Refund and Returns Policy
Last updated: 10/02/2026
At BIOMASA LAYMA, S.L., we strive to provide high-quality wood products, including wood pallets, charcoal, firewood, and hardwood. This Refund and Returns Policy explains the conditions under which returns, replacements, or refunds may be accepted, in accordance with applicable Spanish and European Union regulations.
1. Scope of Policy
This policy applies to all products sold by, including:
- Wood pallets
- Charcoal
- Firewood
- Hardwood
- Wood Shaving
- Wood Briquettes
- Plywood
Due to the nature of our products (bulk, natural, and often customized), returns are subject to the conditions outlined below.
2. Returns Eligibility
Returns are only accepted under the following circumstances:
- The product delivered is damaged during transport
- The product is defective or non-conforming to the agreed specifications
- The product delivered is incorrect compared to the confirmed order
Returns will not be accepted for:
- Natural variations in wood (color, grain, moisture, size tolerance)
- Improper storage or handling after delivery
- Orders customized, cut, or produced to customer specifications
- Used, burned, or partially consumed products
3. Notification Period
Customers must notify us of any issue within 48 hours of delivery. Claims submitted after this period may not be accepted.
To submit a return request, customers must provide:
- Order number
- Description of the issue
- Clear photos or videos showing the problem
4. Inspection and Approval
All return requests are subject to inspection and approval by BIOMASA LAYMA, S.L.. Once approved, we will inform the customer of the next steps.
We reserve the right to:
- Replace the product
- Issue a partial or full refund
- Offer store credit
The solution will depend on the nature of the issue and the product involved.
5. Refunds
Approved refunds will be processed using the original payment method unless otherwise agreed. Refund processing times may vary depending on the payment provider.
Shipping and handling costs are non-refundable, unless the return is due to our error or a verified product defect.
6. Return Shipping
Unless otherwise agreed in writing:
- Customers are responsible for return shipping costs
- Returned goods must be unused and in original condition
For bulk or palletized shipments, return logistics will be handled on a case-by-case basis.
7. Cancellations
Order cancellations must be requested before production or dispatch. Once production has started or goods have been shipped, cancellations may not be possible.
8. Compliance with EU Consumer Law
For customers qualifying as consumers under EU law, statutory rights remain unaffected. This policy does not limit any rights provided under applicable Spanish or European consumer protection legislation.
9. Contact Information
For return or refund inquiries, please contact:
BIOMASA LAYMA, S.L.
Address: C/ADELA GINÉS, 23 28750, SAN AGUSTÍN DEL GUADALIX (MADRID) Spain
Email: sales@biomaslaymasl.com
Phone: +34