Return & Refund Policy

At EcoPelletHub, we take pride in delivering premium-quality biomass and wood pellet fuel. If you are not completely satisfied with your order or your shipment arrives damaged, our policy below outlines how we handle returns, replacements, and refunds.

1. Return Window & Eligibility

Return Period: You may request a return within 14 days of receiving your delivery.
Item Condition: To qualify for a return, pellets must be unused, in their original factory-sealed packaging, and stored in a dry environment protected from weather elements.
Exclusions: We cannot accept returns on opened bags, partial pallets, or products showing signs of moisture damage, bag tampering, or improper storage after delivery.

Freight Damage & Delivery Issues

Biomass shipments are heavy freight items. Please follow these simple steps upon arrival:
Inspect Upon Delivery: Before signing the carrier’s driver delivery receipt, inspect the pallet shrink-wrap and outer packaging for physical damage.
Document Damage: Note any torn bags or broken packaging directly on the delivery receipt before signing.
Notify Support: Take clear photos of the damaged items and email them to us within 48 hours at support@ecopellethub.com.
Resolution: For minor damage (e.g., 1–2 broken bags during transit), we will issue a pro-rated refund or credit for those specific bags. For severe freight damage, we will arrange a full pallet replacement at no extra charge.

Return Shipping & Restocking Fees

Defective or Incorrect Orders: If we shipped the wrong item or the product is verified as defective, EcoPelletHub covers all return shipping fees or provides an immediate resolution.
Customer Returns / Change of Mind: If you decide to return unopened, eligible items for personal reasons, you are responsible for paying the return freight shipping cost. Returned freight items are also subject to a 15% restocking fee to cover handling and processing.

Cancellations & Failed Deliveries

Order Cancellation: You may cancel your order for a 100% full refund at any time before the shipment leaves our warehouse.
Address Errors / Inaccessible Delivery: If a delivery cannot be completed because of an incorrect shipping address, or because the delivery location cannot accommodate freight truck access, return shipping costs and restocking fees will be deducted from your final refund.

Refund Processing

Once your returned shipment is received and inspected at our warehouse, we will send you an email notification confirming receipt.
Approved refunds will be processed automatically back to your original payment method within 5 to 10 business days.