Returns & Refunds Policy

We do not accept returns on logs and kindling once they have been delivered. Please read this policy before you order, so you know exactly where you stand.

That said, if there is a problem with your order, we will deal with it. If your delivery is damaged, incorrect, short, or not what was described, contact us and we will put it right. Nothing in this policy affects your legal rights.

Why we cannot accept returns

Our logs and kindling are delivered as bulk loads, loose-tipped onto your driveway. Once a load has been tipped it is extremely heavy, it can no longer be separated from the ground or from any wood already stored there, and it cannot practically be collected and resold.

For that reason we do not offer change-of-mind returns on delivered orders. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods that, after delivery, are by their nature inseparably mixed with other items — which is the case for a tipped bulk load of firewood.

Gift cards are non-refundable.

Cancelling before delivery

You can cancel your order at any time before it has been delivered, for any reason, and we will refund you in full.

To cancel, contact us as soon as possible at info@oxfordshirelogs.com or call 01865 595 108. If we have already loaded and dispatched your delivery, please tell us straight away so we can turn the vehicle around.

If there is a problem with your order

This is where the policy above stops applying. If your order is faulty, damaged, incorrect, short of the quantity ordered, or not as described, you have statutory rights under the Consumer Rights Act 2015 which we cannot and do not exclude.

Please inspect your delivery as soon as you reasonably can and contact us straight away if anything is wrong, including:

• logs or kindling that are damaged, rotten, or unfit to burn;
• a delivery that is visibly short of the volume you ordered;
• the wrong product, or a product that does not match its description on this website;
• anything else about the order that is not right.

Get in touch at info@oxfordshirelogs.com or call 01865 595 108, and tell us your order number and what the problem is. Photographs of the load where it was tipped help us sort things out quickly.

We will look into it and agree the right outcome with you — that may be a replacement load, a top-up delivery, a partial refund, or a full refund, depending on what has gone wrong. We will not ask you to return the load to us.

Refunds

Where a refund is due, we will let you know once we have assessed the issue. Approved refunds are issued to your original payment method within 10 business days. Please remember it can take some time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your refund and it has not reached you, please contact us at info@oxfordshirelogs.com.

Your legal rights

Nothing in this policy limits or excludes your rights as a consumer. In particular, goods supplied to you must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement, or refund.

For free, impartial advice on your consumer rights, contact Citizens Advice.

Related policies

• Shipping Policy — delivery areas, timescales and charges
• Terms of Service — the terms that apply to every order
• Privacy Policy — how we handle your personal information

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