At Dustfreewoodpellets, we strive to deliver high-quality firewood and a smooth, reliable customer experience. Your satisfaction is extremely important to us, and our Refunds & Returns Policy is designed to ensure fairness, transparency, and peace of mind with every order.
Eligibility for Returns
You may request a return or refund if:
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You receive damaged, defective, or poor-quality firewood
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The firewood arrives wet, moldy, or unusable
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You receive the wrong product, size, or quantity
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Your order arrives in incomplete condition
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The shipment is significantly delayed due to an issue within our control
We accept return requests within 7 days of delivery. To qualify, products must remain in their original packaging whenever possible.
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns for:
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Firewood that has already been used
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Products that have been opened, unpackaged, or mixed with other wood
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Items damaged due to improper storage after delivery
However, if the issue relates to product quality at the time of delivery, we will still assist you with a replacement or refund.
How to Request a Refund or Return
To start a return or refund request, simply contact our support team with:
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Your order number
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A brief explanation of the issue
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Clear photos or videos of the product (if applicable)
Once we receive your request, our team will respond promptly and guide you through the process.
Refund Process
After your claim is reviewed and approved, you will receive:
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A full or partial refund based on the issue
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Refunds issued through your original payment method
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Confirmation once the refund is processed
Refunds are typically completed within 3–7 business days, depending on your bank or payment provider.
Replacements & Exchanges
If you prefer, we can provide:
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A replacement of the affected product, or
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A reshipment of the correct firewood, if an error occurred during packing or delivery
Replacements are shipped as quickly as possible, often within 24–48 hours.
Return Shipping Costs
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If the issue is due to our mistake (wrong product, defective quality, damaged delivery), we cover all return shipping costs.
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If the customer changes their mind or orders the wrong item, return shipping costs may apply.
We always aim to handle each situation with fairness and understanding.
Our Commitment
Dustfreewoodpellets is dedicated to ensuring that every customer receives firewood that is clean, dry, efficient, and ready to use. If anything falls short of your expectations, we are committed to resolving it quickly and professionally.