At Holz-baumgartner, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our return and refund policy below.
1. Right of Withdrawal
Customers have the right to cancel their order within 14 days of receiving the goods, in accordance with applicable consumer protection laws.
To exercise this right, please contact our customer service team before returning any products.
2. Return Conditions
To be eligible for a return:
Products must be unused and in their original condition.
Products must be returned in their original packaging whenever possible.
Proof of purchase or order confirmation is required.
Returned items must be free from damage caused after delivery.
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Products
The following items may not be eligible for return:
Custom or special orders
Opened or partially used products
Products damaged after delivery due to improper storage or handling
Perishable or personalized items
4. Damaged or Incorrect Orders
If your order arrives damaged or if you receive the wrong product, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
We will review the claim and offer a replacement, refund, or appropriate solution.
5. Return Shipping
Customers are responsible for return shipping costs unless:
The wrong item was delivered
The product arrived damaged
The return is due to our error
Return shipping fees are non-refundable unless otherwise stated.
6. Refund Process
Once your returned product has been received and inspected, we will notify you regarding the approval of your refund.
If approved:
Refunds will be issued using the original payment method.
Processing times may vary depending on your payment provider.
Refunds are typically completed within 5–10 business days after approval.
7. Order Cancellations
Orders may be cancelled before shipment.
If an order has already been shipped, it will be subject to the standard return procedure.
Please contact us as soon as possible if you wish to cancel an order.
8. Exchanges
We may offer exchanges for damaged, defective, or incorrect products, subject to availability.
Please contact customer support to arrange an exchange.
9. Product Storage Responsibility
Wood products such as firewood, pellets, and briquettes should be stored in a dry, protected environment after delivery.
We cannot accept responsibility for product deterioration resulting from improper storage conditions.
10. Contact Us
For any return, refund, or exchange request, please contact our customer service team:
Holz-baumgartner
📧 Email: support@holz-baumgartner.com
📍 Address: Monham 9, 84570 Polling, Deutschland
Thank you for choosing Holz-baumgartner. We appreciate your trust and are committed to providing quality products and excellent customer service.
