1. Our Commitment to Customer Satisfaction

At BCA Bois Connexes, customer satisfaction and product quality are at the heart of everything we do.
We ensure that all firewood, pellets, compressed wood, and pellet stoves meet strict European standards for moisture content, packaging, and performance.

If, however, you are not fully satisfied with your purchase, our Returns, Refunds & Warranty Policy provides a clear process for resolving issues quickly and fairly.

2. Eligibility for Returns

Because our products are natural, heavy, and often perishable (wood fuel, pellets, briquettes), returns are limited to specific situations:

You may request a return within 7 days of delivery if:

You received the wrong item or size (e.g., 25 cm logs instead of 33 cm).
The product was damaged during transport (visible damage to the pallet, packaging, or product).
The product shows a manufacturing or quality defect (e.g., excessive moisture or broken packaging).

Please note:

Products must remain unused and in their original packaging.
Opened or partially used products cannot be returned.
Returns are not accepted for change-of-mind purchases or improper storage by the customer.

3. How to Request a Return

To initiate a return:

1 Contact our Customer Support Team at support@bcaboisconnexes.store.

2 Include your order number, delivery date, and clear photos showing the issue.

3 Our support staff will review your case within 2 business days and provide instructions for the next steps.

Once approved, we'll organize either:

A replacement shipment, or
A refund to your original payment method (depending on the case).

4. Refund Conditions & Timeline

If your refund is approved:

The refund will be processed within 5–10 business days of receiving the returned goods.
Refunds are issued to the original payment method used during checkout (Stripe or Bank Transfer).

Refunds may be partial if:

Only part of the delivery was affected.
The goods are returned damaged beyond the original issue.

5. Non-Returnable Items

The following products are not eligible for return or refund:

🚫 Open or partially used wood, pellets, or briquettes.

📦 Custom or bulk/wholesale orders.

💧 Products stored incorrectly (e.g., exposed to moisture, rain, or direct sunlight).

🏷️ Items marked as "Final Sale" or promotional bundles.

6. Damaged or Defective Deliveries

If your delivery arrives damaged:

📝 Note the issue on the delivery slip before signing for the shipment.

📸 Take photos of the damage immediately (including pallet, wrapping, and labels).

📧 Send these details to support@bcaboisconnexes.store within 24 hours of delivery.

This ensures our logistics partners can process claims quickly and allows us to resolve the issue efficiently.

7. Warranty Policy (Pellet Stoves & Equipment)

All pellet stoves and heating equipment sold by BCA Bois Connexes come with a manufacturer warranty (minimum 2 years, as required by EU law).

Warranty covers:

Manufacturing defects
Electrical component failure
Faulty assembly or material flaws

Warranty does not cover:

Normal wear and tear
Damage caused by misuse, poor installation, or lack of maintenance
Non-compliance with the manufacturer's usage instructions

To submit a warranty claim, contact support@bcaboisconnexes.store with proof of purchase, product serial number, and photos/videos of the issue.

8. Quality & Moisture Guarantee (Firewood & Pellets)

We guarantee that our firewood and pellets meet European standards for quality and efficiency:

Firewood:

≤ 20% moisture content for "extra-sec" (extra dry) wood

Pellets:

Certified ENplus A1 or equivalent standard

If you believe a product does not meet these standards, please contact us immediately with documentation or photos for review.

9. Order Cancellations

Orders may be cancelled before dispatch without penalty.
Once the order has been shipped or loaded for delivery, cancellation may not be possible.

In case of a cancellation request after shipment, return shipping costs will be deducted from the refund.

10. Contact & Assistance

If you have any questions about returns, refunds, or warranty coverage, please contact:

📧 support@bcaboisconnexes.store

📞 07 48 65 79 15

🏠 27 rue d'Estienne d'Orves, 94370 Sucy-en-Brie, France

11. Legal Framework

This policy complies with the EU Consumer Rights Directive (2011/83/EU) and French consumer law, ensuring transparency and fairness for all customers purchasing through bcaboisconnexes.store.