Shipping & Returns
Shipping Policy
1. Shipping Coverage RZ Pellets ships products across: Austria and neighboring EU countries Selected international markets Authorized distributors worldwide Shipping availability may vary depending on order volume, local regulations, and logistical access. 2. Order Processing Time All orders are processed within 2–5 business days after payment confirmation. Processing time includes: Order verification Quality inspection Packing and palletizing Coordination with freight partners Orders placed on weekends or public holidays will be processed the next business day. 3. Shipping Methods We offer multiple shipping options depending on destination and order size: A. Domestic (Austria & EU) Palletized delivery via certified freight carriers Bulk transport for large commercial orders Standard and express delivery options where applicable B. International Road freight (EU regions) Sea freight (bulk, containerized, or bagged pallets) Rail freight (selected territories) Air freight upon request All international shipments comply with export documentation, customs requirements, and product handling standards. 4. Delivery Timeframes Estimated delivery times depend on destination and shipping method: Austria: 2–5 business days EU Countries: 5–12 business days International Shipments: 20–45 days by sea freight; 5–10 days by air These estimates do not include customs clearance delays or unforeseen logistical constraints. 5. Shipping Costs Shipping costs are calculated based on: Destination Shipment volume and weight Selected shipping method Applicable handling and documentation fees Customers will receive a detailed cost breakdown in their official quotation or pro forma invoice. 6. Packaging & Handling All RZ Pellets products are packed using industry-standard, high-durability palletizing and bag protection methods to maintain product integrity throughout transport. Packaging features include: Weather-resistant sealed pellet bags Reinforced and shrink-wrapped pallets Load security measures for long-distance transport Special packaging requirements may be accommodated upon request. 7. Tracking & Communication Once the shipment is dispatched, customers will receive: A shipment confirmation notice Tracking details (when available) Estimated delivery schedule Contact information for the logistics provider Dedicated customer support is available for shipping updates and delivery coordination. 8. Customs, Duties & Import Regulations For international shipments: All customs duties, taxes, and import charges are the responsibility of the buyer unless otherwise agreed in writing. RZ Pellets provides all required export documentation, including the commercial invoice, packing list, certificate of origin, and any certification stipulated in the sales contract. Failure by the buyer to comply with local import regulations may result in delays not attributable to RZ Pellets. 9. Delivery Conditions & Inspection Upon delivery, customers are responsible for inspecting the goods for: Bag integrity Moisture exposure Packaging damage Quantity discrepancies Any visible damage must be reported immediately to both the carrier and RZ Pellets, supported by photos and written documentation. Claims submitted after the carrier’s allowed reporting window may not be accepted. 10. Failed Delivery Attempts If a delivery cannot be completed due to: Inaccurate delivery details Inability to receive goods Lack of unloading equipment Customs refusal Additional storage, redelivery, or demurrage fees may apply. These fees will be charged to the buyer. 11. Freight Insurance All shipments include basic freight insurance in accordance with shipping regulations. Additional comprehensive insurance coverage is available upon request. 12. Contact Information For shipping inquiries, updates, or support, please contact: RZ Pellets – Logistics & Customer Support Email: (Insert email) Phone: (Insert number) Website: (Insert site URL) Business Hours: Monday–Friday, 08:00–17:00 CET
Return & Exchange Policy
1. Eligibility for Returns Customers may request a return or replacement under the following conditions: a. Damaged Goods If products arrive damaged, torn, or compromised during transport, customers must report the issue within 48 hours of receiving the shipment. b. Defective Product Quality Returns may be accepted if the pellets show: Excessive dust or crumbling Moisture or mold Contamination Unusual smell, color, or pellet size inconsistent with RZ Pellets standards A quality inspection report may be required. c. Incorrect Shipment If the customer receives the wrong product, quantity, or packaging, RZ Pellets will arrange replacement at no additional cost. 2. Conditions for Return Approval To qualify for return processing: Products must remain in their original, unopened packaging unless the defect is internal. Evidence such as photos, videos, or delivery notes must be provided by the customer. RZ Pellets reserves the right to inspect or request third-party verification (e.g., SGS) before approving a claim. 3. Non-Returnable Items For safety, hygiene, and logistical reasons, the following items cannot be returned: Opened or partially used pellet bags Products stored improperly after delivery (e.g., exposure to water or humidity) Items damaged due to customer handling, storage, or misuse 4. Return Procedure To initiate a return, customers should follow these steps: Contact Customer Support at RZ Pellets within the allowed timeframe. Provide order details, delivery documents, and supporting evidence. Await confirmation and instructions from our Quality Assurance Team. Approved returns will be collected or replaced according to the customer’s location. We aim to respond to all return requests within 2–3 business days. 5. Refunds & Replacements a. Replacements If the claim is approved, RZ Pellets will arrange for replacement products to be shipped promptly at no extra cost. b. Refunds Refunds may be issued if replacement is not viable. Refunds will be processed through the original payment method within 7–14 business days after approval. c. Partial Refunds In cases where only a portion of the shipment is affected, partial refunds may be considered. 6. Shipping Costs If the return is due to RZ Pellets’ error (damage, defect, incorrect items), all return and replacement shipping costs are fully covered by RZ Pellets. If the return is due to customer error (wrong order placed, change of mind), RZ Pellets may deduct shipping or restocking fees. 7. Customer Responsibilities Customers are responsible for: Verifying product quantity and condition upon delivery Ensuring pellets are stored in a dry, indoor environment Reporting issues promptly to avoid further deterioration Proper storage is crucial for maintaining pellet integrity. 8. RZ Pellets Commitment We take pride in our product quality and service consistency. Our Return Policy is designed to protect both the customer and the reliability of RZ Pellets as a premium bioenergy supplier. We value transparency, fairness, and long-term relationships with every customer. If you have any questions or concerns regarding your order, please contact us. Our customer support team is always ready to assist you.