Cancellation, returns and refunds

Your right to cancel

If you purchase as a consumer, you may cancel without giving a reason within 14 days of receiving the goods yourself or through a designated third party other than the carrier. For orders delivered in several shipments, the period starts on receipt of the last item. Applicable legal exceptions, such as goods made to your specifications or clearly personalised, must be stated before purchase; there is no general exclusion for the fuels in our catalogue.

How to notify us

Send a clear statement to kontakt@brennholz-direk.de, by post to Franciscusweg 16, 1216SK Hilversum, Netherlandsor use the function below, which is available without an account. Include your name and information identifying the order or items. Sending your notice before the deadline is sufficient. The model form is optional.

Returning goods

Return the goods within 14 days of notifying us, unless Bren-nholz offers to collect them. Return costs are covered by Bren-nholz, including pallets. Contact us to arrange the return, especially pallet collection. These arrangements do not affect the validity of your cancellation notice.

Return address: Marie-Curie-Straße 3, 48599 Gronau, Germany

Intact packaging is not required and an opened bag is not automatically excluded. A deduction for loss of value may apply only for handling beyond what is necessary to establish the nature, characteristics and functioning of the product, subject to applicable law. Protect the goods during transport.

Refunds

Bren-nholz refunds amounts received within 14 days of cancellation notice. The refund may be withheld until the goods or proof of dispatch are received, whichever occurs first, unless Bren-nholz offers collection.

Refunds use the same payment method unless another cost-free method is expressly agreed. Any standard delivery charges paid are refunded; extra costs for a more expensive delivery method chosen by the customer are not. Our standard delivery in Germany is included in product prices.

Damaged, incorrect or non-conforming goods

A complaint is separate from cancellation and does not reduce your statutory warranty rights. Report the problem through the contact form with your reference and, if possible, photos. Your rights concerning defects under German law, including sections 434 onwards and 437 BGB, remain applicable.

Model cancellation form

To Leylines — Bren-nholz, Franciscusweg 16, 1216SK Hilversum, Netherlands, kontakt@brennholz-direk.de :

I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods: Goods and order reference: … Ordered on / received on: … Consumer name(s): … Consumer address(es): … Date: … Signature (only for paper notices): … Delete as appropriate.