Not satisfied or a defective product?
We're here to help. Below you'll find everything you need to know about returns and warranty at PyroProducts.
Changed your mind?
30-day returns. Start a return via our returns portal and buy a return label straight away.
Start returnDefective product or warranty issue?
1-year warranty with normal use. Email us with photos and a video of the defect and we'll sort it together.
Get in touchReturns: how it works
Register your return
Via Returnless, within 30 days of receiving your order.
Buy a return label
Directly via the portal. Return shipping costs are your own responsibility.
Send your package
Send the product in its original condition, with all accessories and packaging.
Refund within 14 days
Once we've received and checked your return, we'll refund you via the same payment method used for your order.
Warranty: how it works
What is not covered by the warranty
- Damage due to improper use or negligence
- Products that have been self-repaired or modified by third parties
- Normal wear and tear from use
- Consumables such as fire powder and firelighters
Frequently asked questions
You may only unpack and inspect the product as you would in a shop. If there are signs of use, we may deduct a reduction in value from the refund.
Take photos of the damage immediately (both packaging and product) and email them to info@pyroproducts.nl. We will provide an appropriate solution, usually a replacement product.
When you return an item, you'll receive a full refund of the purchase price, including the original shipping costs. The cost of the return shipment is your own responsibility.
Orders placed through Bol or Amazon must be returned via that platform. Log in to your Bol or Amazon account and initiate the return there. The platform's terms and conditions apply, not ours.
Feel free to contact our customer service team and we'll work with you to find the best solution. Please note that additional shipping costs may apply.
Upon receiving your photos and video, we will respond within 2 business days with a solution. For approved warranty claims, we usually send a replacement product or issue a refund.