Refund policy

This policy explains how WOOD&BURN handles order changes, cancellations, returns, refunds, and products that arrive damaged, incomplete, incorrect, or defective. It should be read together with our Shipping Policy.

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer law.

Order Changes and Cancellations

If you need to change or cancel an order, please contact WOOD&BURN in writing as soon as possible and include your order number.

Before dispatch, WOOD&BURN will make reasonable efforts to process the requested change or cancellation. A request is not confirmed until WOOD&BURN provides written confirmation, and changes or cancellations cannot be guaranteed once order processing, packing, or shipping preparation has begun.

If WOOD&BURN confirms the cancellation of an entire order before dispatch, all amounts paid for that order, including shipping charges, will be refunded. No restocking fee or separate payment processing fee will apply.

If only part of an order is cancelled before dispatch, the refund will include the amounts paid for the cancelled products and any shipping charges attributable to them. Any change to the shipping charge for the remaining products will be disclosed before the partial cancellation is confirmed.

Once a shipment has been handed over to the carrier, WOOD&BURN may be unable to recall the package or stop delivery. The customer may be required to receive the shipment and follow the return authorization instructions in this policy. Return shipping costs, deductions, and the refundable amount will be determined according to the reason for the return, the condition of the product, and applicable consumer law.

For an order dispatched in multiple shipments, products that have not yet been dispatched may still be considered separately from products already handed over to a carrier.

Requested changes involving the products, quantities, destination, shipping method, taxes, or import charges may require the existing order to be cancelled and a new order to be placed. Shipping-address corrections are also subject to the “Shipping Address and Delivery Information” section of our Shipping Policy.

If WOOD&BURN cancels all or part of an order because we are unable to fulfill it, we will refund all amounts paid for the affected products, including any shipping charges attributable to them. No restocking fee or payment processing fee will apply.

Nothing in this section prevents a customer from exercising any cancellation, withdrawal, return, refund, or other right available under applicable consumer law.

30-Day Voluntary Returns

In addition to any rights available under applicable consumer law, WOOD&BURN offers a voluntary 30-calendar-day return period for eligible products purchased directly from the WOOD&BURN Official Global Store.

This voluntary return policy applies when a customer changes their mind, orders the wrong product, or otherwise requests a return for a reason that is not caused by a product defect, shipping damage, missing component, incorrect product, or other error attributable to WOOD&BURN.

To request a voluntary return, the customer must contact WOOD&BURN within 30 calendar days after delivery of the relevant product and obtain return authorization before sending it back. Where products are delivered separately, the voluntary return period will be calculated separately from the recorded delivery date of each product.

To qualify for a voluntary return, the product must:

  • Be in new, unused, and resalable condition

  • Not have been ignited, heated, cooked on, washed, permanently installed, modified, or used outdoors

  • Not have been exposed to fuel, flame, smoke, soot, grease, food, moisture, or weather

  • Show no scratches, stains, odors, deformation, heat discoloration, corrosion, alteration, or other wear beyond what may result from careful inspection

  • Include all original components, accessories, manuals, labels, promotional items, and other materials supplied with the product

  • Be returned in its original packaging, where reasonably required for safe transport and resale

  • Be securely packaged and returned in accordance with the authorized return instructions

Carefully opening the packaging and inspecting the product does not by itself make the product used. However, handling beyond what is reasonably necessary to inspect the product may affect eligibility for a voluntary return or may reduce the refundable amount to the extent permitted by applicable law.

For an authorized voluntary return, the customer is generally responsible for arranging and paying the return shipping costs. The return must be sent using the approved return address and shipping instructions. We strongly recommend using a trackable and appropriately insured shipping service.

Products returned without authorization, sent to an incorrect address, shipped using an unapproved method, or damaged because of inadequate return packaging may be refused or may result in reasonable deductions to the extent permitted by applicable law.

