Shipping & refunds

A wood stove is heavy and made to order. Here is how we ship them, what to do if something arrives damaged, and how returns work.

1. Where we ship

We ship Australia-wide. The list price for each stove includes freight Freight Note to any standard street address on the Australian mainland and Tasmania. Remote areas, islands, and addresses that need a Hiab or extra handling may incur a surcharge. We'll quote and confirm with you before shipping.

We do not currently ship outside Australia.

2. Lead time & estimates

Stoves are built to order. Current lead time is roughly 8–10 weeks from deposit to dispatch. Any target month on the website is a good-faith guess, not a guarantee. If we think we will miss the window we have described, we will contact you as early as we reasonably can. Once your stove is crated and the balance is paid, we book freight and email tracking the same week. Door-to-door transit is usually 3–10 business days.

3. Local pickup

You can collect from our Ballarat workshop in Victoria for $200 off your order total. Once your build is ready and the balance is paid, we'll email you a pickup window.

4. On delivery

Stoves are crated for freight. Before signing for delivery:

• Check the crate for visible damage.
• Photograph anything that looks crushed, punctured or compromised.
• If damage is obvious, note it on the freight POD or refuse the consignment.

Email hello@muklukwoodstoves.com.au with photos within 48 hours of delivery and we'll lodge the freight claim and sort a replacement.

5. Cooling-off & deposit refunds

You can cancel any time in the first 14 days after paying your deposit, for any reason, and we refund the deposit in full to the original payment method within 7 business days.

6. Returns & change of mind

Each stove is hand-built to your order, so we do not accept change-of-mind returns once it ships. Faulty stoves are covered by our warranty and Australian Consumer Law.

7. Returns process

1. Email us so we can issue a Return Authorisation number.
2. Re-pack the stove in its original crate where possible.
3. We arrange and pay freight back for faults and our errors.
4. Refunds are processed to the original payment method within 7 business days of inspection.

8. Help

Anything not covered here? Email hello@muklukwoodstoves.com.au.