Refund policy

Last updated:  [ 17.12.2025 ]

We aim to supply high-quality kiln-dried logs and fuel products. Please read this policy carefully before placing your order.

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1. 14-Day Cooling-Off Period (Legal Right)

Under the Consumer Contracts Regulations 2013, customers have the right to cancel within 14 days of delivery for distance sales.
However, this right does not apply to certain goods, including perishable, consumable, or hygiene-sensitive products, once delivered.

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2. Firewood & Fuel Products (Important)

Due to the nature of our products:
❌ Kiln-dried logs, firewood, nets, bulk bags, crates, and loose loads are NON-RETURNABLE once delivered, unless they are faulty or not as described.

This is because:
• Firewood is a consumable product
• Moisture content and quality can be affected once delivered
• Logs cannot be resold once handled or stored

This is fully compliant with UK consumer law.

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3. Faulty or Incorrect Goods

If your order is faulty, damaged, or incorrect, you must notify us within 48 hours of delivery.

Please provide:
• Your order number
• A description of the issue
• Clear photos of the product and packaging

If confirmed, we will offer:
• A replacement, or
• A full or partial refund (including delivery costs where applicable)

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4. Delivery & Access Issues

Refunds will not be issued for:
• Failed deliveries due to restricted access
• No one available to receive the delivery where required
• Incorrect delivery information provided by the customer

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5. Moisture & Storage Responsibility

Our kiln-dried logs are supplied dry at dispatch.
Once delivered, correct storage is the customer’s responsibility.

Refunds will not be issued for:
• Logs stored uncovered or exposed to rain
• Moisture increase after delivery
• Incorrect use or storage conditions

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6. Refund Processing

• Refunds are issued to the original payment method
• Processing time: 5–10 working days
• Delivery charges are non-refundable unless the goods are faulty

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7. How to Contact Us

For all returns or issues, contact us at:
📞 Phone: 07772 554433

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Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law.