Return and Refund Policy (30 Days)
Return and Refund Policy (30 Days)
Last updated: November 2026 • Compliant with Google Merchant Center & EU Consumer Law
Return Policy Table of Contents
- 1. 30-Day Extended Return Window
- 2. Pallet & Pellet Return Eligibility Criteria
- 3. Step-by-Step Return Process
- 4. Heavy Freight Pickup with Tail-Lift Trucks
- 5. Return Shipping Costs & Zero Restocking Fees
- 6. Refund Methods & Timelines
- 7. Transit Damage Protocol
- 8. Model Withdrawal Form
- 9. Customer Support Contact
1. 30-Day Extended Return Window
At JODY BOIS, customer satisfaction is our top priority. European consumer law mandates a 14-day statutory withdrawal period; however, we extend this guarantee to a full 30 calendar days from the date of physical receipt of your order.
2. Pallet & Pellet Return Eligibility Criteria
Due to the moisture-sensitive nature and heavy weight of our bio-fuels (800 to 1,050 kg pallets), returns are accepted under the following criteria:
- Goods must be packed securely on their original pallet.
- The protective weatherproof shrink wrap must be intact to prevent rain or atmospheric moisture penetration.
- Wood pellet bags (15 kg) must be sealed, unpunctured, and undamaged.
- Firewood logs must be unused and kept dry.
3. Step-by-Step Return Process
- Initiate Request: Email
infos@jodybois.comwith your order number and photos of the wrapped pallet. - RMA Issuance: Our logistics support will issue a Return Merchandise Authorization (RMA) within 24 business hours.
- Freight Scheduling: Our freight carrier contacts you by phone to agree upon a pickup appointment window.
- Inspection & Refund: Upon warehouse receipt and condition check, your refund is processed immediately.
4. Heavy Freight Pickup with Tail-Lift Trucks
Bulky pallets cannot be posted via parcel points. JODY BOIS dispatches a freight truck equipped with a hydraulic tail-lift and manual pallet jack for curbside pickup on firm, level ground.
5. Return Shipping Costs & Zero Restocking Fees
No hidden charges: We charge $0.00 in restocking fees. If a return is due to shipping damage, incorrect delivery, or confirmed defect, JODY BOIS covers 100% of return freight. If returning for personal preference, direct freight collection costs are clearly stated and deducted from the refund.
6. Refund Methods & Timelines
Refunds are executed within 3 to 5 business days following warehouse inspection (maximum statutory period: 14 days). The refund is credited back to the original payment method (Credit Card, Bank Wire, or PayPal).
7. Transit Damage Protocol
If your shipment arrives damaged, clearly note specific reservations on the delivery driver’s CMR bill of lading, take photographic evidence, and email us within 48 to 72 hours at infos@jodybois.com. We will replace or refund damaged goods promptly without cost to you.
8. Model Withdrawal Form
JODY BOIS – Returns Department
19 AVENUE DU DOCTEUR ARNOLD NETTER, 75012 PARIS, France
Email: infos@jodybois.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
– Order Number: [ …………………………………………………… ]
– Ordered on: [ …. / …. / …….. ] | Received on: [ …. / …. / …….. ]
– Customer Name: [ …………………………………………………… ]
– Customer Address: [ ………………………………………………… ]
Signature (only if notified on paper):
Date: [ …. / …. / …….. ]
9. Customer Support Contact
Email: infos@jodybois.com
Phone: +49 30 8967 4520 (Mon–Fri: 08:00 – 18:00 CET)
Postal Address: JODY BOIS, 19 AVENUE DU DOCTEUR ARNOLD NETTER, 75012 PARIS, France