Return and Refund Policy
At FIREWOODEDEDGAR, we strive to provide high-quality products and an excellent customer experience. Should you not be satisfied with your purchase, our Return Policy will help you make the return process smooth. Please read the following information carefully to understand your rights and responsibilities.
Return period
You can initiate a return within 14 business days (Monday to Friday) from the date you receive your order. Please notify us as soon as possible to ensure a smooth process.
How to initiate a return
1. Contact us:
Send an email to our customer service at kontakt@brennholzededgar.com with your order number and the reason for the return.
If the item is damaged or defective, please include photos.
2. Prepare items:
Items must be unused, in their original packaging, and with all tags and labels attached.
3. Return options:
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Email: kontakt@brennholzededgar.com
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Return on site: Wethgasse 1, 97837 Erlenbach, Germany
Important note:
Customers are responsible for return shipping costs unless the item is faulty or incorrectly delivered.
Non-returnable items
Some items are non-returnable, including:
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Gift cards
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Reduced items (unless they are defective or damaged)
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Items marked as “non-returnable” at the time of purchase
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Used or worn items that are not in “unused” condition
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Personalized or custom-made items (unless they are defective)
Exchange
We offer exchanges. If you need a different variation or size, you can return the original item and request an exchange.
This is how the exchange works:
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Initiate a return: Follow the return process described above for the item you wish to exchange.
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Shipping costs: Customers are responsible for shipping costs for returns and exchanges unless the item is damaged or incorrectly shipped.
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Processing the exchange: Once we receive the returned item, we will ship the replacement item. You will receive a confirmation email once your exchange has been processed.
Damaged or incorrect items
If you receive a damaged, faulty, or incorrect item, please proceed as follows:
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Report the problem within 14 working days (Mon – Fri) after receiving the goods.
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Please provide the order number, description and photos .
Return shipping costs: We will cover the return shipping costs for damaged or incorrect items and also reimburse any shipping costs incurred.
Refund: Refunds will be issued using the same payment method used for the original purchase within 7 business days (Monday to Friday) of receiving the returned item.
Refund period
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Refunds will be made to the original method of payment.
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Processing takes up to 7 working days (Mon – Fri) .
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Your bank may need additional time to credit the refund.
Important note: If an item does not meet our return policy (eg, used, missing packaging), we cannot accept the return. No restocking fee
will be charged .
Contact information
Company name:brennholzededgarEmail: kontakt@brennholzededgar.com
Telephone number: +49 1525 7486081
Business hours: 9:00 a.m. – 5:00 p.m. (Mon – Fri), (GMT+01:00) Central European Time (Berlin)
Policy updates
We may revise our Return and Refund Policy from time to time. We encourage you to review this policy regularly.
Your continued use of our services will be deemed your acceptance of any changes.
Thank you for shopping at Feuerholz Edgar!
Your satisfaction is our top priority. We thank you for your understanding and cooperation regarding our return and refund procedures, which help us keep our promise of quality.