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Return Policy


Our promise.

The BALKAN ENERGY team tries hard to add more information about our products, more pictures, schemes, descriptions and technical specifications, in order to help the choice of the customer to be more accurate and buy exactly what they want. We support e-commerce and we want to promote its benefits, minimizing the customer’s concerns about distant sales. Our main target is to offer after sales service to build a yearlong trustful relationship. If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair.




You get in touch with our customer service and tell us why you want to return or exchange a product.

Our team investigate your case and offers you the best option. 

After receiving the goods from you the tech department checks the condition of the product.

You get your money back or receive the new product you want. 


If you want to return or exchange your purchase, you have 60 days after the delivery date.

Please know that the transportation costs of customer’s decision are paid by the customer!

The returned products must be with the RMA request form, the invoice and the receipt of payment. (copies of these documents must be kept for the customer’s files).

The returned products must be very well packed to avoid the damage during transportation otherwise the customer pays the damage.


Every returned product is checked by Energy Economy tech department and the customer is informed about the status.

We will reimburse you for returned items in the same way you paid for them. If you prefer, you can make an exchange for the same item.

For returns by courier, once we receive your return, we will process it within 14 business days. Depending on your bank's processing time, it may take up to 7 days after we process the return to reflect on your account.

Special considerations:

Returns because of wrong delivery

In case of wrong delivery all expenses are borne on Energy Economy Ltd. The procedure and the way of return are suggested by Energy Economy.

Returns or repair of the faulty product

Solid fuel burning appliances are made mainly of steel, therefore are sturdy. The most common problems during transportation are broken glasses and worn off color. We solve these issues by sending new glasses, by sending a same color spray with fireproof paint or sending the faulty part.

On the rare case that a product is faulty and non-operational, the usual reason is some faulty part. The installer try to replace the faulty part with a new that we sent, and if there is no other solution, then the product is returned.

The cost of the shipping is paid by the customer unless, the shipment takes place 14 days after the delivery date, in that case it’s for Energy Economy expenses. The procedure and the way of return are suggested by Energy Economy.

In case of a faulty part, the process is the following:

The faulty part is sent with courier for replacement at the address Energy Economy Ltd, Mesta 22, 2850, Petrich. Tel +359 (0) 74599114

The part is checked and replaced by the manufacturer and it’s resent to the end customer. The expenses of the courier is on Energy Economy.

In case of a faulty product, non-repairable the process is the following:

The product is shipped to the logistic center that Energy Economy suggests. It is forwarded to the manufacturer and it’s repaired or replaced. As soon as possible it’s resent to the customer.

Returns because you changed your mind

For 60 days after the delivery date you have the right to change your mind and you can return the product unused. You can choose another product or we can return your money. The transportation costs of customer’s decision are paid by the customer.

Our Agents are available from Monday to Friday/09:00 - 17:00

Give us a call at +44 2037 692153.
We want to be sure you are getting the most out of your new stove from BALKAN ENERGY. So, if you have questions or need help, call us for expert assistance.