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SHIPPING POLICY

At The Wood Bros, we aim to provide a seamless shipping experience for our customers. We offer various shipping methods to ensure your firewood and braai wood are delivered to your doorstep in a timely manner. Our packaging is designed to protect the quality of the wood during transit. For details about shipping costs, please refer to our FAQ section.
 
When it comes to our shipping policy, we want to keep it simple and transparent. We value your trust and satisfaction, and we strive to make your online shopping experience with us as smooth as possible.

RETURN & EXCHANGE POLICY

We understand that circumstances may change, and we want you to be completely satisfied with your purchase from The Wood Bros. If you find yourself dissatisfied with our firewood or braai wood, please reach out to our customer service team. We have a straightforward return and exchange policy in place to ensure that you can shop with confidence.
 
Our goal is to build trust and assure you that your satisfaction is our priority. We believe in fair and transparent policies to maintain a positive customer experience.

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Returns Policy

At The Wood Bros, we strive to ensure that our customers receive the highest quality firewood and have a seamless shopping experience. If, for any reason, you are not entirely satisfied with your purchase, we are here to help.

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1. Eligibility for Returns

To be eligible for a return, your item must:

  • Be unused and in the same condition that you received it.

  • Be in the original packaging.

  • Let us know if there is a problem with the wood within 2 days.

  • Wood Over 20% Moisture.

2. How to Initiate a Return

To start the return process, please follow these steps:

  1. Contact Us: Email our customer service team at thewoodbros11@gmail.com with your order number and the reason for the return.

  2. Approval: Once we receive your request, we will inspect the details and notify you of the approval or rejection of your return.

  3. Return Shipping: If approved, we will provide instructions on how to send the item back to us.

3. Refunds

Once your return is received and inspected, we will:

  • Notify you via email about the status of your refund.

  • If approved, a refund will be processed, and a credit will automatically be applied to your original payment method within 5-7 business days.

4. Exchanges

We only replace items if they are defective (over 20% moisture) or damaged. If you need to exchange an item for the same product, please email us at thewoodbros11@gmail.com with your order number and details about the issue.

5. Non-Returnable Items

The following items are not eligible for return:

  • Opened or used firewood.

  • Custom or special orders.

  • Items on sale or clearance.

  • Wood Under 20% Moisture.

6. Return Shipping Costs

  • Customers are responsible for paying their shipping costs for returning items. Shipping costs are non-refundable.

  • If you receive a refund, the cost of return shipping will be deducted from your refund.

7. Damaged or Incorrect Items

If you received a damaged or incorrect item, please get in touch with us immediately at thewoodbros11@gmail.com with details and photos of the product. We will arrange for a replacement or refund as soon as possible.

8. Contact Us

If you have any questions about our Returns Policy, don't hesitate to get in touch with us at:

Contact
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