Belgian producer since 1991
Delivery in Belgium and the Netherlands
Thousands of product lines
PEFC / FSC certified
Quality local wood
Quality guaranteed
HomeReturns & Refunds

Returns & Refunds

Simplified procedure & refund within 14 days — satisfaction guaranteed

Return conditions

You can return a product within 30 jours from receipt of your order, provided the following conditions are met:

  • The product must be in its original packaging or equivalent packaging
  • The product must not have been used or damaged by the customer
  • You must have notified your return request by email before shipping

For palletised products (pellets, bagged wood), contact us before any return so that collection can be arranged in the best possible conditions.

Non-returnable products

Certain products cannot be returned under the standard procedure owing to their nature:

  • Bulk wood: logs, stères and wood delivered in bulk straight from our lorry
  • Bulk pellets: pneumatic delivery into a private silo — physically impossible to return
  • Products made to special order or custom cuts
  • Products that have been started or whose original packaging has been opened (for hygiene/safety reasons)

For any dispute regarding these products, contact us — we will find an amicable solution.

Step-by-step return procedure

1
Notify us of your returnSend an email to info@boisdhermalle.com with your order number and the reason for the return
2
Receive our confirmationWithin 48 working hours, we send you the shipping instructions and the return address
3
Pack carefullyProtect the product to avoid any damage during transport. Enclose your original delivery note
4
Ship within 14 daysFrom the moment you notify us of your return, you have 14 days to send the product back to us
5
Refund within 14 daysOnce the product is received and checked, your refund is processed within 14 days

Required condition of returned products

On receipt, we inspect every returned product. To be refunded in full, the product must:

  • Be complete (all items, including accessories)
  • Show no abnormal damage attributable to the customer
  • Be in its original packaging or equivalent packaging

If the product loses value due to handling beyond what is necessary to assess it, we reserve the right to apply a deduction from the refund.

Return charges

  • Withdrawal (30 days): return charges payable by the customer, unless stated otherwise
  • Non-compliant product: return charges covered by BOIS D'HERMALLE
  • Defective product: return entirely free — we arrange collection
  • Our mistake: free return + return shipping covered

For pallets and heavy products, we advise you to contact us before shipping so that suitable transport can be arranged.

Refund

The refund is made within 14 jours maximum from receipt of the return or proof of dispatch (whichever is earlier).

  • Refund using the same means of payment used for the order
  • In the event of full withdrawal: outbound delivery costs refunded (cheapest option)
  • No additional charges are applied for processing the refund

You will receive a confirmation email as soon as the refund has been initiated. How long it takes to appear on your statement depends on your bank (usually 3 to 5 working days).

Defective or non-compliant product

If you receive a product that is defective, damaged in transit or not as ordered, report it within 48h suivant la réception :

  • Take photos of the product and packaging before any return
  • Contact us at info@boisdhermalle.com with the photos and your order number
  • We arrange collection at our expense and either a replacement or a full refund

For any question, our team is available by contact form or at info@boisdhermalle.com.