A product that arrives damaged, incomplete, incorrect, or defective is not treated solely as a voluntary change-of-mind return. The unused-condition and original-packaging requirements above will not automatically disqualify a claim relating to such a problem.

If a product arrives with any such issue, please stop using it and contact WOOD&BURN promptly with the order number, a description of the problem, and reasonably relevant photographs or videos. Visible shipping damage should preferably be reported within 7 calendar days in accordance with our Shipping Policy.

Where WOOD&BURN supplied an incorrect, incomplete, damaged, or defective product, we will review the circumstances and provide an appropriate remedy, which may include replacement parts, repair, replacement, a price adjustment, or a refund. WOOD&BURN will cover reasonable authorized return shipping costs where the problem is attributable to WOOD&BURN or where required by applicable consumer law.

The 30-day voluntary return period and any requested reporting period do not limit rights or remedies that apply to defective, unsafe, misdescribed, damaged, incomplete, or incorrect products under applicable consumer law. Failure to report a problem within a requested period will not by itself extinguish any right that cannot legally be excluded.

Return Authorization (RMA)

Before returning any product, please contact WOOD&BURN and obtain written return authorization and a Return Merchandise Authorization (RMA) number. Return authorization helps us identify the shipment, confirm the correct return location and shipping method, and provide any necessary instructions for packaging, labeling, or customs clearance.

A return request should include, where applicable:

  • The order number or other reasonable proof of purchase

  • The purchaser’s full name and email address

  • The product and quantity being returned

  • The reason for the return

  • The remedy requested, where relevant

  • Reasonably relevant photographs, videos, or supporting documents

If the return is authorized, WOOD&BURN will provide instructions that normally identify:

  • The applicable RMA number

  • The product or products authorized for return

  • The approved return address

  • The return deadline

  • Any required packaging, carrier, labeling, or customs instructions

  • Which party is responsible for arranging and paying the return shipping costs

Unless otherwise stated in the written authorization, an RMA number is valid for 15 calendar days from the date it is issued, and the authorized product should be handed over to the carrier within that period. If the return cannot be dispatched within the stated period, please contact WOOD&BURN before the RMA expires. An expired RMA may need to be extended or reissued, but its expiration does not by itself extinguish any right or remedy that cannot be excluded under applicable consumer law.

A customer’s timely written notice of cancellation, withdrawal, shipping damage, an incorrect or incomplete order, or a product defect is separate from the physical return authorization process. The time reasonably required for WOOD&BURN to provide an RMA number and return instructions will not shorten an applicable notification or return period.

Do not return a product to the sender address shown on the original shipment or to any other address unless WOOD&BURN has confirmed that address in writing. Return locations may vary depending on the product, destination, carrier, and reason for the return.

Please include the RMA number inside the package on a copy of the return authorization or packing document. If instructed, the RMA number may also be shown on the outside of the package or on the applicable carrier or customs documentation. It must not cover, alter, or interfere with any shipping label, barcode, customs declaration, dangerous-goods marking, or other required transport information.

For an international return, all carrier and customs documents must be completed accurately. Where accurate and legally permitted, the shipment may be identified as returned merchandise in accordance with the return instructions. Customers must not provide a false product description, country of origin, shipment purpose, or customs value.

Returns sent without authorization, to an incorrect address, by an unapproved shipping method, or with charges payable on delivery may be delayed. A voluntary return may also be refused or returned to the customer at the customer’s expense where permitted by applicable law. However, failure to obtain an RMA number will not by itself eliminate a claim involving a defective, unsafe, misdescribed, damaged, incomplete, or incorrect product.

For a voluntary return, the customer is generally responsible for arranging and paying the authorized return shipping costs. If the return results from an error attributable to WOOD&BURN, or if applicable consumer law requires WOOD&BURN to bear the cost, we will provide an appropriate shipping arrangement or reimburse reasonable authorized return shipping costs. Products must not be sent with freight, duties, or other charges payable by WOOD&BURN unless we have approved this in writing.

