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Return and Refund Policy

Key Information

  • You can initiate returns within 30 days

  • 5 days to process refunds

  • 25% Restocking Fee

  • Customer is responsible for return shipping cost

Refunds and Returns

If you need to exchange or return your product, you can start the process at any point during the 30 day return period. Simply contact our support at sales@burningwoodemporium.com.

Let us know if you want to do a return or an exchange. Please be aware that you will be responsible for the return shipping costs and we also have a 25 % restocking fee. When you are sending the package, please choose a service that provides a track & trace code (and let our support know).

When we receive your package, it may take up to 5 days to thoroughly inspect it. Once we reach a decision whether your return is eligible, we will notify you via email. Then it takes up to additional 5 days before your funds are returned.

Order Cancellation

If you decide to cancel your order, please email us as soon as possible. Once orders are shipped, they cannot be changed.

Chargeback policy

We are here to help you resolve any issues or to help you understand our policies. Please be aware that if you file for a fraudulent chargeback, we will held you criminally liable. Talk to us first before you file for a chargeback!

What if my order arrives damaged?

First of all, we apologize for the inconvenience. Please immediately document the damage (we accept both photos and videos) and send it to sales@burningwoodemporium.com, also include your order number and comments of what's damaged. You need to submit this report within 24hrs after receiving the package.

We will do our best to solve this issue quickly!

Exchanges

We only replace items if they are defective or damaged. If you need to exchange your item, please send us an email at sales@burningwoodemporium.com. The fastest way to ensure you get what you want is to return the item you have and place a new order for the desired item.

Business Details

Burning Wood Emporium is operated by SK MARKETING SOLUTIONS LLC registered in the United States, EIN 93-4943630 

Address

418 Broadway STE R

Albany New York 12207

Customer service contact: