Wood Products Return Policy

We strive to provide the highest-quality braai wood for your grilling and smoking needs. However, if you are not completely satisfied with your purchase, our return policy ensures a smooth and fair process.

Eligibility for Returns
Returns are accepted within 7 days of purchase.

The wood must be unused, unaltered, and in its original packaging.

Opened or partially used wood cannot be returned due to safety and quality concerns.

Non-Returnable Items
Custom or specially ordered wood blends.

Wood that has been exposed to moisture or environmental damage.

Any product purchased as "clearance" or "final sale."

Return Process
Contact our customer service at +27 71 961 5213 with your order details.

Provide proof of purchase (receipt or order number).

After approval, securely package the wood and deliver it to the provided return address.

Refunds & Exchanges
Upon receiving the returned item, we will inspect it and process your refund or exchange within 7 business days.

Refunds will be issued to the original payment method.

Exchanges can be made for an equal or higher-value product (additional costs may apply).

Damaged or Defective Products
If your wood product arrives damaged severely or with high moisture count or mould, please contact us within 5 days of delivery. We will arrange a replacement or refund at no cost.

If a return request is made, the product may be picked up for assessment to verify eligibility.

Should the assessment determine that the return claim is false or unjustified (e.g., the product was in proper condition upon pickup), the product will be returned to the customer.

A 20% processing/restocking fee will be applied to cover handling costs.

Wood Weight Policy
We are committed to providing the driest wood, accurately measured for your grilling and smoking needs. Please review our weight policy below:

Weight Verification
Wood is weighed before packaging and shipment to ensure it meets the stated weight.

Natural variations in moisture content may cause minor fluctuations in weight over time.

If you suspect an error in weight upon delivery, please contact customer service within 3 days of receipt.

Discrepancy Resolution
If a weight discrepancy claim is made, the product may be collected for verification.

If the assessment confirms an underweight delivery, we will provide a replacement or refund based on the missing weight.

If the claim is found to be inaccurate, the original product will be returned to the customer, and a 20% processing/restocking fee may apply.

Moisture & Weight Changes
Wood's weight may change due to natural drying during transport or storage.

Small variations in weight (typically within 5-10%) are normal and do not qualify for returns or refunds.