Returns and cancellations

Have you changed your mind?

Here are the steps to return your order and get a refund from BTK Firewoods & Pellets.

14 days to change your mind

As a consumer, you have 14 calendar days from the day after receipt to inform us of your withdrawal, without having to justify your decision.

For an order delivered in several installments, this period begins after receipt of the last item, batch, or component. If the last day falls on a Saturday, Sunday, or public holiday, it is extended to the next working day.

Send us your request

Send the form below, or a statement clearly expressing your decision, by email to contact@cardvaultstore.com.

Please provide your name, order number, and the products concerned to facilitate processing. Your cancellation does not require our prior authorization.

Product returns

Return the products no later than 14 days after sending your decision.

Costs and transport

You are responsible for the direct costs of return shipping. For pallets and heavy items, we can work with you to find a suitable collection solution and agree on the terms.

Product condition

Protect the products during transport and store them away from moisture. Use their original packaging if possible, or suitable protection.

Depreciation resulting from handling other than that necessary to verify the nature, characteristics, and operation of the goods may be taken into account in the reimbursement. Fuel consumption exceeds these verifications.

Refund

We will refund all payments made, including standard delivery charges, within 14 days of your request. Additional charges for delivery methods more expensive than our standard delivery are non-refundable.

We may defer reimbursement until we receive the products or proof of shipment, whichever comes first, unless we offer to collect them.

The refund will be issued using the original payment method, unless expressly agreed upon for another method free of charge.

Damaged or non-compliant product

Contact us describing the problem, with photos if possible. This situation falls under legal guarantees: the return shipping costs necessary to implement them are not your responsibility.

Withdrawal form

You can copy this template and send it to us by email. Its use is optional.

To: BTK Firewoods & Pellets, contact@cardvaultstore.com

I/We (*) hereby notify you of my/our (*) withdrawal from the contract for the sale of the following goods (*):

Product(s) concerned: 










Ordered on (*) / received on (*): 










Order number (optional): 










Name of consumer(s): 










Address of consumer(s): 










Date: 










Signature: only for paper submissions

(*) Delete as appropriate.