- Returns and refunds are not supported
Due to the special nature of our wood-burning stove products, we implement a “no returns, no refunds” policy, including but not limited to the following situations:
Customized products: If the wood-burning stove you order is of a customized size, color or function, as it is produced exclusively for you, it cannot be resold.
Safety and hygiene reasons: Combustion-related products involve safety standards. After opening, they may affect the safety of secondary use.
International transportation restrictions: Customs policies in some regions may complicate the return process. - Handling of exceptional cases
If the product you receive is damaged by transportation or defective by the manufacturer, please provide the following materials to the customer service email emptfier@cnfirestove.com within 48 hours after signing for receipt:
Order number and purchase voucher
Clear photos or videos of product damage/defects
A damage certificate issued by the logistics company (if applicable)
We will provide you with an exchange or repair service after verification. Refunds are not applicable. - Suggestions before purchase
Carefully check the size, material and usage instructions on the product detail page.
Contact customer service (emptfier@cnfirestove.com) to confirm your requirements to avoid a wrong purchase. - Disclaimer
Product issues caused by improper user operation (such as incorrect installation or improper use of fuel) are not within the scope of responsibility. It is recommended to read the attached “Safe Use Guide”.