Manchester Heating Pellets Return Policy

1. Policy Scope and Application This Return Policy outlines the terms and conditions under which returns are accepted for purchases made from Manchester Wood Pellets LLC (dba Manchester Heating Pellets), referred to here as "the Company." This policy is designed to comply with the laws and statutes of Connecticut and aims to ensure a clear understanding of the return process.

2. Notification of Damaged Product If a product (specifically, a pallet of heating pellets) is found to be damaged upon delivery, the customer must notify the Company within one week of delivery. The notification must include photographic evidence of the damage, a detailed description of the issue, and proof of purchase. It must be submitted in writing via email or registered mail.

3. Credit for Damaged Product Upon confirmation of damage by the Company, customers may be eligible for a credit equivalent to the purchase price of the damaged product, to be used for future purchases. The determination of damage and eligibility for credit is at the sole discretion of the Company.

4. Non-Returnable Conditions Related to Pellet Stove Failures Returns based on dissatisfaction with the performance of the pellets, where issues are related to the customer's pellet stove rather than the pellets themselves, will not be accepted under the following conditions:

  • Igniter Issues: If the stove’s igniter is physically damaged, worn out, or not receiving the proper voltage, which prevents it from igniting the pellets, this is not a defect of the pellets. The igniter is a component of the stove.

  • Airflow Problems: If restricted airflow, either too much or too little, hinders the burning of the pellets, this results from blocked vents, a malfunctioning combustion blower, or problems with the stove's air intake. These issues are related to the stove’s equipment.

  • Electrical/Component Failures: If the stove fails to start or operate correctly due to problems with the control board, fuses, or other electrical components, these are inherent problems with the stove, not the pellets.

  • Thermocouple Failure: If the stove shuts down due to a malfunctioning thermocouple, which fails to detect a flame, this issue is related to the stove's components.

Customers experiencing these issues should consult with the manufacturer of the pellet stove or a qualified technician for diagnostics and repair, rather than returning the pellets.

5. Returns Process for Eligible Products If a return is accepted for reasons other than pellet stove failures, the product must be unused, in its original packaging, and returned at the customer’s expense. The Company may offer a credit to the customer’s account following a satisfactory inspection of the returned goods.

6. Refunds for returned products will be issued either as credits to the customer’s account with the Company, usable for future purchases, or as cash refunds, depending on the customer's preference. Refunds will be processed within 30 days following the receipt and inspection of the returned product.

7. Amendments: The Company reserves the right to amend this Return Policy at any time. Such amendments will be effective immediately upon posting on the Company’s website.

8. Governing Law: This Return Policy shall be governed by and construed in accordance with the laws of the State of Connecticut.

9. Contact Information: For questions or notifications related to this Return Policy, please contact our Customer Service Department at the provided contact information.

This Return Policy aims to clarify our stance on returns, ensuring that both the Company and its customers understand the terms under which returns are accepted or declined. We appreciate your cooperation and understanding.

Please contact us with this form if you have questions or would like to return a product.