Refund policy

Thank you for supporting small business! Your satisfaction is our highest priority. We truly believe that you will love our products. However, we understand that unfortunate circumstances may cause an unsatisfactory experience with our products or services. For those instances, here's our returns and refunds policy. 

RETURNS/EXCHANGES

Due to the nature of the products, returns and exchanges are not accepted. However, if the order has a mistake on our behalf, please contact us so we can make it right. We will either ship the correct product to you within 1 - 3 business days or refund you. 

Depending on where you live, the time it may take for your replacement product (if applicable) to reach you may vary.

REFUNDS/CANCELLATIONS

We do offer refunds in certain circumstances but ask that you please let us know what the issue is (with photo evidence) so we can prevent it from happening in the future. Once your refund request is received and reviewed, we will notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will be automatically applied to your original method of payment. 

Cancellation of orders are not accepted. 

LATE / MISSING REFUNDS

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at newlibertywoolpellets@gmail.com.