Refund & Return Policy for Mother City Firewood

At Mother City Firewood, we prioritize customer satisfaction and strive to ensure clarity regarding our Refund & Return Policy:

1. Order Fulfilment: Your order is handled with utmost care to ensure it matches the advertised description. While we aim for perfection, please understand that all orders are considered final upon purchase. We meticulously source the best available stock to fulfil your requirements, assuring you of quality and reliability.
3. Damages and Issues: Your satisfaction is paramount. Upon receiving your order, we urge you to inspect it meticulously. Should you detect any defects, damages, or inconsistencies, please don't hesitate to reach out to us at mothercityfirewood@gmail.com. We are committed to addressing your concerns promptly and effectively, ensuring your experience with us is nothing short of exceptional.

Refund & Return Policy Exceptions / Non-Returnable Items:

• Local Woods: Nature's beauty comes with variations. Due to the organic nature of local woods, characterized by varying moisture levels and natural imperfections, they cannot be returned.
• Surface Moisture: External dampness does not necessarily indicate an unsuitable moisture level for burning. It is often a result of exposure to environmental elements and does not always compromise the quality of the wood.
• Green Wood: While we make every effort to avoid delivering green wood, occasional instances may arise. Green wood, being fresh or damp, may be noticeable in rare cases but will not compromise the overall quality of the order.
• Namibian Hardwoods: Ordered at your own discretion, Namibian hardwoods typically exhibit minimal issues. However, minor concerns such as occasional mould or smaller pieces in bags may not be accepted for returns.
• Eco-Friendly Firewood: Similarly, eco-friendly firewood is subject to your discretion. Minor issues such as a few broken pieces or swelling due to outdoor storage may not warrant returns.
• Mould: While mould formation can occur under certain conditions, it does not affect the usability or quality of the wood. Rest assured, the wood will burn perfectly without hassle, with any mould burning away upon exposure to flames.
• Parasites: We conduct stringent quality checks to detect any signs of insects or parasites. However, some microscopic pests may be present, particularly in local woods. These pests are harmless and are a natural occurrence in untreated wood.
• Smell/Smoke: Each type of wood possesses a unique scent when burned. Similarly, all wood produce smoke when ignited. The intensity of smoke depends on factors such as moisture content, with higher moisture levels resulting in more smoke.
• Dirt: Outdoor storage may result in minimal dirt or dust accumulation on wood surfaces. While it can be expected, it does not affect the quality or usability of the wood.
• Sizes/Cuts: Our wood products come in varied sizes and cuts, reflecting the natural diversity of the material. Unfortunately, we cannot accommodate specific size or cut requests.
• Sale Items/Gift Cards: As with most perishable goods, sale items and gift cards are non-returnable.

Learn more about our Policies

Delivery and Turnaround Times:

• We understand the importance of timely delivery. Our standard processing time for orders is 3 to 7 business days, excluding weekends and public holidays. While we endeavour to expedite delivery whenever possible, please anticipate a wait of 2 to 5 days in most cases. Larger orders may require additional processing time. We appreciate your patience and understanding as we strive to fulfil orders efficiently. In worst case events, expect a 7 to 10 business day wait in times of high demand or stock delays.

Incomplete Orders:

• In rare instances where partial stock availability occurs, we may deliver the available items first, ensuring you have access to a portion of your order while we work to fulfil the remainder promptly.

Stock Related Issues:

• While we maintain robust stock levels, unforeseen circumstances may lead to occasional shortages. Factors such as high demand or logistical challenges may impact stock availability. In such cases, we make every effort to source alternative solutions and inform you of any delays promptly.

Exchanges:

• Your satisfaction is paramount to us. Should you encounter any issues with your order, we are open to considering exchanges on a case-by-case basis. Our goal is to ensure you receive products that meet your expectations and requirements.

Refunds:

• We regret to inform you that refunds are not within our policy. However, in exceptional cases where warranted, we may offer exchanges or complementary items as a gesture of goodwill. Please understand that wood is a perishable commodity, and our policy reflects the nature of our products.

Customer Agreement:

• By making a purchase with us, you acknowledge and agree to adhere to the terms of service outlined in our refund policy. Your understanding and cooperation are greatly appreciated as we endeavour to provide you with the best possible service.

 

For further assistance or inquiries relating to our Refund & Return Policy, please do not hesitate to contact us at mothercityfirewood@gmail.com.

Please note that our Refund & Return Policy is subject to periodic review and may be updated without prior notice to align with changing circumstances and regulations.