Last updated: September 1, 2018
At Wood Pellet 2018 SRL, we want every customer to be satisfied with their purchase. If you receive an incorrect, damaged, defective, or otherwise eligible product, please contact us as soon as possible so that we can assist you with the appropriate return, replacement, or refund.
This Refund and Returns Policy applies to purchases made through woodpellet2018srl.com and is intended to operate in accordance with applicable consumer protection laws.
1. Right of Withdrawal
If you are a consumer purchasing products online, you generally have the right to withdraw from your purchase within 14 calendar days from the date you receive the goods, without providing a reason, subject to the exceptions provided by applicable law.
If your order contains multiple products delivered separately, the withdrawal period generally begins when you receive the final product in that order.
To exercise your right of withdrawal, you must notify us clearly of your decision before the withdrawal period expires.
You may contact us using:
Wood Pellet 2018 SRL
Website: woodpellet2018srl.com
Email: info@woodpellet2018srl.com
Address: Comuna Almaş, Nr. 42, Județ Arad
You may submit your request by email or through any withdrawal procedure made available on our website.
2. Conditions for Returns
Returned products should be handled only to the extent necessary to establish their nature, characteristics, and functioning.
Where applicable, products should be returned in their original condition and packaging, together with any relevant accessories, documentation, labels, or other materials supplied with the order.
For products that have been damaged, substantially used, contaminated, opened in a way that prevents resale, or otherwise diminished in value beyond what is necessary to inspect the product, we may be entitled to claim compensation for the resulting reduction in value where permitted by law.
3. Products That Cannot Be Returned
The statutory right of withdrawal does not apply to every type of product or circumstance. Certain legal exceptions may apply, including products that are liable to deteriorate or expire rapidly and other categories specifically excluded by applicable consumer legislation.
Where an exception applies, we will provide the relevant information before or at the time of purchase as required by law.
4. Damaged or Incorrect Orders
Please inspect your delivery as soon as reasonably possible after receiving it.
If your order arrives:
- Damaged during transportation
- With missing items
- With the wrong product
- With visibly damaged packaging
- Defective or not as described
please contact our customer service team promptly.
To help us resolve the issue quickly, please provide:
- Your order number
- Your name and contact details
- A description of the problem
- Photographs of the product and packaging where appropriate
- Any relevant delivery or shipping information
We will review the claim and determine the appropriate solution, which may include a replacement, repair, price reduction, or refund depending on the circumstances and applicable legal rights.
5. How to Request a Return
Before sending anything back, please contact us and wait for return instructions.
Your return request should include:
Order number:
Customer name:
Date of purchase:
Product(s) being returned:
Reason for return:
Preferred contact information:
Once your request has been approved or acknowledged, we will provide the appropriate return instructions and return address.
Do not send products to an address obtained from a third party or search engine. Please use only the return address provided directly by Wood Pellet 2018 SRL.
6. Return Shipping Costs
Where a consumer exercises the statutory right of withdrawal, the direct cost of returning the goods is generally the responsibility of the consumer unless we have agreed to bear those costs or applicable law requires otherwise.
If you received an incorrect, defective, or damaged product, please contact us before returning it. Depending on the circumstances, we may arrange or reimburse the appropriate return shipping costs.
7. Refunds
Once a valid withdrawal or return has been accepted, refunds will be processed using the original payment method whenever reasonably possible.
For statutory withdrawals, applicable Italian consumer rules generally require the trader to reimburse payments received, including applicable standard delivery costs, without undue delay and within 14 days of being informed of the consumer’s decision. The trader may, where legally permitted, wait until the returned goods have been received or the customer provides evidence that they have been sent back.
Additional delivery charges resulting from a customer’s choice of a more expensive delivery method than the least expensive standard delivery option may not be refundable where permitted by law.
Once the refund has been processed, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.
8. Exchanges
Where appropriate, we may offer an exchange for a replacement product.
If you received the wrong or defective product, please contact us before arranging a return. We will review the circumstances and advise whether a replacement, refund, or another remedy is available.
9. Legal Guarantee for Defective Products
Nothing in this policy limits your statutory consumer rights.
Consumers purchasing goods from a professional seller benefit from applicable legal guarantees for goods that are defective, do not conform to the sales contract, or otherwise fail to meet the requirements established by applicable law. EU consumer rules provide a minimum legal guarantee framework for goods, subject to the applicable legislation and circumstances.
If you believe a product is defective or does not conform to your order, contact us with your order details and a description of the issue so that we can assess your claim.
10. Returns of Bulk or Heavy Products
Certain products sold through our website may be supplied in large quantities, heavy bags, pallets, or other formats that require specialized transportation.
For these products, customers should contact us before arranging a return so that we can provide appropriate instructions.
Where a return is required because of a defective, incorrect, or damaged delivery, we will assess the appropriate return or collection arrangements based on the circumstances.
11. Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible with your order number.
We will make reasonable efforts to cancel the order before dispatch. However, once an order has entered the shipping or fulfilment process, cancellation may no longer be possible and the applicable return or withdrawal procedure may need to be followed.
12. Refunds for Failed or Unsuccessful Deliveries
If an order cannot be delivered because of circumstances attributable to the customer, such as an incorrect delivery address, failure to accept delivery, or failure to comply with delivery requirements, additional shipping or handling costs may apply where permitted by law.
Please contact us if you experience a delivery problem so that we can determine the best solution.
13. How to Contact Us
For all return, refund, withdrawal, replacement, or product-quality enquiries, please contact:
Wood Pellet 2018 SRL
Website: woodpellet2018srl.com
Email: info@woodpellet2018srl.com
Business Address: Comuna Almaş, Nr. 42, Județ Ara
Return Address: Comuna Almaş, Nr. 42, Județ Ara
We recommend keeping your order confirmation and any return tracking information until your refund or replacement has been completed.
14. Changes to This Policy
We may update this Refund and Returns Policy from time to time to reflect changes to our services, products, business practices, or applicable legal requirements.
The latest version will always be published on this page, with the date of the latest update shown at the top.
15. Your Statutory Rights
This Refund and Returns Policy does not exclude, restrict, or replace any mandatory consumer rights that apply under Italian or European Union law.
Where a provision of this policy conflicts with a mandatory legal consumer protection requirement, the applicable law will prevail.