If your purchase does not meet your expectations, you may request a return, refund, or exchange. The information below outlines how the process is handled to ensure clarity and consistency.
Key Details:
- Return Period: 30 days from delivery date
- Restocking Fee: None
- Refund Time: Within 7 days
- Shipping Costs for Returns: Paid by the customer
Return Window
You have 30 days from the delivery date to return your items. To begin the return process, contact us at sales@burningwoodemporium.com. Please make sure the items are unused and still in their original packaging with all tags attached. Returns are not accepted if more than 30 days have passed since the delivery date.
Return Process
- Start by contacting us: Please send an email to sales@burningwoodemporium.com including your order information and the reason for your return. Returns sent without prior authorization will not be accepted.
- Wait for instructions: After your request is approved, we’ll provide clear instructions on how to proceed with the return.
- Secure the packaging: Ensure the item is properly packaged to prevent damage during transit.
- Shipping responsibility: Return shipping costs are the responsibility of the customer.
Refunds
After we receive your returned package, we’ll inspect it. Once approved, your refund will be processed to the original payment method. This process may take up to 7 days. We do not charge restocking fees.
Exchanges
Changed your mind and want a different item? No problem! Just reach out to us at sales@burningwoodemporium.com with the details of what you’d like to exchange, and we’ll guide you through the process.
Cancellations
If you wish to cancel your order, contact us as soon as possible at sales@burningwoodemporium.com. Please note that we cannot guarantee cancellations once the order has been processed.
Damaged or Incorrect Items
In the event you receive damaged or incorrect items, we’re here to help. Take a photo of the issue and email it to sales@burningwoodemporium.com. We’ll make sure to resolve the problem and send you the correct item or a replacement.
This policy is subject to our Terms of Service .
If you have any questions or concerns, we'll be more than happy to assist! Just let us know using some of the contact info below.
Customer Services Hours:
Monday to Friday: 9:00 AM - 5:00 PM EDT
Email: sales@burningwoodemporium.com
Phone Number: +16802233390
Contact Form: Click Here
Business Information
Burning Wood Emporium is operated by SK MARKETING SOLUTIONS LLC, a company registered in the United States.
EIN Number: 93-4943630
DUNS Number: 138060701
Address:
418 Broadway STE R
Albany New York 12207