Returns, Refunds & Warranty Policy

Straightforward Returns & Customer Support from EuroFuelSupply

At EuroFuelSupply, we want customers to purchase with confidence.

This Returns, Refunds & Warranty Policy explains how we handle order cancellations, unwanted products, damaged deliveries, faulty goods, exchanges, commercial returns and refunds.

We supply customers across Europe with products including wood pellets, firewood, biomass fuel, smokeless coal, boilers, water heaters, heat pumps, air conditioning and HVAC equipment, heating products, renewable energy solutions and shipping containers.

If you need assistance with an order, please contact our customer service team before returning any product.

Email: sales@eurofuelsupply.com
Sales: sales@eurofuelsupply.com
Phone / WhatsApp: +49 152 17842843

14-Day Right of Withdrawal

If you are an eligible consumer purchasing online or through another distance-selling method, you may have the right to cancel your order without giving a reason within 14 days after receiving the goods, subject to applicable law and statutory exceptions.

To exercise your right of withdrawal, contact EuroFuelSupply before the withdrawal period expires.

Please provide:

Your full name
Order number
Email address
Product being returned
Date the product was delivered
Confirmation that you wish to cancel the purchase

Our team will provide the appropriate return instructions.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

Returning an Unwanted Product

If you change your mind about an eligible product, please contact us before sending it back.

Customers should take reasonable care of products while deciding whether to keep them.

Where possible, returned products should include:

Original packaging
Accessories
Manuals
Components
Promotional products supplied with the order

You may inspect a product to determine its nature, characteristics and functionality, but using or handling it beyond what is reasonably necessary may affect the amount that can be refunded where permitted by law.

Please do not install, operate, fill or substantially use heating appliances, HVAC equipment or similar products if you intend to return them as unwanted.

Return Shipping Costs

For an unwanted product returned under the right of withdrawal, the customer may be responsible for the direct cost of returning the goods where permitted by applicable law and where this has been communicated before purchase.

Large products can be significantly more expensive to return.

This may apply to:

Palletised wood pellets
Bulk fuel products
Boilers
Water heaters
Heat pumps
Air conditioning equipment
Commercial heating equipment
Large HVAC systems
Shipping containers
Oversized commercial products

We recommend contacting EuroFuelSupply before arranging transportation for any large or heavy product.

Where goods are faulty, damaged, incorrect or otherwise not in conformity with the contract, different return arrangements may apply.

Products That May Not Be Eligible for Change-of-Mind Returns

Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies.

Examples can include:

Custom-made products
Personalised products
Products manufactured to customer specifications
Goods that have become inseparably mixed with other goods after delivery
Certain sealed products once opened where a legal exception applies
Services fully performed under circumstances where the right of withdrawal has been validly lost

Any statutory exclusion will be applied only where permitted by applicable law.

This does not remove your rights where goods are faulty, damaged, incorrectly supplied or otherwise legally non-conforming.

Wood Pellets, Firewood, Biomass & Solid Fuel Returns

Fuel products require particular care because their condition can be affected by moisture, contamination, opened packaging and storage conditions.

If you wish to return eligible:

Wood pellets
Firewood
Biomass products
Briquettes
Smokeless coal
Other packaged solid fuels

please contact us before opening or using the goods wherever possible.

Products should be kept:

Dry
Protected from weather
Free from contamination
In their original packaging where reasonably possible
Safely stored pending return instructions

If the product is damaged, contaminated or significantly altered after delivery due to inappropriate handling or storage, this may affect the return or refund available where permitted by law.

Boilers, Water Heaters & Heating Equipment

If you’re returning a boiler, water heater, heat pump, air conditioner or other heating appliance because you’ve changed your mind, please avoid installation or commissioning before contacting us.

Items that have been installed may require additional assessment, particularly where:

Pipework has been connected
Electrical connections have been made
Fuel, gas or water has passed through the appliance
Components have been removed
The equipment has been commissioned

This does not affect your statutory rights if the equipment is faulty or otherwise non-conforming.

Faulty Products

If a product develops a fault, please contact EuroFuelSupply as soon as reasonably possible.

Provide:

Your order number
Product name
Description of the problem
Photographs where useful
Video evidence where useful
Product serial number, where applicable
Installation information where relevant

Depending on the circumstances and applicable consumer law, an appropriate remedy may include:

Repair
Replacement
Price reduction
Refund

The remedy available will depend on the nature of the fault, applicable law and whether repair or replacement is possible and proportionate.

Consumer Legal Guarantee

Consumer products sold to customers within markets where EU consumer guarantee rules apply benefit from the applicable statutory legal guarantee.

This legal protection is separate from any additional manufacturer or commercial warranty.

A manufacturer’s warranty does not replace your statutory consumer rights.

Different or additional protections may apply depending on the country in which you live.

Manufacturer Warranties

Some boilers, water heaters, air conditioners, heat pumps and other equipment may also include a manufacturer’s commercial warranty.

Warranty length and conditions vary by manufacturer and product.

Manufacturer warranty requirements may include:

Professional installation
Correct commissioning
Product registration
Routine servicing
Proof of purchase
Serial number
Installation records

Please check the specific manufacturer’s warranty documentation supplied with your product.

Professional Installation

Certain products must be installed by appropriately qualified professionals in accordance with applicable local laws, manufacturer requirements and safety standards.

This is particularly important for:

Gas appliances
Boilers
Electrical heating products
Heat pumps
Air conditioning systems
HVAC equipment
Hot water systems

Customers are responsible for checking the installation requirements that apply in their country.

