Cancellations and returns

Your right to cancel

You have the right to cancel your order within 14 days, starting the day after you receive the goods (or, if your order is delivered in several parts, the day after you receive the last part). You don't need to give a reason.

To cancel, tell us clearly that you want to — by email firewoodsupply044@gmail.com — and quote your order number.

If you change your mind before we dispatch

Contact us as soon as possible and quote your order number. If the order hasn't left us, we will cancel it and refund you in full.

Looking after the goods

Please keep the goods dry, unopened where possible and unused while you decide, and take reasonable care of them. If goods are used or damaged while in your care, we may reduce your refund by the amount their value has fallen.

Returning goods and who pays

If you cancel after your goods have been delivered, you may need to arrange and pay for their return, because crates and pallets are heavy. We will tell you the likely cost before you decide.

We will arrange collection or tell you how to return the goods; please don't send heavy items back before speaking to us.

Your refund

We will refund you within 14 days of receiving the goods back, or of you giving us evidence that you have sent them back, whichever is earlier. Refunds go to the payment method you used. If you cancel, we refund standard delivery charges too, but not extra costs for a faster delivery option you chose.

Faulty goods and damage in transit

If something is faulty, not as described, or arrives damaged or short, you have separate legal rights and the cancellation period above doesn't limit them. Please tell us as soon as you can — ideally within 48 hours of delivery — with photographs, and we will put it right.