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. Register your return in our returns portal; the return label costs €5.
Start returnDamaged, defective or wrong item?
Don't start a return; email us a photo first. We'll sort it out at no cost to you. The same goes for warranty: 1 year with normal use.
Get in touchReturns: how it works
Register your return
In our returns portal, within 30 days of receipt. You'll need your order number (e.g. 200122468) and email address.
Buy a return label
Directly in the portal, for €5. You download the label straight away.
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.