Thank you for shopping at Zuma Woods, your trusted source for firewood, pellets, lumber, timber, decking and other wood products in UAE. We strive to provide high-quality products and excellent customer service. Please review our return policy below to understand your rights and responsibilities when purchasing from us.

Eligibility for Returns

Due to the nature of our products, returns are only accepted under the following conditions:

• Damaged Goods: If the product arrives damaged or defective, please notify us within 24 hours of delivery.
• Incorrect Order: If you receive the wrong item, contact us immediately upon delivery.
• Quality Issues: If the product does not meet the quality standards as described on our website, please inform us within 24 hours.

Note: Firewood, pellets, lumber, timber, decking and other wood products are natural products, and variations in size, color, or texture may occur. These natural variations do not qualify for returns.

Non-Returnable Items

The following items are non-returnable unless they are damaged or defective upon delivery:

• Firewood (due to its perishable nature and storage conditions).
• Pellets (once opened or used).
• Other wood products that has been cut, modified, or used.

Return Process

To initiate a return, please follow these steps:

Contact Us: Email us at sales@matasha.co.uk or call +971 50 993 6597 within 24 hours of delivery. Provide your order number, photos of the damaged or incorrect item, and a detailed description of the issue.

1. Approval: Our team will review your request and notify you of the approval or rejection of your return.
2. Return Shipping: If approved, we will arrange for a pickup of the item(s) at no additional cost to you.
3. Refund or Replacement: Once the returned item is received and inspected, we will process a refund or replacement within 5-7 business days.

Refunds

• Refunds will be issued to the original payment method used for the purchase.
• Shipping fees are non-refundable unless the return is due to our error (e.g., incorrect or damaged item).
• Refunds may take 7-10 business days to reflect in your account, depending on your bank or payment provider.

Exchanges

If you would like to exchange an item for a different product, please contact us within 24 hours of delivery. Exchanges are subject to product availability.

Cancellations

• Orders can be canceled within 2 hours of placement without penalty.
• After 2 hours, cancellations may incur a fee or may not be possible if the order has already been processed or shipped.

Contact Us

If you have any questions or concerns about our return policy, please contact us at:

• Email: sales@matasha.co.uk
• Phone: +971 50 993 6597

We reserve the right to modify this return policy at any time. Please check our website for the most up-to-date information.

Thank you for choosing Zuma Woods for your firewood, pellets, lumber, timber, decking and other wood products in UAE!

Quality You Can Trust