Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

    Refunds

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    If you haven’t received a refund yet, first check your bank account again.

    Then contact your credit card company, it may take some time before your refund is officially posted.

    Next contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

    Only regular priced items may be refunded. Sale items cannot be refunded.

    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

    NOT ELIGIBLE FOR RETURN
    Items that are not eligible for return include:
    -Custom-made pieces / Custom glass
    -Used items, or items that have been installed or assembled
    -Bundled kits sold at a discounted rate – the entire kit must be returned

    REFUSED AT DELIVERY
    Returned orders or refused order at delivery for any reason other than freight damage will be subject to a 10% restocking fee for parts and a 300$ transport fee plus a 15% restocking fee for heating appliances.

    Shipping returns

    All returns must include a Products return authorization to be valid. Returned parcels that are not clearly identified with a copy of the return document inside of the package will be refused.

    Products must be returned in their original packaging with all parts, including the owner’s manual if it applies. Stoves must be crated and on their original pallet.

    All return shipping fees are at the customer’s expense, except in the case of transport damage and warranty cases. Returns are subject to a 10% inspection and restocking fee for parts and 15% for heat appliances.

    Specway Wood Heat reserves the right to deduct an amount equivalent to the missing and/or damaged parts.

    Items sent to us without a return authorization form will not be processed or refunded.

    Return procedure listed below:

    1. Email us at info@ SpecwayWoodHeat.com within 30 days of delivery. Please include your name, the order number, the part numbers and the reason why you wish to complete a return.
    2. You will receive an automated email reply providing a case number. Please make a note of this number for future reference.
    3. Within 72 hours you will receive an email from one of our representatives confirming that your request has been approved or declined.

    Once the request is approved, you will receive a return authorization with detailed instructions that you must print and include in the package when shipping the product back to us.

    All return shipping cost is at the expense of the customer, and we suggest choosing a transport company that will provide a tracking number.

    Our customer service will issue the refund minus the restocking fee within 14 days of receipt of the returned products. The original shipping and handling fees are not refundable.

    When the refund is issued, you will receive an email confirming that reimbursement has been completed. Refunds are processed back to the credit card used to make the initial order. Please allow 5 to 10 business days for the refund to show on your credit card’s receipt.

    CLAIMS & WARRANTY
    If you are experiencing one the following issue with your order, please send us an email at info@specwaywoodheat.com, one of our guest service representatives will be more than happy to help!

    • Lost in shipping. Before contacting us to claim lost shipping, please contact the carrier first, providing the tracking information that you received via the confirmation email. If the carrier is unable to locate the package or the freight or confirms it is in fact lost, please email us with your name and order number. It will be our pleasure to assist!
    • Damage in shipping. Products damaged in shipping are eligible for replacement. Upon reception of your order, even if it’s not for an immediate usage, please inspect your order. If you find any damages, please email us and provide name, order number, pictures of the damage including images of the box, shipping label, packaging and damaged item. We’ll not allow replacement or refund after 30 days you received the order, per the tracking number of the carrier.
    • Missing item. Items could be shipped from different warehouses and / or on a different date. If you receive your order with missing item, please contact us. We will provide shipping date and tracking if available or replacement if required.
    • Defective item. Our products come with a 90-days warranty covering from manufacturing defects. Please refer to our WARRANTY page or click here … . If an item is confirmed defective and covered by the warranty, a replacement will be shipped, or a refund will be issued.
    • Wrong item received. If the product you received is not the one ordered, please email us including name, order number and pictures of the item received including shipping box and product label.
    • Broken glass. We warranty our glass during transit. Glass which cracks after use is considered installed improperly and will not be eligible for a warranty.
    • Item on sale. Items which were purchased during a sale will be refunded at the discounted purchase price at the time of sale if the return request respects our policies.

    Need help?

    Contact us at {email} for questions related to refunds and returns.