Cancellation and Returns


Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. Please be aware that your right to cancel does not apply to certain goods that we sell, for example, Whole Round Logs, Fine Sawn Decorative Logs as these items are cut to order.

You must inform us of your wish to cancel in writing either by letter, email or call 0800 112 3799 within a period of 14 days beginning on the day after the day you receive your goods.

You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel.

If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.

We cannot accept substitute or alternative items by way of returns nor are we able to send them back to you, so please look closely at the items you return to us. If you return or attempt to return substitute or alternative items you will still be responsible for paying for the original item purchased.

For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor.

Fine Sawn Decorative Logs and Whole Round Cut Logs cancellations and changes are possible up to 48 hours prior to delivery. Additional terms and conditions apply to cancelling orders for certain goods such as made to order items, large orders of logs whether for firewood or decorative purposes. Please refer to the terms relating to the supply of those goods.

Additional Delivery Charges: next day delivery charges will not be refunded if you cancel or return your order.