We want to ensure that you have a great experience with your BioLite products. Our support team is here to help you answer any questions and troubleshoot any issues. In the event you would like to return your purchase, please read on for our policy.
We ship all orders as soon as possible, which can take up to 2 business days. Based on our warehouse location and your shipping address, we determine the most efficient shipping carrier for your order. The carriers that may be used include: the U.S. Postal Service (USPS), United Parcel Service (UPS), FedEx, TNT, DHL, and Purolator.
Shipping Costs & Surcharges
Orders £55+ shipping to EU & UK are eligible for FREE STANDARD SHIPPING (exclusions apply). A £25 oversize fee applies to all orders which include FirePit, BaseCamp, and PizzaDome. Non-EU (Eurozone) countries are subject to £30 processing fee.
Europe Union & United Kingdom
|5-7 Business Days
|£0 - £7.95
Shipping & Delivery Exceptions
All overweight items incur a £25 shipping charge regardless of shipping method. This includes FirePit, FirePit Complete Kit, BaseCamp, PizzaDome Bundle, and PizzaDome.
Some promotions may also exclude certain products or shipping options — be sure to check the disclaimer on any promotional advertisement or email.
Return & Refund Policy
Returns are available only for customers that purchased directly from bioliteenergy.com on unused, unopened products. For warranty concerns on opened/used products, contact us.
Customers can request a return within 30 days of the order being delivered. Items that are opened or damaged may be denied a refund or return. We do not offer exchanges, only refunds on returns. Customers who wish to exchange may purchase their desired product as a separate order before or after we refund the original item return. Products must be completely unused with the packaging, manuals and any accessories intact and included with the return shipment. Any used products or missing items will result in the return being declined.
- Contact support here (link to contact page) with your original order number, the item(s) you would like to return and the reason for returning it.
- BioLite Support will respond with a Return Authorization number return address and instructions.
- The return will be processed and the original payment method refunded within 3 business days of receipt. The customer will be notified via email the moment it is complete.
HeadLamp Special: "HolyFit" Guarantee
Kickstarter Return & Refund Policy
Can I cancel my pledge?
Please note that while all of our products are backed by the BioLite warranty policy, we do not currently offer refunds or returns for products purchased on Kickstarter. Crowdfunding is a critical part of what enables BioLite to grow our business, gather community feedback, and launch new products – and that requires a stable foundation from our backers where funds raised do not fluctuate once the campaign is closed. Your pledge is recognized as an investment in the design and production process and not a direct refundable payment. If you prefer to retain the ability for cancellations or refunds, please join us as a pre-order on BioLiteEnergy.com once our crowdfunding campaign is complete. If you have any further questions about our Kickstarter policy, please contact us.
For warranty-related questions and claims please visit our warranty page.