Refund and Returns Policy
Overview
- Return Policy
- You may purchase merchandise from this Web site by using any one of the payment options listed in (link to Payment Options). Pellets Direct™reserves the right to change its payment procedures at any time without prior notice to you.
Any pellets that have been purchased picked up and/or delivered that the customer request to be returned/refunded that cannot be swapped out with another pellet will be subject to a 15% restocking fee. If product can be swapped out, a non-refundable delivery/trip fee will apply. All products coming back to Pellets Direct must be in the same condition it was delivered in - not damaged and secured with the same pellet cover and shrink wrap. If customer request product to be picked up for any reason, a 15% restocking fee will apply on the total of the invoice. Pellets Direct does stand behind our product. All requests for damage product must be received within 10 days from the date of delivery. If product is damaged due to Pellets Direct or the manufacturer, customer needs to call and email pictures. Once pictures are reviewed, a manager will call with a solution. If product is damaged due to where the customer has stored the product, Pellets Direct is not responsible for any reimbursement on that product. Any claims made after the 10 days after product has been delivered will be handled on an individual basis with a manager and is NOT guaranteed a refund or replacement of product. All orders must be confirmed by the customer in order for Pellets Direct to process the payment and schedule out the delivery. If the customer delays the confirmation of the order, that order is subject to change for the pricing for what the product would be selling for when the confirmation does arrive. All orders placed online or via phone include in the pricing a non-refundable $25 processing fee. If the order has to be cancelled or refunded for any reason the non-refundable $25 processing fee will still apply. Any email inquiries that are sent via email for product is not an order until it is confirmed with a sales representative at Pellets Direct™.
Any orders placed for immediate pick up or delivery or with delay delivery with free storage will be charged to the credit card used in placing the order once the order is confirmed by our office via phone or confirmation email. Any items sold as a special thru Pellets Direct™ as a final sales or cash-n-carry are all priced accordingly to compensate for any damage that may be with the pellets/skids. These items are all SOLD "AS IS" and NO Refunds or Exchanges will be permitted. Pellets Direct™ does not warranty or guarantee the performance of any pellet or other heating fuel in any particular stove or burning unit. All wood pellets and other alternative heating fuels are backed by specific manufacturer. Pellets Direct will replace or credit purchases only when authorized by the manufacturer. Pellets Direct strongly recommends and encourages all products be tried before purchasing full pallets. Please be aware that all wood pellets and other alternative heating fuels can vary in performance from bag to bag and pallet to pallet and that all test results come from manufacturers and independent third party testing labs.
REFUND POLICY
All refunds by check, credit card or cash are issued by the main office located in Uxbridge, MA on weekdays only between 10-4pm. Refunds will be issued within 21 days. Pellets Direct™ does not offer CASH REFUNDS. Refunds on customers checks will be made after 14 days from payment date due to bank delays. Refunds made on bank cards will be credited to the account used at the
time of the purchase. Pellets Direct™ DOES NOT do price guarantees on wood pellets or other alternative fuels.
INSUFFICIENT CHECK, CHARGEBACK or REJECTED CREDIT CARD PAYMENT
Insufficient and Stop Payment Checks will be subject to a $30.00 fee each time check is reapplied for payment. Fee will be due immediately. Any Chargeback filed will be subject to a $25.00 fee
per claim. Pellets Direct™ holds the right to refuse any new orders or balance of an order until the said chargeback fees are reimbursed to Pellets Direct™. Any court or legal fees that
may be assumed by Pellets Direct™ in order to collect an overdue debt from the customer will be the responsibility for the customer to pay Pellets Direct™ back in full.
CANCELLATION:
Any pellet orders taken during the Early Buy, Spring or Summer Programs, which a customer request a refund after two weeks, will be subject to a restocking fee of 15% of the total order, unless order is cancelled due
to the manufacturer delaying product due to shortage or load delays. Any special orders of a pellets stove which are cancelled after 5 days will be subject to a 15% special order restocking fee for
the total price of the order.
Need Help?
Contact us at sales@pelletsdirect.com for questions related to refunds and returns.