Thank you for purchasing from Charkoal LLC. We are committed to supplying high-quality coconut shell charcoal BBQ briquettes and ensuring that your order reaches you in good condition.

Due to the nature of our products, our return and refund policy is designed to protect product quality, safety, hygiene, and the integrity of our products.

1. No-Return Policy

Our coconut shell charcoal BBQ briquettes are consumable products. Once a product has been delivered, opened, unsealed, handled, or used, we cannot accept it back for resale.

Therefore, we do not accept returns or provide refunds for change-of-mind purchases, incorrect purchasing decisions, or products that have been opened or used.

This includes, but is not limited to:

• Change of mind after placing an order
• Ordering the wrong product, size, quantity, or variant
• No longer requiring the product
• Personal preference regarding the product
• Failure to read the product description or specifications before purchase
• Products that have been opened, used, damaged, contaminated, or otherwise handled after delivery

2. Damaged or Incorrect Orders

We take great care when preparing and shipping your order. If your order arrives with significant damage caused during transportation, or if you receive a product that is materially different from what you ordered, please contact us as soon as possible.

To allow us to investigate the issue, you may be required to provide:

• Your order number
• Photographs of the delivered product
• Photographs of the outer packaging and shipping label
• A description of the issue
• Any other information reasonably required to verify the claim

Please contact us within 7 days of delivery regarding damaged, defective, or incorrect products.

We may request that you do not dispose of the product or packaging until our investigation has been completed.

3. Approved Claims

If we determine that an order was incorrectly supplied or was materially damaged before or during delivery, we may, at our discretion and subject to applicable law, provide an appropriate remedy.

Depending on the circumstances, this may include:

• Replacement of the affected product
• Replacement of the affected quantity
• A refund where required by applicable law or otherwise approved by us

Any approved refund will normally be made using the original payment method.

We are not responsible for damage that occurs after delivery due to improper storage, handling, moisture exposure, misuse, or failure to follow the product's storage and usage instructions.

4. Opened or Used Products

For safety, quality, hygiene, and product-integrity reasons, opened or used charcoal briquettes cannot be returned or resold.

Accordingly, we generally cannot provide a refund or replacement for products that have been opened or used unless the applicable law requires otherwise.

5. Delivery Damage

If your package appears visibly damaged when delivered, we recommend photographing the package before opening it.

If the contents are damaged, please contact us promptly with photographs of:

1. The shipping package
2. The shipping label
3. The damaged product
4. The internal packaging, where applicable

We will review the claim and determine the appropriate resolution.

6. Refund Processing

Where a refund is approved or legally required, we will process it to the original payment method used for the purchase.

The time required for the refunded amount to appear in your account may depend on your bank, credit-card provider, payment processor, or other financial institution.

We are not responsible for delays caused by third-party payment providers or financial institutions.

7. Statutory Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any consumer rights that cannot legally be excluded or limited under the laws applicable to your purchase.

Where applicable law provides you with a right to a refund, replacement, repair, cancellation, or another remedy, those statutory rights will continue to apply.

8. Incorrect Customer Information

Customers are responsible for providing accurate delivery information when placing an order.

We are not responsible for failed or delayed delivery resulting from incorrect or incomplete information supplied by the customer, including an incorrect:

• Name
• Delivery address
• Postal/ZIP code
• Telephone number
• Email address

If an order is returned to us because incorrect information was provided, any additional shipping or handling costs may be charged to the customer where permitted by applicable law.

9. Contact Us

If you believe that you have received a damaged, defective, or incorrect product, please contact our customer service team:

Please include your order number and relevant photographs when submitting a claim.

Important Notice

Because our products are coconut shell charcoal BBQ briquettes and are intended for use as a fuel product, customers should carefully review the product description, specifications, quantity, and delivery information before completing their purchase.

By placing an order through our website, you acknowledge and agree to this Return & Refund Policy, subject to any rights provided to you under applicable consumer-protection laws.