Refund policy

At EUstoves.com, we aim to provide high-quality heating products and a transparent, fair shopping experience. Please read the information below carefully before placing an order.

Return Policy

We offer a 14-day return policy, which means you have 14 days from the date of delivery to request a return.

To be eligible for a return:

  • The item must be unused, uninstalled, and in the same condition as received

  • The item must be returned in its original packaging, including all accessories, manuals, and protective materials

  • You must provide a receipt or proof of purchase

Installed, used, or visibly damaged products are not eligible for return.

How to Start a Return

To initiate a return, please contact us at:

📧 info@eustoves.com

Include:

  • Your order number

  • The product(s) you wish to return

  • The reason for the return

If your return is approved, we will provide return instructions and the return address.

⚠️ Items sent back without prior return approval will not be accepted.

Return shipping costs are the responsibility of the customer, unless the return is due to a defective or incorrect item.

Return Address

Returns must be sent to the address provided during the return approval process:

📍 Brezovsko shosse 180

Plovdiv 4000 Bulgaria

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item:

  • Arrives damaged

  • Is defective

  • Is incorrect or incomplete

You must contact us within 48 hours of delivery at info@eustoves.com, providing:

  • Photos of the product and packaging

  • Your order number

We will assess the issue and, if confirmed, offer a replacement, repair, or refund at no additional cost to you.

Non-Returnable Items

The following items cannot be returned:

  • Products that have been installed or used

  • Custom, made-to-order, or special-order products

  • Products damaged due to improper installation or misuse

  • Sale items and gift cards

  • Products classified as hazardous or flammable, if opened or used

If you are unsure whether a product is eligible for return, please contact us before ordering.

Exchanges

We do not offer direct exchanges.

The fastest way to receive a different product is to:

  1. Request a return for the original item

  2. Place a new order once the return is approved

European Union – 14-Day Right of Withdrawal

In accordance with EU consumer protection law, customers within the European Union have the right to withdraw from their purchase within 14 days of delivery without providing a reason.

To qualify:

  • The product must be unused, uninstalled, and in original packaging

  • The customer must notify us within the 14-day period

Return shipping costs under the right of withdrawal are borne by the customer.

This right does not apply to custom-made or personalized products.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are issued to the original payment method

  • Processing time: up to 10 business days

  • Bank or card providers may require additional time to complete the transaction

If more than 15 business days have passed since approval and you have not received your refund, please contact us at info@eustoves.com .

Contact

For any questions regarding returns or refunds, please contact us:

📧 info@eustoves.com