Uk Firewood Market Returns & Refunds Policy
At Uk Firewood Market, we are committed to providing you with high-quality, seasoned firewood and excellent customer service. We want you to be completely satisfied with your purchase. Please read our policy below to understand your rights and our obligations.
1. Our Policy on Firewood (The Short Version)
Due to the natural and perishable nature of our products, we are generally unable to accept returns of firewood for a refund once it has been delivered. However, your satisfaction is our priority. If there is a problem with your order, such as an issue with quality, quantity, or the wood being unseasoned, please contact us immediately and we will work with you to find a fair resolution.
2. Returns & Refunds for Damaged or Incorrect Orders
We take great care to ensure your order is correct and delivered safely. However, if your order arrives in a condition that is not as described, please notify us within 48 hours of delivery.
You may be eligible for a refund or replacement if:
The firewood is significantly too wet/unseasoned (despite being advertised as seasoned/ready to burn).
The load contains an excessive amount of dirt, bark, or unusable debris.
The quantity delivered is significantly less than what you ordered (e.g., a “bulk bag” is not adequately filled).
The wrong type or grade of firewood was delivered.
To be eligible, we require:
Photographic or video evidence of the issue (e.g., photos of a moisture meter reading, the insufficiently filled bag, or the debris).
Notification within the 48-hour window.
Upon review and approval of your claim, we will offer you either a partial or full refund, or a replacement delivery at our discretion.
3. Returns Due to Change of Mind
As firewood is a natural product with a limited shelf life and cannot be resold once it leaves our premises, we do not accept returns or offer refunds for change of mind.
Please carefully consider your storage space and requirements before placing your order.
4. Cancellations
You may cancel your order at any time before it has been dispatched for delivery. Once the delivery process has begun, cancellation may not be possible as the logistics are scheduled. Please contact us as soon as possible if you wish to cancel.
5. Failed or Missed Deliveries
It is your responsibility to ensure you or a nominated person is available to accept delivery on the scheduled date. Please ensure you provide accurate delivery instructions.
If our driver cannot access your property or complete the delivery due to reasons within your control (e.g., incorrect address, no one available, inaccessible location), a re-delivery fee may be charged.
We will contact you to rearrange delivery, which must be done promptly.
6. How to Initiate a Return or Report a Problem
To start the process, please contact our customer service team within 48 hours of delivery.
Email: sales@ukfirewoodmarket.com
Please have your order number and relevant photos/video ready.
7. Refunds (if applicable)
Once your return and the evidence provided are reviewed and approved, we will send you an email to notify you. Your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days.
8. Statutory Rights
This policy does not affect your statutory rights as a consumer under UK law (including the Consumer Rights Act 2015). For more information on your statutory rights, please visit the Citizens Advice website.
Contact Us
If you have any questions about this Returns Policy, please get in touch: