Return and refund policy
PelletBazaar does not accept returns or exchanges. All sales are final once an order is dispatched. The only exception is an order that arrives damaged, wrong, short, or defective, which we replace or refund in full as described below.
What this policy covers
This policy applies to every purchase made on pelletbazaar.com, including biomass pellets, biomass briquettes, mushroom sawdust, mushroom pellets, pellet plant machinery, and paid consultation services. Separate terms for bulk orders, machinery and consultation are listed further down.
Why we do not accept returns
Biomass pellets, briquettes and mushroom substrates are bulk, moisture-sensitive goods. Once a bag leaves our warehouse we cannot verify how it was stored, and reverse shipping of heavy goods usually costs more than the product itself. For this reason we do not accept returns for change of mind, ordering the wrong quantity or grade, or delays caused by the courier.
Damaged, wrong, short, or defective orders
You are eligible for a free replacement or a full refund if:
- the package arrived torn, wet, or otherwise damaged in transit;
- you received a different product or variant than you ordered;
- the quantity delivered is less than what you paid for;
- the product is defective or does not match its description on our website.
How to raise a claim
- Contact us within 48 hours of delivery at pelletbazaar@gmail.com or on WhatsApp at +91 92176 44651.
- Share your order ID (found in your account or in the order confirmation email) and clear photos or a short video of the package and product.
- Keep the product and its original packaging until the claim is resolved.
- We review the claim and respond within 2 business days.
If the claim is approved, you choose between a free replacement or a full refund. You do not pay any return shipping. If we need the product back, we arrange the pickup at our cost.
Lost or undelivered shipments
If the courier marks your shipment as lost, or it is returned to us undelivered after the courier could not reach you, we either reship at no extra cost or refund the full order value. You do not need to raise a claim for this; we contact you once the courier confirms the status.
Cancellations
- You can cancel an order for a full refund any time before it is dispatched. Write to us with your order ID and we cancel it the same business day.
- Once an order is dispatched it cannot be cancelled.
- If we cannot fulfil your order (out of stock, unserviceable pin code, or failed quality check), we cancel it and refund the full amount.
Refunds
- Refunds are issued to the original payment method used at checkout (UPI, card, net banking or wallet).
- Approved refunds are initiated within 5-7 business days. Your bank, card issuer or UPI app may take additional time to show the credit.
- No restocking fee or deduction is applied to an approved refund.
- Refunds are made in Indian Rupees and cannot be issued as cash, store credit, or to a different account.
Bulk orders
Bulk and tonnage orders placed through the bulk order form are supplied against a quotation or proforma invoice, and the payment and delivery terms on that document apply. Where the quotation is silent, this policy applies.
Pellet plant machinery
Pellet plant machinery is built and supplied against a separate quotation and purchase agreement. Advance, cancellation, delivery, installation and warranty terms in that agreement apply. Machinery cannot be returned once dispatched; manufacturing defects are handled under the warranty stated in the agreement.
Consultation services
Applies to all plans booked on the consultation page, including reports, DPRs and add-on bundles.
- Consultation fees are non-refundable once the session has taken place or a report or DPR has been delivered.
- You can reschedule a booked session once, with at least 24 hours notice, at no charge.
- If we cancel a session or cannot deliver the service, you receive a full refund.
Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
Contact
For claims, cancellations or refund status, reach us on any of the channels below. Please include your order ID.
Peltra Energy, Gurugram, Haryana, India
Support hours: Monday to Saturday, 10:00 am to 6:00 pm IST.