Returns & Refunds Policy

Last Updated: October 16, 2026

At DuraPellets, customer satisfaction is important to us. This policy explains how we handle return requests, damaged products, incorrect orders, cancellations, and refunds for purchases made through https://durapellets.com/.

1. Return Requests

To request a return, contact [YOUR CUSTOMER SERVICE EMAIL] and provide your order number, the reason for the request, and photographs when relevant.

Return requests will be reviewed according to the product condition, the circumstances of the order, and applicable law.

Return request period: [INSERT YOUR RETURN WINDOW OR CONFIRM THAT RETURNS ARE REVIEWED CASE BY CASE]

2. Product Condition

Wood pellets are a physical fuel product that must be stored and handled appropriately.

Any return conditions concerning unopened bags, opened bags, damaged packaging, moisture exposure, bulk deliveries, or products that have been used must be clearly communicated to customers before purchase.

Do not ship products back without receiving return instructions from our customer service team.

3. Damaged or Incorrect Orders

If your order arrives damaged, incomplete, or different from what you ordered, contact us promptly.

Please include:

• Your order number.
• A description of the problem.
• Photographs of the product and packaging, if available.

We will investigate the issue and determine an appropriate resolution, which may include replacement, refund, or another remedy as required by applicable law.

4. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Cancellation requests depend on the order’s fulfillment and shipping status. Once an order has shipped, cancellation may no longer be possible, and the return process may apply instead.

Nothing in this policy limits cancellation or refund rights required by applicable law.

5. Refund Eligibility and Processing

Approved refunds will be processed through the original payment method where possible.

The time required for a refund to appear in your account may depend on your payment provider or financial institution.

Any applicable shipping charges, return shipping costs, or deductions will be disclosed and handled in accordance with the terms communicated at purchase and applicable law.

6. Non-Returnable Products

Any products that cannot be returned must be specifically identified before purchase, and such restrictions will not apply where prohibited by law.

7. Contact Us

For returns, refunds, or order issues:

DuraPellets
Website: https://durapellets.com/
Email: [YOUR CUSTOMER SERVICE EMAIL]