Terms of sale

1. Who we are

Firewood Supply is a trading name of [to be added].

You can contact us by email firewoodsupply044@gmail.com.

These terms apply to every order you place on this website. By placing an order you agree to them. They don't affect your legal rights as a consumer.

2. Our products

We describe each product as accurately as we can, including the type, grade, size, weight and, where relevant, moisture content and density. Logs are a natural product, so size, colour, bark and grain vary from load to load. Photographs are a guide.

Crate and bag volumes are shown both stacked and loose so you can compare sizes fairly. Where we state a maximum moisture content, that is the figure we aim to meet.

3. Prices and VAT

All prices are in pounds sterling and include VAT. Delivery charges are shown before you pay.

Domestic fuel is normally charged at the reduced rate of VAT; other supplies, and fuel for business or other non-domestic use, are charged at the standard rate. At checkout you tell us how you will use the fuel, and the VAT in your total reflects your answer. You are responsible for answering correctly.

If we discover a pricing mistake we will tell you before dispatch and you can choose to go ahead at the correct price or cancel for a full refund.

4. Placing an order and payment

When you press the button to place your order you are making an offer to buy. We accept it, and a contract is formed, when we confirm by email that we have received your payment.

Payment is taken by our payment providers (Stripe and PayPal). Card details go straight to them and are never seen or stored by us. Your order is not confirmed until payment has been received.

If an item turns out to be unavailable after you have paid, we will tell you promptly and refund you in full, or agree a suitable alternative with you.

5. Delivery

Before you pay, we show the delivery cost, an estimated date or date range, and who will deliver your order. Our own drivers deliver to most addresses; in some areas a partner carrier delivers, and some products are sent directly from our suppliers and may arrive separately. We tell you which applies to your order.

Delivery dates are estimates unless you have chosen a specific delivery day. We aren't responsible for delays caused by events outside our reasonable control, but we will keep you informed.

Crates and pallets are heavy. Please make sure that the delivery point has level, hard standing (no grass, gravel, steps or kerbs), that our vehicle can reach it, and that someone is available to receive the goods. Tell us at checkout about any access problems. If we cannot deliver because access is unsuitable or no one is available, we may need to charge a reasonable fee for a second attempt; we will tell you the amount first.

Ownership of the goods passes to you when we have received full payment and the goods have been delivered. Risk passes to you on delivery.

6. Checking your delivery

Please check your delivery when it arrives. If anything is damaged, missing or not what you ordered, tell us as soon as you can — ideally within 48 hours — and send photographs. This helps us put it right quickly. It does not reduce your legal rights.

7. Cancelling and returns

You have a legal right to cancel most orders placed online. How this works, and what happens to refunds, is explained on our Cancellations and returns page, which forms part of these terms.

8. Faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their purpose and as described. If they are not, you may be entitled to a repair, replacement, price reduction or refund. Contact us as soon as you can and we will help.

9. Using fuel safely

• Only burn fuel that your appliance is designed for. Check your appliance manual.
• Check whether you live in a smoke control area; in one, you may only burn authorised fuels or use an exempt appliance.
• Keep your chimney or flue swept and fit a carbon monoxide alarm.
• Store fuel dry, off the ground and under cover with air able to circulate.

10. Our responsibility to you

We are responsible for losses you suffer that are a foreseeable result of our breaking these terms or of our failing to use reasonable care and skill. We are not responsible for losses that were not foreseeable.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

11. Complaints, privacy and the law

If you have a complaint, please contact us first (email firewoodsupply044@gmail.com) and we will do our best to resolve it. How we use your personal information is explained in our Privacy notice.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may also bring legal proceedings in the courts there.