Return Policy

Refund Policy for Herts Firewood

1. Order Cancellations

• Orders can be canceled within 24 hours of placement for a full refund, provided the items have not yet been dispatched.
• If the order has already been dispatched, cancellations may incur a fee to cover restocking and transport costs.

2. Returns and Refunds

• Customers may return products within 14 days of receipt, provided they are unused, in their original packaging, and in resalable condition.
• For products that are faulty or damaged, Herts Firewood will arrange collection at no additional cost to the customer.
• If the products are not faulty, customers are responsible for covering the cost of returning the items.

3. Faulty or Damaged Goods

• If you receive a faulty or damaged item, you must notify us within 48 hours of delivery. We will either provide a replacement or issue a full refund, including the cost of return shipping.
• Products naturally vary (e.g., firewood size, weight, and type) and are not considered faulty unless they fall outside of the stated tolerances.

4. Non-Returnable Items

• Opened or partially used products cannot be returned unless deemed defective.
• Bespoke orders or custom product mixes (e.g., specific wood combinations) are non-refundable unless faulty.

5. Refund Process

• Refunds are processed within 14 days of receiving and inspecting the returned goods.
• Refunds are issued to the original payment method unless otherwise agreed.

6. Delivery Issues

• If delivery cannot be completed due to inaccurate information or undisclosed access restrictions, additional delivery charges may apply, and refunds may be reduced by these costs.

For assistance with refunds or to request a return, please contact sales@herts-firewood.co.uk or call 01707 229 232.