Refund policy

Refund Policy

At Mapleseed Firewood, we strive to provide high-quality firewood products to ensure our customers' satisfaction. However, we understand that sometimes issues may arise. Our refund policy is designed to ensure fair and reasonable outcomes for all parties.

Eligibility for Refund or Store Credit

  • Customers are eligible for a refund or store credit if they can prove that the majority of the firewood received shows clear signs of defects such as rot, infestation, or other significant issues that render the product unsuitable for use.

  • To qualify, customers must provide photographic or video evidence showing the defect(s) within 30 days of delivery.

How to Request a Refund or Store Credit

  1. Contact Us: Reach out to our customer service team at info@mapleseed.farm within 30 days of receiving your order.

  2. Provide Proof: Submit clear photos or videos that demonstrate the defects in the majority of the firewood. The evidence must clearly show the extent of the issue.

  3. Review Process: Our team will review your submission within 5 business days and determine if the product meets the criteria for a refund or store credit.

  4. Outcome Notification: If approved, you will be notified via email, and your refund or store credit will be processed within 10 business days.

Refund Method

  • Refunds: If approved, refunds will be issued to the original payment method.

  • Store Credit: If preferred, store credit will be issued for future purchases at our store.

Important Notes

  • Non-Returnable Items: Due to the nature of our products, firewood is not eligible for return. Please ensure you provide sufficient proof of defects as described above.

  • 30-Day Time Frame: Claims submitted after 30 days of delivery will not be eligible for a refund or store credit.

  • Shipping Fees: Shipping fees are non-refundable unless the defect is determined to be caused by errors on our part.

We value your business and are committed to ensuring you receive quality products. If you have any questions about this policy, please contact us at info@mapleseed.farm.

Physical address: Rainbow Forest Ltd., 1791 Barrington Street, 1505, Halifax NS B3J3K9, Canada