Return authorization does not by itself confirm that a refund or other remedy has been approved. The product and supporting information may need to be inspected or reviewed before the appropriate remedy is determined. In some cases, WOOD&BURN may resolve the matter without requiring the entire product to be returned.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Return Shipping Costs, Deductions and Refund Processing

The refundable amount, responsibility for return shipping costs, and any permitted deductions depend on the reason for the return, the condition of the product, and applicable consumer law.

For a return that qualifies solely under WOOD&BURN’s “30-Day Voluntary Returns” policy and is not made under a non-excludable cancellation, withdrawal, or return right provided by applicable law:

  • The customer is generally responsible for arranging and paying the authorized return shipping costs.

  • Original outbound shipping charges are generally non-refundable.

  • WOOD&BURN may deduct a reasonable restocking fee of up to 15% of the product price after inspecting the returned product.

  • No separate payment processing fee will be deducted.

The restocking fee is not automatic. Any fee will be determined according to the product’s condition, completeness, packaging, handling required, and effect on resale value. WOOD&BURN will provide an itemized explanation of the deduction. The same cost or loss will not be deducted more than once.

If a product has been handled beyond what is reasonably necessary for inspection, or is returned with customer-caused damage, missing components, missing accessories, inadequate packaging, or other loss in value, WOOD&BURN may refuse the voluntary return or make a reasonable deduction to the extent permitted by applicable law.

Where applicable consumer law gives the customer a cancellation or withdrawal right, any required refund of the product price and standard outbound delivery charge will be handled in accordance with that law. A restocking fee will not be imposed solely because the customer exercised such a right. Any additional amount paid for expedited, premium, or customer-selected delivery beyond the least expensive standard delivery option may remain non-refundable to the extent permitted by applicable law.

If an approved return or refund results from a manufacturing defect, shipping damage, an incorrect or incomplete shipment, misdescription, or another error attributable to WOOD&BURN:

  • No restocking fee, separate payment processing fee, or customer-paid return shipping cost will apply.

  • WOOD&BURN will arrange the return or reimburse reasonable authorized return shipping costs.

  • Where a refund is the appropriate remedy, it will include the amount paid for the affected product and any outbound shipping charge attributable to that product, to the extent required by applicable law.

Reasonable, actually incurred, and non-recoverable third-party costs resulting from a customer-caused delivery or customs-clearance failure may be deducted only as described in our Shipping Policy. Any such deduction will be itemized.

Import duties, taxes, customs fees, brokerage fees, or carrier charges paid directly by the customer to a government authority, customs broker, postal service, or carrier cannot be refunded directly by WOOD&BURN because WOOD&BURN did not collect those amounts. The customer may need to apply to the relevant authority or service provider for any available refund. WOOD&BURN will provide reasonably available order or shipping documents where appropriate. Amounts collected directly by WOOD&BURN will be refunded or adjusted in accordance with applicable law.

Returned products may be inspected to verify their identity, condition, completeness, and the reason for the return. WOOD&BURN will notify the customer if additional information is reasonably required or if a proposed deduction applies.

Approved refunds will be issued without undue delay. Unless a different period is required by applicable law, WOOD&BURN will process an approved refund within 14 calendar days after receiving the returned product or, where applicable law requires earlier processing, after receiving acceptable evidence that the product has been sent back. If no physical return is required, the refund will be processed within 14 calendar days after written approval.

