Refund and Returns Policy

At Royal Pelletwoods, we want you to be satisfied with your purchase. If there is a problem with your order, please contact us as soon as possible so we can review the issue and determine the appropriate solution.

1. Damaged or Incorrect Orders

If your wood pellets arrive damaged, torn, wet, contaminated, or different from what you ordered, please contact us within 48 hours of delivery.

To help us resolve the issue, please provide:

• Your order number

• A description of the problem

• Clear photos of the product and packaging

• Any other information we may request

Once we review your claim, we may offer a replacement, refund, or another appropriate solution.

2. Returns

Due to the nature of wood pellet products, opened, used, or partially used bags may not be eligible for return unless the product arrived damaged, defective, or incorrect.

If an unopened product is eligible for return, it must be:

• Unopened and unused

• In its original packaging

• In resalable condition

Please contact us before sending any product back. We will provide return instructions where applicable.

3. Products Damaged During Delivery

If your order is damaged during transportation, please notify us promptly after delivery.

We may request photographs of the damaged packaging and product before arranging a replacement or refund.

Please keep the original packaging until your claim has been reviewed.

4. Incorrect Items

If we send you the wrong product or quantity, please contact us as soon as possible.

After verifying the order, we will work with you to arrange a replacement, correction, or refund as appropriate.

5. Refunds

If your refund is approved, we will process it using the original payment method whenever possible.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Shipping charges may be non-refundable unless the return is the result of an error on our part or the product arrived damaged or defective.

6. Non-Returnable Items

Unless otherwise required by applicable law, the following may not be eligible for return:

• Opened or used wood pellet bags

• Partially used products

• Products damaged after delivery due to improper storage or handling

• Products returned without prior approval

• Special-order or customized products where applicable

7. Storage and Product Condition

Customers are responsible for properly storing wood pellets after delivery.

Wood pellets should be kept dry and protected from moisture. Damage caused by improper storage, exposure to water, or other conditions after delivery may not qualify for a refund or replacement.

8. Order Cancellations

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

We will try to accommodate cancellation requests before the order has been processed or shipped. Once an order has been shipped, cancellation may no longer be possible and the order may be subject to our return policy.

9. How to Request a Return or Refund

To request a return, replacement, or refund, contact us at:

Email: royalpelletwoodsofficial@gmail.com
Phone: +1(940)251-8501

Please include your:

• Full name

• Order number

• Product purchased

• Reason for the request

• Photos, if the product is damaged or incorrect

Our customer service team will review your request and provide the next steps.

10. Policy Changes

We reserve the right to update this Refund and Returns Policy when necessary. Any changes will be posted on this page with an updated revision date.

Contact Us

If you have questions about this policy or your order, please contact us.