Thank you for choosing our wood stoves. We are committed to providing high-quality products and transparent after-sales service. This return policy applies to all global orders, with a focus on compliance with consumer protection regulations in the European and American markets. Please read the following terms carefully before making a return request.
1. Return Eligibility
To be eligible for a return, the product must meet the following conditions:
- The return request is submitted within 15 calendar days from the date of delivery (confirmed by the logistics tracking information).
- The product is unused, unassembled, and in its original packaging, with all accessories, manuals, and tags intact. Products that have been installed, used, or damaged due to improper handling by the buyer are not eligible for return.
- The product is not a customized item (customized wood stoves are non-returnable unless there is a quality defect).
2. Return Shipping Responsibility
The responsibility for return shipping costs depends on the reason for the return:
– Non-quality related returns: If you wish to return the product for reasons unrelated to quality (e.g., change of mind, incorrect purchase, or dissatisfaction with the product that does not constitute a quality defect), the buyer shall bear all round-trip shipping costs. This includes the original shipping cost paid by us to deliver the product to you, as well as the cost of shipping the product back to our warehouse.
– Quality-related returns: If the product has a manufacturing defect, damage during transportation (confirmed by logistics evidence), or fails to meet the stated specifications, we will bear all return shipping costs. Please provide clear photos/videos of the defect or damage within the return period to verify the issue.
3. Non-Returnable Items
The following items are not eligible for return or refund under any circumstances:
– Products that have been used, installed, or modified (including but not limited to signs of burning, scratches, dents, or missing parts due to use).
– Products with damaged, incomplete, or missing original packaging and accessories.
– Customized wood stoves (made according to the buyer’s specific requirements).
– Products returned after the 15-day return period has expired.
4. Return Process
1. Submit Return Request: Within 15 days of delivery, contact our customer service team via email (woodstoveworks.com@gmail.com) or the “Contact Us” page on our website. Please provide your order number, delivery date, photos/videos of the product (if applicable), and a detailed reason for the return.
2. Review and Approval: Our customer service team will review your return request within 2-3 business days. If approved, we will send you a return authorization (RA) number and detailed return instructions (including our warehouse address).
3. Arrange Return Shipping: For non-quality returns, you must arrange and pay for the return shipping, and provide the tracking number to our customer service. For quality-related returns, we will arrange the shipping or reimburse the shipping cost after verifying the tracking information.
4. Inspection and Refund: Once we receive the returned product, we will inspect it to confirm it meets the return eligibility. If eligible, we will process your refund within 5-7 business days (the refund time depends on your payment method and bank processing speed). Refunds will be issued to the original payment account.
5. Additional Notes
- We reserve the right to refuse any return that does not meet the above terms, and the product will be returned to the buyer at the buyer’s expense.
- For European customers: This return policy complies with the EU Consumer Rights Directive (2011/83/EU), which entitles you to a 14-day cooling-off period. Our 15-day return period exceeds this requirement to better protect your rights.
- For U.S. customers: This return policy complies with the Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule, ensuring clear disclosure of return terms.
- If you have any questions about our return policy, please contact our customer service team for assistance.
