Eligibility for Returns
You may request a return within 30 days of delivery for most products purchased on Wood Burner. Items must be unused, uninstalled, and in their original packaging with all accessories, manuals, and hardware. Custom orders, consumables (e.g., gel fuel, fire logs), and final-sale clearance items are not eligible for return. Returns received outside this 30-day window or that show signs of installation will be subject to denial.
Initiating a Return
To start a return, email info@woodburner.net with your order number, item SKU, and reason for return. Our team will issue a Return Merchandise Authorization (RMA) number and detailed shipping instructions within 2 business days. Clearly mark the RMA number on the outside of your return package. Returns without a valid RMA will not be accepted and may be refused by our warehouse.
Return Shipping Responsibilities
For small items (accessories, tools), customers are responsible for return shipping costs unless the item is defective or damaged. We recommend using a trackable shipping method and purchasing shipping insurance to protect your return. For large items (stoves, fireplace inserts, mantels), you must arrange LTL freight or white-glove pickup; freight charges are payable by the customer unless the return is due to a manufacturer defect. If you ordered liftgate or inside delivery originally, similar services may apply to returns at your expense.
Restocking Fees
A restocking fee of 15% applies to all approved returns of large-item products to cover inspection, repackaging, and freight handling. No restocking fee applies to small-item returns if the item is unopened and in original condition. Restocking fees will be deducted from your refund amount prior to issuance. If you exchange a large item for a different model, the restocking fee still applies to the original unit.
Refund Processing
Once we receive and inspect your return, we will notify you of approval or rejection within 5 business days. Approved refunds are processed to the original payment method within 7–10 business days after approval. Refunds exclude original outbound shipping charges, duties, taxes, and any applicable restocking fees. You will receive an email confirmation with refund details and the net amount credited.
Defective or Damaged Items
If your item arrives defective or damaged, please inspect the package immediately and note any visible damage on the carrier’s delivery receipt. For concealed damage or functional defects, notify us within 7 days of delivery with photos and a description of the issue. We will coordinate a prepaid shipping label for small items or arrange freight pickup for large items at no cost to you. Upon receipt, we will repair, replace, or refund the purchase price—whichever you prefer.
Exchanges
To exchange an item, follow the same RMA process as returns and indicate your desired replacement model or accessory. We recommend placing a new order for the replacement item to ensure availability; your refund will be processed upon receipt of the original return. Any price difference between the returned and replacement item will be billed or credited accordingly. Exchange shipping fees mirror our return shipping policy.
Non-Returnable Items
The following products cannot be returned or refunded:
- Custom-built or modified units
- Consumable products (gel fuel, fire logs, filters)
- Clearance or final-sale merchandise
- Installed or used items
- Gift cards and service fees
International Returns
We currently accept returns only from customers within the United States and Canada. International customers should contact info@woodburner.net for special instructions; additional duties, taxes, and freight costs may apply. Returns shipped from outside our service areas without prior approval will be refused.
Contact Information
For all return inquiries, RMA requests, and status updates, reach out to our Returns Team: Email: info@woodburner.net
Please have your order number and item details ready to expedite your request.