Refund policy
Returns
We stand behind the quality of our pellets and want you to feel confident in your purchase.
- Returns are accepted within 30 days of delivery
- Items must be unused, unopened, and in original packaging
- Due to the nature of our products, opened pellets cannot be returned
Damaged or Incorrect Orders
If your order arrives damaged or you received the wrong item, we’ll make it right.
- Contact us within 5 days of delivery
- Please include photos of the issue
- We’ll send a replacement or issue a refund at no cost to you
Return Shipping
- Customers are responsible for return shipping costs unless the item was damaged or incorrect
- We recommend using a trackable shipping service
Refunds
- Once your return is received and inspected, we’ll notify you
- Approved refunds will be issued to your original payment method within 5–7 business days
Exchanges
We currently do not offer direct exchanges. If you need a different product, please place a new order.
International Orders
- All international sales are final unless the order arrives damaged or incorrect
- Customers are responsible for any customs fees, duties, or import taxes
How to Start a Return
Email us at customercare@pelletbros.com with your order number and reason for return, and we’ll walk you through the next steps.