Refund & Returns Policy – Protherm Wood Pellets

At Protherm Wood Pellets, we are committed to providing a transparent, fair, and reliable refund and returns policy for all customers purchasing our premium wood pellets. As a trusted wood pellet supplier, we prioritize customer satisfaction, product quality, and efficient service across all bulk and wholesale orders.

Our refund and returns policy is designed to ensure a smooth and simple process for resolving issues related to damaged goods, incorrect shipments, or quality concerns. We understand the importance of reliable supply chains in the biomass fuel industry, and we aim to build long-term trust with every client who purchases our bulk wood pellets.

 Eligibility for Returns

Returns are accepted under specific conditions. Customers may request a return or refund if the delivered wood pellets are:

  • Damaged during transportation
  • Incorrect product shipped
  • Not meeting agreed specifications
  • Reported within the required inspection period

All claims must be submitted within the agreed timeframe after delivery. Our team will review each case carefully to ensure fair resolution.

 Quality Assurance Commitment

As a professional wood pellet supplier, we maintain strict quality control standards. Our wood pellets are produced to meet high performance requirements, ensuring low moisture content, high calorific value, and minimal ash residue. Because of this, returns due to quality issues are rare, but we still maintain a clear process for customer protection and satisfaction.

We work only with verified logistics partners to ensure that all bulk wood pellet orders are delivered safely and efficiently. However, in the unlikely event of shipping damage, we encourage customers to document the issue immediately upon receipt.

 

 Bulk Orders & International Shipping

We specialize in bulk wood pellet supply and international export. Due to the nature of global shipping, slight variations or delays may occur. However, we ensure that all shipments comply with agreed specifications and packaging standards.

For international clients, especially in wholesale and industrial supply, our returns policy for wood pellets includes clear communication and support throughout the claim process. We provide assistance for FOB and CIF shipments, ensuring transparency at every stage.

 Customer Support & Claims

Customer satisfaction is our priority. Our support team is available to handle all refund and returns policy inquiries, including shipment tracking, damage claims, and order verification. We aim to resolve all issues quickly and professionally to maintain strong business relationships.

We believe that trust is built through consistency, transparency, and accountability. That is why our wood pellet refund policy is structured to support long-term partnerships with importers, distributors, and energy companies worldwide.

 

Reporting an Issue

If there is a problem with your order:

  • Contact us within 48 hours of delivery
  • Provide your order number
  • Include photos of any damage

We will review and respond within 2 business days.

 Refund Process

Once a return request is approved, the refund process will be initiated promptly. Depending on the situation, customers may receive:

  • Full refund
  • Partial refund
  • Replacement shipment

Refunds are processed using the original payment method or as agreed between both parties. Our goal is to ensure a simple and reliable refund process with minimal delays.


Non-Refundable Situations

Refunds will not be issued for:

  • Change of mind after delivery
  • Inaccessible delivery locations
  • Weather-related delays
  • Improper storage after delivery

Bulk & Wholesale Orders

Bulk and wholesale pellet orders are custom-scheduled.
Cancellations must be requested before shipment dispatch.
Once dispatched, bulk orders are non-refundable.

Shipping Costs

Shipping fees are non-refundable unless the return is due to our error or damaged goods.

Customer Responsibilities

Customers are responsible for:

  • Providing accurate shipping details
  • Ensuring safe storage of delivered pellets
  • Ensuring someone is available to receive deliveries

We are not liable for losses caused by incorrect information provided by the customer.

General Information

Ecopellet Solutions provides premium wood pellet fuel for residential, commercial, and industrial customers across Canada and the United States. These Terms apply to all visitors, users, and customers of our website.

Limitation of Liability

Ecopellet Solutions is not liable for:

  • Delays caused by weather or freight carriers
  • Improper pellet storage after delivery
  • Indirect or consequential damages

Our liability is limited to the value of the purchased product.

Contact Us

For refund or return requests:

Ecopellet Solutions
Website: prothermwoodpellets.com
Email: [info@prothermwoodpellets.com]

return policy