Refunds will normally be issued to the original payment method and in the original transaction currency unless another method is agreed with the customer or required by applicable law. After WOOD&BURN issues a refund, the customer’s bank, card issuer, payment provider, or currency-conversion service may require additional time to post the amount to the customer’s account.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Items Not Eligible for Voluntary Return

Except where required by applicable consumer law or otherwise agreed by WOOD&BURN in writing, the following products are not eligible for return under our “30-Day Voluntary Returns” policy:

  • Products for which a voluntary return request is submitted after the applicable 30-calendar-day return period

  • Products that have been ignited, heated, cooked on, washed, permanently installed, modified, altered, or used outdoors

  • Products that have been exposed to fuel, flame, smoke, soot, grease, food, moisture, or weather

  • Products showing scratches, stains, odors, burn marks, heat discoloration, corrosion, deformation, or other evidence of use or customer-caused damage beyond what may result from careful inspection

  • Products missing original components, accessories, manuals, labels, promotional items, or other supplied materials where the missing items materially affect the product’s completeness, safe transport, or resale value

  • Products damaged during return shipping because they were not packaged in accordance with the authorized return instructions

  • Products that cannot be transported lawfully or safely because of fuel residue, contamination, hazardous material, or another condition created after delivery

Carefully opening the packaging and inspecting the product does not by itself make the product ineligible for return. Minor packaging damage resulting from reasonable opening and inspection will not automatically disqualify a voluntary return.

If a product does not fully satisfy the voluntary-return conditions, WOOD&BURN may, where appropriate and permitted by applicable law, offer a partial refund instead of refusing the return. Any deduction will be determined and explained in accordance with the “Return Shipping Costs, Deductions and Refund Processing” section of this policy.

This section applies only to voluntary returns based on a change of mind, an ordering mistake, or another reason not attributable to WOOD&BURN. It does not automatically exclude a claim involving:

  • A manufacturing defect or latent fault

  • An unsafe or misdescribed product

  • Shipping damage

  • An incorrect product

  • Missing components

  • Another error attributable to WOOD&BURN

  • A warranty or remedy available under applicable consumer law

Using, assembling, igniting, or testing a product to the extent reasonably necessary to discover a fault does not by itself eliminate a claim relating to that fault. However, WOOD&BURN is not responsible for a problem to the extent that it was caused by misuse, improper installation, unauthorized modification or repair, accident, neglect, improper storage, failure to follow the supplied instructions or warnings, or ordinary wear and tear.

The expiration of the 30-day voluntary return period does not by itself limit any applicable warranty or any right or remedy that cannot be excluded under applicable consumer law.

Customer Support

For assistance with an order change, cancellation, voluntary return, RMA, refund, or a product that arrives damaged, incomplete, incorrect, or defective, please contact WOOD&BURN by email:

Email: master@woodandburn.com

To help us identify and review your request, please include the following information where applicable:

  • Your order number or other reasonable proof of purchase

  • The full name and email address used to place the order

  • The product and quantity involved

  • A clear description of the issue or reason for the request

  • The remedy requested, where relevant

  • The applicable RMA number or return tracking number, if already issued

  • Any reasonably relevant photographs, videos, carrier notices, or supporting documents

Please do not send payment card details, account passwords, or identification documents that are not reasonably necessary to review your request.

Customer support inquiries are reviewed on business days, and we aim to respond as soon as reasonably practicable. Response times may vary depending on weekends, public holidays, time-zone differences, seasonal demand, the complexity of the request, and whether inspection or coordination with a carrier, customs authority, payment provider, or other third party is required.

For a time-sensitive request involving an order change, cancellation, return deadline, shipping issue, or customs deadline, please contact us promptly and clearly identify the urgent issue in the email subject line.

Sending an inquiry does not by itself authorize a physical return, confirm a cancellation, approve a refund or other remedy, or suspend order processing. A return must not be dispatched until WOOD&BURN provides written return authorization and the applicable instructions, unless otherwise required by applicable consumer law.

A customer’s timely written notice of cancellation, withdrawal, shipping damage, an incorrect or incomplete order, or a product defect is separate from the return authorization process. The time reasonably required for WOOD&BURN to respond, review the request, or issue an RMA number will not shorten an applicable notification, cancellation, withdrawal, or return period.

Incomplete information may delay our review, but failing to include every requested item in the initial inquiry will not by itself limit any right or remedy available under applicable consumer law.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.