Refund and Return Policy

1. Voluntary Return Policy

Under UAE consumer regulations, international cross-border purchases may not automatically include a statutory right of withdrawal.

However, we voluntarily offer a return period of up to 14 days from the date of delivery.

To request a return, please contact us by email at:

info@bioethanol-fireplace.ae

Please include your order number and reason for the return.

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2. Return Conditions

Returned products must be unused, uninstalled and in the same condition in which they were received.

Products must be returned with all original packaging, accessories and documentation where reasonably possible.

Products that have been installed, used, modified or damaged after delivery may not qualify for a full refund.

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3. Return Shipping

The customer is responsible for arranging and paying for return shipping.

Return shipments must be sent to our warehouse in Europe.

The customer bears all risks associated with the return shipment until the goods have been received and inspected by us.

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4. Return Shipping Costs

Due to the size and weight of many of our products, return shipping costs may be significant.

Typical return transport costs may include:

• Pallet shipments: up to 300 EUR or more depending on location
• Parcel shipments: depending on courier rates

These costs are the responsibility of the customer unless the product is confirmed to be faulty.

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5. Import Duties and Taxes

Orders shipped to the United Arab Emirates are exported from the European Union.

Import duties, local VAT, customs clearance fees and courier handling charges may apply upon import into the UAE.

These charges are imposed by local authorities and are the responsibility of the customer.

Such charges are non-refundable by the seller.

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6. Refund Processing

Refunds will be processed within 14 days after the returned goods have been received and inspected.

Refunds will be issued using the original payment method used during the purchase.

The original shipping cost may be deducted from the refund unless the return is due to a confirmed product defect.

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7. Product Inspection and Value Reduction

Customers may inspect the goods to the extent necessary to determine their nature and characteristics.

If products have been used beyond reasonable inspection, we reserve the right to reduce the refund amount to reflect the reduced commercial value of the goods.

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8. Damaged or Faulty Products

If you receive a product that appears to be damaged or faulty, please contact us as soon as possible and provide photographs of the issue.

We will review the case and offer an appropriate solution which may include replacement, repair or refund.

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9. Non-Returnable Items

Custom-made, special order or personalised products cannot be returned unless they are defective.

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10. Limitation

This return policy does not affect any mandatory consumer rights that may apply under applicable law.