Unfortunately, sometimes pellet fuel bags can get damaged in transit and on the shop floor. But what you do after that is the important part.
We want to do our best to inform all stores of the correct procedures but we also want to educate our customers to ensure they know why it is important not to buy damaged pellet fuel bags.
Why is it important?
- We can no longer guarantee the quality - If a rip has occurred and the pellet fuel is put back in the bag, it could be contaminated with foreign objects and will no longer be certified to the ENplus® standard.
- It could void your pellet fire warranty - If a bag has been ripped open and taped up the pellet fuel is at risk of being contaminated. This could void your pellet fire warranty if problems occur.
- There could be moisture damage - Once the bag has been damaged the pellet fuel may have been exposed to moisture and we have no idea of the quality of the products inside
What to do if there are damaged pellet fuel bags from transit?
When accepting in goods from the freight company, be sure to inspect for damage before signing off. If the damage was caused by the freight company you need to sign the POD as damaged and raise a claim with us by contacting care@azwood.co.nz. Follow the claims process found on your Sales order.
If the damage happens on the shop floor it is important that you do not tape it up and sell it. The product needs to be written off.