Returns

At Oko Solid Fuels, we strive to provide our customers with the highest quality eco-friendly sawdust briquettes. However, we understand that there may be instances where you need to return a product. This Returns Policy outlines the guidelines and procedures for returning items purchased from our website.

Eligibility for Returns

In order to be eligible for a return, the following conditions must be met:

  1. The item must be unused and in the same condition as when you received it.
  2. The item must be in its original packaging.
  3. The return request must be made within 30 days of the purchase date.

Return Process

If you wish to return an item, please follow these steps:

  1. Contact our customer support team at sales@okosolidfuels.com to initiate the return process. Please provide your order number and a detailed explanation for the return.
  2. Once your return request is approved, you will receive a Return Merchandise Authorisation (RMA) number. Please include this number on the outside of the package when returning the item.
  3. Ship the item back to us using a trackable shipping method. You will be responsible for the return shipping costs.
  4. Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria mentioned above.
  5. If the return is approved, we will issue a refund to the original payment method used for the purchase. Please note that it may take up to 10 business days for the refund to be processed and reflected in your account.

Non-Returnable Items

While we strive to accommodate returns for all eligible items, there are certain products that are non-returnable. These include:

  • Items that have been used or are not in their original condition.
  • Items that have been damaged or altered after delivery.

Exchanges

Unfortunately, we do not offer exchanges at this time. If you wish to exchange an item, please follow the return process outlined above and place a new order for the desired item.

Contact Us

If you have any further questions or concerns regarding our Returns Policy, please don't hesitate to contact our customer support team at sales@okosolidfuels.com. We are here to assist you and ensure your satisfaction with our products.