At EP Biomass, we are committed to delivering high-quality wood pellets and biomass products that meet agreed specifications and industry standards. Due to the nature of our products and logistics, our return policy is structured to ensure transparency, fairness, and efficiency for both parties.

1. Product Quality Assurance

All products supplied by EP Biomass, including ENplus® A1 wood pellets, briquettes, firewood, charcoal, and other biomass materials, are inspected prior to dispatch to ensure they meet agreed specifications and quality standards.

Where applicable, products may be accompanied by:

Quality certificates (ENplus®, DINplus, etc.)

Inspection reports

Delivery and transport documentation

2. Returns Eligibility

Due to the nature of bulk and palletized goods, returns are only accepted under the following conditions:

The product delivered does not match the agreed specifications

The product is damaged during transport (clearly documented at delivery)

The quantity delivered is significantly different from the invoiced quantity

Returns will not be accepted for:

Improper storage after delivery

Normal variations in natural biomass products

Minor packaging damage that does not affect product quality

Change of mind after order confirmation and shipment

3. Inspection Upon Delivery

Customers are required to:

Inspect goods immediately upon delivery

Report any damage or discrepancy on the delivery note (CMR)

Notify EP Biomass within 24 hours of delivery

Failure to report issues within this timeframe may result in the claim being declined.

4. Claims Procedure

To initiate a claim, the customer must provide:

Written notification with detailed description of the issue

Photos or video evidence of the product and packaging

Copy of delivery documents (CMR, invoice, etc.)

All claims should be sent to our official company email.

5. Return Authorization

No goods may be returned without prior written approval from EP Biomass.

If a return is approved:

Return instructions will be provided

Goods must be returned in original condition and packaging

Unauthorized returns will not be accepted

6. Refund Policy

Once a claim is reviewed and approved, EP Biomass may offer one of the following solutions:

Partial refund based on the level of non-conformity

Replacement of the affected goods

Credit note for future orders

Refunds, if applicable, will be processed using the original payment method within a reasonable timeframe.

7. Transport Responsibility

If the issue is confirmed to be due to supplier or transport fault, EP Biomass will take responsibility for the resolution

If the issue arises after delivery due to handling or storage by the customer, the claim may not be accepted

8. Order Cancellation

Orders cannot be canceled once:

Production has started

Goods have been prepared for dispatch

Shipment has been booked or is in transit

In such cases, cancellation may result in applicable costs or penalties.

9. Natural Product Disclaimer

Biomass products such as wood pellets, briquettes, firewood, and charcoal are natural materials. Slight variations in:

Color

Texture

Density

may occur and are not considered defects.

10. Contact Information

For any questions or claims regarding your order, please contact: