Refunds
Returns, replacements, and how we handle issues.
Our approach
We stand behind the premium quality of our firewood, coconut, and biomass products. If your order arrives damaged or fails to meet reasonable expectations, we will make it right.
Returns
Due to the heavy and consumable nature of our biomass products, we generally do not accept returns for buyer's remorse. However, if there is a fundamental defect with your delivery (e.g., incorrect grade of wood or critical moisture issues), you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
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.
Exchanges & Replacements
We only replace items if they are defective or damaged in transit. If you need to exchange it for the same item, send us an email at support@flamewood.com and we will organize a freight pickup coordinate.
Shipping Returns
You will be responsible for paying for your own shipping costs for returning your item unless the return is due to our error. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.