Return & Refund Policy – High-Quality Sawdust Briquette Charcoal

This Return & Refund Policy outlines the terms and conditions applicable to all products supplied by our company. Due to the special nature of our goods and the strict quality standards we comply with, returns and refunds are subject to the following provisions.

1. Product Certification & Quality Assurance

All of our products are accompanied by the required certificates and comply with the applicable industry standards. Upon customer request, we can arrange independent third-party laboratory analysis to verify and certify product quality before shipment.

To ensure transparency and quality control, we retain a 10 kg reference sample for each container shipped. These samples are securely stored for three (03) months from the date the goods leave our factory and are used for inspection, comparison, and quality verification if needed.

2. Non-Returnable Goods

Once the goods have been sold and delivered, we do not accept returns or exchanges under the following circumstances:

• The product has no serious defects.

• The product is damaged due to external or objective conditions during transportation, storage, or handling after delivery.

• The customer wishes to return or exchange the product due to change of mind or reasons unrelated to product quality.

Given the nature of our goods, all sales are considered final, unless a proven and significant defect—directly attributable to our manufacturing process—is identified.

3. Exceptions

A return or refund may be considered only if:

• A serious quality issue is verified and confirmed through joint inspection and comparison with the retained sample; and

• The defect is proven to be caused solely by our production or packaging process.

In such cases, we will work with the customer to determine an appropriate resolution.

4. Limitation of Liability

We are not responsible for product deterioration, damage, or quality deviation resulting from:

• Improper handling, storage, or use by the customer

• Transportation conditions beyond our control

• Environmental or external factors occurring after dispatch

• Customer-provided transportation arrangements or third-party carriers

5. Commitment to Customers

Although returns and refunds are limited due to the nature of the product, we remain committed to supporting our customers with:

• Full documentation and certificates

• Transparency in quality control

• Cooperation on technical evaluations and claims when justified