Return & Refund Policy

At NLpellets B.V., product quality, industry compliance, and professional service are the foundations of our wholesale partnerships. If you experience an issue with your biomass shipment or need to address an order discrepancy, our commercial team is here to assist you promptly.

1. Eligibility for Returns & Discrepancies

Due to the commercial nature of wholesale wood pellet and biomass distribution, returns and order dispute requests must satisfy the following criteria:

  • Notification Window: Discrepancies or return requests must be reported in writing within 14 calendar days of physical delivery.
  • Cargo Condition: All products must remain intact, unused, and in their original packaging. Shrink wrap and pallet straps must be intact, and 15 kg bags and bulk bags must be unopened.
  • Commercial Documentation: Requests must be accompanied by the relevant sales order confirmation, proforma invoice, or Dutch tax invoice number.

Non-Returnable Goods: Opened or compromised pellet bags, custom-bagged or private-label orders, bulk loose shipments once tipped, and inventory damaged due to improper on-site storage (such as moisture absorption, outdoor rain exposure, or improper stacking) are strictly non-returnable.

2. Order Cancellations

  • Prior to Dispatch: Wholesale orders may be canceled for a full refund or balance credit provided written notice is received and acknowledged prior to carrier loading and facility dispatch.
  • Following Dispatch: Once transport documentation (CMR / consignment bill) is generated and freight collection has occurred, the shipment cannot be intercepted or canceled free of charge. In such circumstances, standard return protocols apply, and all incurred outward freight and carrier return tariffs remain the responsibility of the buyer.

3. Damaged, Non-Conforming, or Short Shipments

We ensure that all pellet shipments leave certified production and storage facilities securely strapped and weather-wrapped. Should issues occur during road or rail freight transit:

  1. Initial Arrival Inspection: Perform a visual check of all pallets and protective film before offloading or immediately while the carrier is on site.
  2. Mandatory CMR / POD Endorsement: Clearly mark any torn packaging, broken pallets, visible wetness, or quantity shortages on the carrier’s official CMR consignment note or digital Proof of Delivery (POD) prior to signing. Cleanly signed PODs restrict post-delivery carrier claim validity.
  3. Photo & Document Submission: Take clear, timestamped photos of the damaged cargo, the pallet labels, and the annotated POD, and submit them to sales@nlpelletsbv.com within 48 hours of receipt.
  4. Resolution Procedure: Following internal review and transport assessment, NLpellets B.V. will provide a prompt remedy, which may include dispatching replacement pallets, issuing a credit note against future invoices, or arranging a commercial refund.

4. Return Logistics & Freight Charges

  • Defects, Discrepancies, or Carrier Faults: Where an issue is verified as product non-conformity, carrier mishandling noted on delivery, or a dispatch error, NLpellets B.V. will cover or reimburse all necessary return freight costs.
  • Buyer-Initiated Returns: For authorized voluntary returns or buyer ordering mistakes, the buyer assumes full responsibility for all return transport arrangements, freight charges, and any associated warehouse re-handling fees.

5. Inspection & Refund Execution

  • Facility Inspection: Upon receipt of returned stock at our logistics facility, goods undergo inspection by our warehouse team to verify seal integrity, moisture levels, and pallet counts.
  • Refund & Credit Note Processing: Upon formal claim approval, refunds will be credited via SEPA business bank transfer to the originating business account within 5 to 10 business days, or credited directly to your trade balance.
  • Bank Processing Times: International cross-border bank transfers may require an additional 1 to 3 banking days depending on clearing networks.

6. Contact & Trade Claims Desk

For questions regarding returns, cargo claims, or consignment status, contact our support desk:

  • Company Name: NLpellets B.V.
  • Address: Valendrieseweg 295, 6603 AC Wijchen, Netherlands
  • KvK Number: 56042388 | VAT: NL851953840B01
  • Email: sales@nlpelletsbv.com
  • WhatsApp / Phone: +31 6 20995263
  • Business Hours: Monday – Friday: 08:30 – 17:00 CET (Closed on Dutch Public Holidays)