Return Policy

Return and Exchange Policy

  1. General Provisions

1.1. Returns are processed in accordance with the laws of the Republic of Lithuania.
1.2. Wood pellets and briquettes are a specific type of fuel, so their return is subject to additional conditions regarding transportation, storage, and the integrity of the packaging.

  1. Inspection of goods upon delivery

2.1. The buyer (or their representative) must inspect the goods together with the driver upon delivery:

  • the condition of the packages,
  • amount,
  • obvious quality defects (e.g., damaged packaging, damp pellets, etc.)

2.2. If any damage is found, the driver must be notified immediately and the damage must be noted in the documentation. If the buyer accepts the goods with visible damage to the packaging and does not note this in the documentation, subsequent claims regarding mechanical damage or moisture damage will not be accepted.

2.3. Upon signing the waybill / VAT invoice, it is deemed that:

  • The goods were delivered in good condition,
  • The quantity and quality match the order.
  1. Returns of high-quality goods

3.1. The buyer has the right to return undamaged goods within 14 days of receipt. Undamaged wood pellets or briquettes may be returned only if:

  • the items have not been unpacked,
  • the packaging is undamaged,
  • The goods were not stored under unsuitable conditions (humidity, rain, etc.).

3.2. When returning undamaged goods, the buyer is responsible for the return shipping costs and the original shipping costs (if those were included in the price or provided free of charge as part of a promotion).

3.3. The seller has the right to refuse to accept returned goods if they have lost their marketable appearance or have been affected by environmental factors.

  1. Return of goods of unsatisfactory quality

4.1. If the Buyer discovers any defective goods after delivery that were not visible upon delivery, the Buyer must contact us no later than 72 hours after delivery.

4.2. The following must be submitted along with the claim:

  • photos,
  • order/invoice information.

4.3. After assessing the situation, the salesperson may:

  • exchange the goods,
  • refund the money,
  • suggest another solution.
  1. Refund

5.1. Once the refund is approved, the money will be refunded within 14 days to the bank account specified by the Buyer.

5.2. The Buyer may be charged for return shipping costs, unless the return is due to the Seller’s fault.

  1. Important notes regarding pellets and briquettes

6.1. Wood pellets and briquettes:

  • are sensitive to moisture and storage conditions,
  • may change its properties after unloading.

6.2. For this reason:

  • Items cannot be returned if they have been stored improperly,
  • Items cannot be returned once they have been used.
  1. Contact Information for Complaints

For questions regarding returns or product quality, please contact: