Last updated: 27 August 2026
We are a small family business and we would always rather sort a problem out than dig our heels in. If something is not right, ring us on 07971 554 958 and we will do our best to put it right. This page sets out where you stand formally.
If you change your mind
Because you are buying online, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may cancel at any time from the moment you place your order until 14 days after the day you receive your goods. You do not need to give a reason.
Before we deliver
Easy. Tell us and we will cancel the order and refund you in full, including any delivery charge you paid. There is nothing to pay and no reason needed.
After we deliver
Your right to cancel still stands for 14 days. In practice, loose firewood that has been tipped is awkward to collect and impossible to resell once it has been mixed in with the weather, so please tell us as soon as you can and we will agree the most sensible way to handle it.
- You are responsible for the cost of returning the goods to us. We can usually arrange collection ourselves, and we will tell you what that costs before we do anything.
- The wood needs to be in the condition it arrived in and, where possible, still in its bags. Please keep it covered and off the ground until it is collected.
- If some of the wood has already been burned or the load has deteriorated because it was left out, we may reduce your refund to reflect that. This is what the regulations call a deduction for diminished value.
- We will refund the price you paid plus the basic delivery charge. Where you paid extra for an optional service such as stacking, and that service has already been carried out, that part is not refundable.
Please do not take this section as us being difficult. It is here because we have to set it out. In real life we tend to take the practical view, and if we have got something wrong you will not be paying for collection.
If something is wrong with your order
This is different from changing your mind, and the cost never falls on you.
Under the Consumer Rights Act 2015 the goods we supply must be as described, of satisfactory quality and fit for purpose. If they are not, you have a short term right to reject them within 30 days of delivery and get a full refund. After 30 days we will repair or replace, and if that is not possible you are entitled to a refund.
Get in touch as soon as you notice, on 07971 554 958 or orders@thefirewoodcompany.co.uk. A couple of photographs on your phone saves everybody a lot of time. We will collect at our own cost and either replace the load or refund you, whichever you prefer.
What counts as a fault, and what does not
Firewood is a natural product and no two bags are identical. Variation in species mix, log size, bark, colour and the odd piece that is not perfectly straight is normal and is not a fault.
Wood that is visibly rotten, that is not the product you ordered, that is significantly wetter than it should be, or that is short measure, is a fault, and we want to know about it.
Kiln dried logs are supplied ready to burn. Once they are with you, they will take up moisture again if they are left uncovered in wet weather, so please store them under cover. Wood that has got wet in your own storage is not something we can put right.
How to cancel or make a claim
Any clear statement is enough. Telephone us, or email orders@thefirewoodcompany.co.uk with:
- Your name and delivery address
- Your order number and the date you ordered or received the wood
- Whether you are cancelling or reporting a problem, and a line on what has happened
If you would rather use the standard wording, this is enough: “I hereby give notice that I cancel my contract of sale for the following goods, ordered on [date] and received on [date]. Name, address, date.”
How refunds are paid
- Refunds go back to the payment method you used, normally through PayPal.
- Where nothing has been delivered, we refund within 14 days of you telling us you are cancelling.
- Where goods have been delivered, we refund within 14 days of getting them back, or of you giving us evidence that you have sent them back, whichever is sooner.
- For a faulty order we refund as soon as we have collected or you have confirmed the problem, and always within 14 days.
- We do not charge a fee for issuing a refund.
Depending on your bank, the money can take a few working days to appear after we have released it.
Business customers
The 14 day right to change your mind applies to consumers only. If you are buying for a business, please tell us when you order and we will agree terms with you directly.
Still not happy
Tell us, and we will try again. If we cannot reach an agreement, you can get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk. Nothing on this page affects your statutory rights.