon as possible. Orders that have not yet been packed or handed to a carrier can often be cancelled for a full refund. Once fulfilment has started, cancellation may only be possible by refusing delivery or following this returns policy after receipt.
9. Contact
For refund or return questions, email support@flamewood.com or visit our Contact page. Include your order number and photos whenever possible — it helps us resolve cases faster.