📄 Return & Refund Policy
1. General Policy
We accept returns for both defective and non-defective products, subject to the conditions below. By placing an order, you agree to this policy.
2. Return Eligibility
✔️ Non-Defective Products
Customers may return non-defective items if:
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The return request is made within 7 days of delivery (international orders)
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Products are unused, unopened, and in original packaging
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Goods are in resalable condition
✔️ Defective or Damaged Products
Products may be returned or refunded if:
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Items arrive damaged, defective, or not as described
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The issue is reported within 48 hours of delivery
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Clear photo or video evidence is provided
3. Non-Returnable Items
The following items cannot be returned:
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Opened or used wood pellets or firewood
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Products exposed to moisture, weather, or improper storage
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Custom or bulk export orders (e.g., container shipments)
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Clearance or discounted items
4. Return Process
To initiate a return:
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Contact us with your order number and reason for return
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Provide photos/videos if the product is defective
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Wait for return authorization and instructions
⚠️ Returns sent without approval will not be accepted.
5. Return Shipping Costs
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For non-defective returns, the customer is responsible for return shipping costs
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For defective or incorrect items, we will cover reasonable return or replacement costs
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Original shipping charges are non-refundable
6. Refunds
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Refunds are issued after inspection of returned goods
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Approved refunds will be processed within 7–14 business days
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Deductions may apply if returned items are not in original condition
7. Order Cancellation
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Orders can be cancelled before dispatch only
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Once shipped, orders fall under the return policy
8. International Orders (Algeria & North Africa)
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Due to the size and weight of goods, returns may involve high shipping costs
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Customers are responsible for:
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Import duties
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Customs clearance
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We recommend confirming all order details before purchase
9. Natural Product Disclaimer
Wood products are natural materials:
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Variations in color, grain, density, or moisture may occur
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These natural variations are not considered defects
10. Contact
For returns and support:
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Email: info@leisurewoodpellets.co.uk
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Please include your order number and details of the request