Refund policy

Return and Refund Policy

Last Updated: [01 October 2024]

At Midlands Firewood, customer satisfaction is our priority. We stand behind the quality of our kiln-dried firewood and aim to ensure that you are happy with your purchase. Please review our return and refund policy below:

To be eligible for a return:

• The bulk bag must be unused, undamaged, and in its original condition.

• The return must be requested within 14 days of the delivery date.

Please note that returning bulky or palletised goods involves additional handling and transport costs. For this reason, a return collection fee of £45.99 will be applied. This fee covers the cost of arranging collection and return transport and will be deducted from your refund.

Once the goods are received back and inspected, we’ll process your refund (minus the return fee) within 5–7 working days.

If your product arrives damaged or incorrect, please contact us within 48 hours of delivery, and we’ll resolve the issue promptly without any charge to you.

For all return requests, please email us at logs@midlandsfirewood.co.uk with your order number and reason for return.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at logs@midlandsfirewood.co.uk.