Returns, Refunds & Cancellations
If you are not satisfied with your purchase in any way, we’re here to help and solve any issues you have immediately.
We are happy to cancel any order for any reason providing it hasn’t yet been dispatched – please be aware that our courier normally collects orders at around 4pm Monday to Friday, therefore under normal circumstances we can only reasonably cancel an order if we are notified within 2 hours of dispatch. If you have ordered in the afternoon Monday to Friday, we strongly urge customers to call our office to speak to us immediately. This way we can action a full refund and ensure your order doesn’t go out for delivery.
Returns for any reason (even if you just changed your mind after delivery!)
You have 14 calendar days to return any order from the date you received it for any reason.
To be eligible for a return, the order must be in the original packaging in the same condition the courier left it. You will be liable for the costs in returning the order if there’s nothing wrong with it, however we can arrange the collection through our pallet courier provider to minimize your costs.
Returns or refunds for damaged items etc
If there is something wrong with your order that shouldn’t be, we are happy to refund you in full and collect your items at no cost to yourself. If there is just a slight problem or issue, equally we are happy to work with you for a partial refund or a small amount of compensation depending on the nature of the problem and if you are generally happy with the rest of your order. Let’s say for example your firewood order turns up but somehow a bag of kindling was damaged in transit and half of it was missing – we would of course refund you for the full amount of the kindling. It’s very rare things do go wrong, but we will always work to fix them until our customers are 100% satisfied.
We stand by our products 100% and are always happy to work with customers when things go wrong – we want problems resolving as much as you do and believe in treating customers fairly.
If you have any questions regarding returns, refunds and cancellations, please e-mail us at firstname.lastname@example.org