Improper installation can create serious safety risks and may affect manufacturer warranty coverage, but it does not automatically remove statutory rights unrelated to the improper installation.

Damaged Deliveries

Please inspect your delivery as soon as reasonably possible.

If an item appears damaged during transportation, contact EuroFuelSupply promptly.

Where possible, provide:

Order number
Photographs of the external packaging
Photographs of the damaged product
Description of the damage
Details of any damage noted with the carrier

Please retain the product and packaging while we investigate the issue.

Do not install or operate visibly damaged boilers, water heaters, electrical products, air conditioners or HVAC equipment until the issue has been assessed.

Missing or Incorrect Items

If your delivery is incomplete or you receive an incorrect product, contact us as soon as reasonably possible.

Please provide:

Order number
Product ordered
Product received
Quantity missing
Photographs where appropriate

We will review the order and advise you on the appropriate next steps.

Cancelling an Order Before Dispatch

If your order has not yet been dispatched, contact us immediately if you wish to cancel it.

Where cancellation is possible before dispatch, we will process the cancellation and any applicable refund.

Large, customised or special-order products may have different cancellation conditions where legally permitted and communicated before purchase.

Exchanges

If you would prefer another eligible product, contact our customer service team.

Depending on stock availability and the circumstances, we may be able to arrange an exchange.

Any difference in:

Product price
Delivery cost
Return transportation
Freight charges

will be explained before an exchange is processed.

Statutory rights remain unaffected.

Large, Palletised & Freight Returns

Large products require special return arrangements.

These can include:

Palletised fuel
Bulk biomass
Boilers
Commercial heating equipment
Heat pumps
HVAC systems
Water heaters
Shipping containers

Do not arrange an unauthorised freight return before speaking with EuroFuelSupply.

Order number
Product
Quantity
Collection address
Postcode
Country
Reason for return

Our team can advise you about the appropriate return procedure.

Shipping Container Returns

Shipping containers and other exceptionally large commercial products require specialist transportation.

Return arrangements may depend on:

Container condition
Container specification
Delivery site
Transport accessibility
Crane or unloading requirements
Collection distance
Whether the container was customised

Custom-built or modified containers may be subject to different cancellation and return rules where permitted by law.

Please contact EuroFuelSupply before arranging any container return.

How to Request a Return

Step 1 — Contact Us

Email info@eurofuelsupply.com with your order details and reason for the return.

Step 2 — Receive Return Instructions

Our team will review your request and provide the appropriate return information.

Step 3 — Prepare the Product

Package the product carefully and include all relevant components and accessories where appropriate.

Step 4 — Return or Collection

Send the product using the agreed return method or arrange collection where applicable.

Step 5 — Inspection

Returned goods may be inspected to confirm their identity, condition and the reason for return.

Step 6 — Refund, Replacement or Other Remedy

Once the return has been assessed, we will process the appropriate remedy in accordance with this policy and applicable law.

Refunds

Where a refund is due following a valid exercise of consumer withdrawal rights, it will be processed in accordance with the applicable legal timeframe.

Where permitted by law, we may wait until the returned goods have been received or until you provide evidence that they have been returned before issuing the refund.

For eligible consumer withdrawals, applicable standard outbound delivery charges will be handled in accordance with consumer law.

Additional costs resulting from choosing a premium or more expensive delivery service than our standard delivery option may not be refundable where permitted by law.

How Refunds Are Issued

Refunds will normally be made using the same payment method used for the original transaction unless another method is lawfully agreed.

Depending on your payment provider, additional time may be required for the refunded amount to appear in your account after we have processed it.

Business & Wholesale Customers

Business-to-business transactions may be subject to different cancellation and return conditions than consumer purchases.

If you’re purchasing on behalf of:

A company
Reseller
Distributor
Contractor
Installer
Commercial organisation
Industrial facility

please contact our team before returning correctly supplied products.

Commercial return eligibility, transportation costs and any applicable conditions may depend on the order agreement and product involved.

These commercial terms do not override any rights that cannot lawfully be excluded.

Products Purchased as Part of a Promotion

If an order included a free or promotional product and the main purchase is returned, we may require the promotional product to be returned as well where legally appropriate.

If it is not returned, its reasonable value may be taken into account where permitted by law.

Refused Deliveries

Refusing a delivery does not necessarily complete the formal return or cancellation process.

If you no longer want your order, please contact EuroFuelSupply so that we can correctly record your cancellation or return request.

Additional freight or return transportation costs may apply where legally permitted.

Refund or Return Questions?

Our customer support team is available to assist with:

Returns
Refunds
Damaged deliveries
Faulty products
Missing items
Exchanges
Warranty claims
Commercial returns
Pallet collections
Large-product returns

Contact EuroFuelSupply

Customer Support: sales@eurofuelsupply.com
Sales: Sales@eurofuelsupply.com
Phone / WhatsApp: +49 152 17842843

Monday – Friday
9:00 AM – 5:00 PM

Shop With Confidence at EuroFuelSupply

EuroFuelSupply is committed to clear communication, dependable customer support and fair handling of returns and product concerns.

Whether you’re buying heating fuel for your home, equipment for a commercial property or arranging a large wholesale order, our team is here to support you before and after your purchase.

EuroFuelSupply — Reliable Products. Professional Support. Serving Customers Across Europe.

This policy does not restrict or exclude any statutory consumer rights that cannot legally be limited or excluded.