Returns & Refunds Policy – WOOD-Břežany Ltd.

Company: WOOD-Břežany Ltd.
Company ID: 05273790
VAT Number: CZ05273790
Address: Břežany 241, 671 65 Břežany, Czech Republic
Contact: [info@woodbrezany.com] Website: https://woodbrezany.com

WOOD-Břežany Ltd. strives for your complete satisfaction with every order of our premium biomass fuels – including wood pellets, briquettes, firewood, sawdust, wood chips, charcoal, and wood shavings. Should you be dissatisfied with your purchase, this policy explains how you can return or exchange your order quickly and fairly.

1. Right of Withdrawal (Consumers Only)

If you are a consumer (i.e., you purchased goods for personal, non-commercial purposes), you have a legal right under Czech and EU law to cancel your order within 14 days of receiving your goods – without giving a reason.

  • Withdrawal period: 14 calendar days from the day you (or a third party designated by you, other than the carrier) took physical possession of the goods.
  • How to notify us: Send a written notice (e.g., by email to info@woodbrezany.com or by registered post to our registered address).
  • Required details: Your full name, order number, delivery date, and a clear statement that you are withdrawing from the contract.

⚠️ Important: This right does not apply to goods sealed for health or hygiene reasons that become unsuitable for resale once opened (e.g., opened bags of sawdust, wood chips, or shavings). It also does not apply to business customers purchasing for commercial purposes.

2. Return Conditions

To be eligible for a return or refund, your goods must meet the following conditions:

✅ Unopened and in original condition
✅ Sealed in undamaged, original packaging
✅ Accompanied by proof of purchase (order confirmation email or invoice)

We cannot accept returns for:

  • Opened, partially used, or damaged packaging
  • Products exposed to moisture, contamination, or improper storage
  • Orders placed by business customers for commercial use (unless the goods are faulty)

3. Return Process

To initiate a return, please follow these steps:

  1. Contact us first within 14 days of delivery at info@woodbrezany.com, including your order number and reason for return (optional).
  2. Wait for our return authorisation. We will send you a return address and instructions.
  3. Package the goods carefully in their original packaging to prevent damage during transit.
  4. Ship the package using a tracked, insured service. You are responsible for return shipping costs, unless the return is due to our error (e.g., incorrect or defective goods).
  5. Send us the tracking number so we can monitor your return.

Once we receive and inspect the goods, we will process your refund or exchange within 5–7 working days.

4. Refunds

  • Refund method: We will refund you using the same payment method used for your original purchase.
  • Timeframe: Within 14 days of receiving the returned goods or proof of postage – whichever occurs first.
  • Possible deductions: We may reduce the refund if the value of the goods has diminished due to handling beyond what is necessary to establish their nature, characteristics, and function.

💡 Example: Opening a bag of wood pellets solely to inspect the contents is acceptable. However, if you empty the bag into your stove and return an empty sack, we cannot issue a full refund.

5. Faulty or Incorrect Goods

If you receive damaged, defective, or incorrect goods, please contact us immediately (within 48 hours of delivery):

  • Send clear photographs of the damaged/incorrect goods and packaging.
  • Include your order number and a brief description of the issue.

We will:

  • Cover all return shipping costs
  • Provide a full refund, replace the item, or issue store credit – your choice
  • Resolve the issue within 3 working days

6. Non-Returnable Items

The following items cannot be returned under any circumstances unless faulty:

  • Opened bags of sawdust, wood shavings, wood chips, or charcoal
  • Custom bulk orders (e.g., pallet shipments over 100 kg arranged via phone or email)
  • Goods purchased for business or commercial purposes (unless defective)

This policy complies with EU Directive 2011/83/EU and the Czech Consumer Protection Act No. 634/1992 Coll.

7. Exchanges

We currently do not offer direct exchanges. However, you may return eligible goods for a full refund and place a new order for your desired product.

8. Contact Us

Questions? Need help with a return?
Reach our customer support team:

📧 Email: info@woodbrezany.com
✉️ Address: WOOD-Břežany Ltd., Břežany 241, 671 65 Břežany, Czech Republic

We respond to all return-related inquiries within 24–48 hours.

Your trust matters to us.
At woodbrezany.com, we offer only the highest-quality biomass fuels sourced from sustainably managed forests – and we stand behind every bag we ship. If something isn’t right, we’ll make it right.

WOOD-Břežany Ltd. – Clean, renewable heat you can rely on. 🌱🔥