Returns & Refund Policy
At Firewood Centre, we are committed to ensuring our customers are completely satisfied with our products. We’re confident you’ll love our logs, but if you’re not satisfied within 30 days of receiving delivery, we’ll arrange a hassle-free pickup and issue a refund, deducting only for logs that have already been burned. No questions asked! Please see below for additional details about returning, exchanging, or canceling an item.
Returns Eligibility
If you are not entirely happy with your purchase, you can return it within 30 calendar days from the date of delivery. To qualify for a return:
- Unused Products: Logs that have not been burned or used.
- Original Packaging: The product must be in its original packaging.
- Proof of Purchase: A receipt or order confirmation must accompany the return.
Please note that products showing signs of excessive use or damage beyond their original condition may not be eligible for a refund, except under the satisfaction guarantee described above.
Returns Process
To start the return process, please contact our customer service team on 0333 567 2049 or sales@firewoodcentre.co.uk, quoting your order details. We will guide you through the return process and arrange for a pickup from your location, ensuring a hassle-free experience.
Once the returned item is received at our premises (10 Clothier Rd, Brislington, Bristol, BS4 5PS), it will be inspected to ensure it meets the eligibility criteria. This process typically takes 3-5 working days.
We recommend retaining your proof of shipping or tracking number for your records, as Firewood Centre cannot be held liable for any lost returns during transit.
Refunds
After your return is received and inspected, we will notify you via email about the approval or rejection of your refund. If approved:
- Refund Amount: A refund will be processed for the unused logs, with deductions made only for logs that have already been burned.
- Processing Time: Refunds are typically processed within 7-10 business days via your original payment method.
Please note that while we aim to process refunds promptly, additional time may be required for your bank or credit card company to post the refund to your account.
Exchange Policy
If you wish to exchange your order for another product, please contact our customer service team. Exchanges are subject to the following:
- Availability: The replacement product must be in stock.
- Price Adjustments: Any price difference must be settled.
- Shipping Charges: Additional shipping costs may apply.
Cancellation Policy
You may cancel your order for a full refund, provided the cancellation request is received before the order is dispatched. Once an order has been dispatched, our standard returns policy will apply. To request a cancellation, please contact us immediately at 0333 567 2049 or sales@firewoodcentre.co.uk.
Damaged or Defective Items
In the rare event that you receive a damaged or defective product, please contact us within 48 hours of delivery. We may request photos of the item to assess the issue. If the product is confirmed to be defective, Firewood Centre will arrange for a replacement or refund, including return shipping costs, at no additional charge to you.
Return Shipping Costs
- Customer Responsibility: Customers are responsible for return shipping costs unless the return is due to an error on our part or the product arrived damaged or defective.
- Recommendation: We recommend using a traceable shipping service to ensure safe transit, as Firewood Centre cannot be held responsible for lost returns.
How to Contact Us
If you have questions regarding our returns policy or need assistance with a return, refund, or exchange, please contact us:
Firewood Centre
Tel: 0333 567 2049
Email: sales@firewoodcentre.co.uk
Address: 10 Clothier Rd, Brislington, Bristol, BS4 5PS
Our customer service team is here to make your experience as easy and seamless as possible.