At Saza Energy, we are committed to your complete satisfaction. If you are not entirely happy with your purchase, we are here to help.
We accept returns and offer product swaps for items purchased directly from us within 7 days of the delivery date. Please note that due to the nature of our products (bulk wood pellets sold by the ton), all returns and swaps must be initiated by contacting us first.
Eligibility for Returns/Swaps
To be eligible for a return or swap:
- The item must be unused and in the same condition and packaging that you received it.
- The return or swap must be requested within 7 calendar days of the original delivery date.
- You must have a receipt or proof of purchase.
2-Day Processing
Once we receive your returned product and complete our inspection, please allow up to 2 business days for us to process your request. This processing time is for:
- Inspecting the returned product.
- Initiating your refund to the original method of payment.
- Or, coordinating the dispatch of your replacement product for a swap.
The Return & Refund Process
- Contact Us: To start a return or swap, please email us at [insert email, e.g., support@sazaenergy.com] or call us at [insert phone number] within the 7-day window. Please provide your order number and the reason for your return.
- Return Authorization: We will provide you with a Return Authorization and instructions on how and where to send your package.
- Inspection & Processing: Once your return is received and inspected, we will process your request within 2 business days.
- Refund/Swap Completion:
- Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your card issuer’s policies.
- Swaps: If you requested a product swap, we will ship the correct or replacement product to you as soon as possible after processing.
Shipping Costs for Returns
- The customer is responsible for paying the shipping costs for returning the item.
- Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.
Exchanges or Swap
We only replace items if they are defective, damaged, or if we made an error in fulfilling your order. If you need to exchange it for the same product, please contact us using the information above.
Why this works for your business:
- Clarity: It clearly states the 7-day window and 2-day processing time.
- Professionalism: It outlines a formal process, which protects your business from fraudulent returns.
- Manages Expectations: By stating that the customer covers return shipping, you set a clear expectation and discourage returns unless absolutely necessary.
- Contact-Oriented: Requiring customers to contact you first gives you control over the process and allows you to potentially resolve issues without a return.