At Wood SP ZOO, customer satisfaction and quality assurance are our top priorities. If you are not entirely satisfied with your purchase, we are here to help you resolve the issue as quickly as possible.

1. Returns Eligibility

To be eligible for a return and refund, please ensure that:

• Return Window: You initiate the return request within 14 calendar days of receiving your order.
• Product Condition: Products must be unused, in their original condition, and in their original unopened packaging (e.g., unopened bags of wood pellets, unbroken pallets, or original product wraps).
• Proof of Purchase: A valid receipt, order number, or tax invoice must be provided.

Non-Returnable Items: Opened or partially used bags of biomass products, custom or non-standard timber cuts, and items damaged due to improper storage after delivery (e.g., exposure to rain or humidity) cannot be returned.

2. Order Cancellations

• Before Dispatch: You may cancel your order for a full refund at any time before it has been dispatched from our warehouse or shipping facility.
• After Dispatch: If your order has already been picked up by the carrier, it cannot be canceled. You must follow our standard return process upon delivery, and original or return shipping fees may apply.

3. Damaged, Defective, or Incorrect Items

We take great care in packaging and palletizing your orders, but issues can occasionally occur during transit.

1. Inspection upon Delivery: Please inspect all packages or pallets upon arrival.
2. Documenting Damage: If you notice visible damage or receive the wrong items, note the damage on the carrier’s Delivery Note / Proof of Delivery before signing.
3. Notify Us: Take clear photographs of the damaged items and packaging, and email us at info@woodspzoo.pl within 48 hours of delivery.
4. Resolution: We will promptly review your claim and arrange for a replacement shipment or a full/partial refund at no additional cost to you.

4. Return Shipping Costs

• Defective or Damaged Items: If the return is due to a product defect, transit damage, or an error on our part, Pellet Spor Energy LDA will cover all return shipping and freight costs.
• Change of Mind / Voluntary Returns: If you are returning products due to a change of mind or ordering errors, you will be responsible for paying the return shipping or freight collection costs.

5. Refund Process & Timelines

• Inspection: Once we receive your returned items at our facility, our quality control team will inspect them and notify you of the status of your refund.
• Approval: If approved, your refund will be processed back to your original method of payment (e.g., bank transfer, credit card) within 5 to 10 business days.
• Processing Delays: Please note that financial institutions and credit card issuers may take additional time to post the credit to your account.

6. Contact Us

If you have any questions regarding returns, refunds, or damaged shipments, please contact our support team:  

• Email: info@woodspzoo.pl  
• Hours: Monday – Friday: 8:30 am – 5:00 pm (Bank Holidays: Closed)  
• Address: ul. Złota 59, 00-120 Warszawa , Poland