Terms of service

TERMS & CONDITIONS
Last updated: 31 July 2026
1. ABOUT US
This website is operated by Midlands Firewood.
Throughout these Terms, the words “we”, “us” and “our” refer to Midlands Firewood. The words “you”, “your” and “customer” refer to the person purchasing from or using our website.
Our website and online store are hosted by Shopify, which provides the e-commerce platform that enables us to sell our products to you.
By accessing our website, placing an order or purchasing from us, you agree to these Terms & Conditions together with our:
  • Refund Policy
  • Shipping Policy
  • Privacy Policy
Nothing in these Terms affects your statutory rights as a consumer.
2. CONTACT DETAILS
Trading name: Midlands Firewood
Email: logs@midlandsfirewood.co.uk
Business address: [INSERT BUSINESS ADDRESS]
Telephone: [INSERT TELEPHONE NUMBER]
Company registration number: [INSERT COMPANY NUMBER]
VAT number: [INSERT VAT NUMBER]
3. OUR PRODUCTS
We take reasonable care to ensure that product descriptions, photographs, dimensions and other information displayed on our website are accurate.
However, many of the products we sell are natural timber products and therefore natural variations should be expected.
Firewood may vary in:
  • colour;
  • shape;
  • diameter;
  • length;
  • bark content;
  • species mix;
  • texture;
  • grain;
  • appearance; and
  • the proportion of differently sized pieces within a load.
These natural variations do not, by themselves, mean that a product is faulty or not as described.
Product photographs are intended to provide a reasonable representation of the product but the exact contents of an individual bag, net, crate or pallet may vary.
4. LOG SIZES
Where approximate log dimensions are provided, these are intended as a guide rather than a guarantee that every individual log will be identical.
Firewood is mechanically processed from a natural raw material and some pieces may therefore be shorter, longer, narrower, wider, irregularly shaped or contain bark.
Unless a particular size tolerance is expressly stated on the individual product page, reasonable natural and processing variations are to be expected.
5. BULK BAGS, VOLUME AND WEIGHT
Where a product is advertised and sold by volume, it is supplied on that basis and not by guaranteed weight unless the individual product listing specifically states otherwise.
Bulk bags are filled with loose product until full.
The weight of a filled bag can vary considerably depending on factors including:
  • timber species;
  • piece size;
  • density;
  • moisture content;
  • how the product settles;
  • the proportion of air spaces between individual pieces.
Any dimensions provided for a bulk bag are approximate.
If packaging is marked with a maximum safe working load, for example 1,000kg, this relates only to the maximum weight that the packaging itself is designed to safely carry.
It does not mean that the contents of the bag weigh 1,000kg.
Where a product is sold by volume, customers should not rely on the safe working load of the packaging as an indication of the weight of the product supplied.
6. SETTLEMENT DURING TRANSPORT
Loose products including logs, pellets, kindling and other timber products may settle during loading, transportation and delivery.
A bag that was filled before dispatch may therefore appear less tightly packed once it has been transported.
Reasonable settlement during transport is a normal characteristic of loose bulk products and does not necessarily indicate that product has been removed or that the quantity supplied is incorrect.
7. MOISTURE AND STORAGE
Where firewood is advertised as Ready to Burn, it will meet the applicable requirements represented by us at the point of sale.
Wood is a natural and hygroscopic product, meaning it can absorb moisture from the surrounding environment.
Customers are responsible for appropriately storing firewood following delivery.
We recommend that firewood is transferred to a suitable dry, ventilated and weather-protected storage area as soon as reasonably possible following delivery.
Leaving firewood, bags, nets or packaging exposed to rain, standing water or unsuitable storage conditions after delivery may affect the condition and moisture content of the product.
We cannot accept responsibility for deterioration caused by inappropriate storage after the goods have been delivered.
8. PLACING AN ORDER
By placing an order through our website you are offering to purchase the selected goods subject to these Terms.
After placing your order you will normally receive an order confirmation.
We reserve the right to refuse or cancel an order where reasonably necessary, including where:
  • a product is unavailable;
  • an obvious pricing or listing error has occurred;
  • payment has not been authorised;
  • we cannot deliver to the address provided;
  • we reasonably suspect fraudulent activity;
  • a customer has supplied incorrect information; or
  • circumstances outside our reasonable control prevent us from fulfilling the order.
If we cancel an order after payment has been taken, any amount due back to you will be refunded.
9. PRICES AND PAYMENT
Prices displayed on our website are the prices applicable at the time the order is placed unless an obvious pricing error has occurred.
Where VAT is applicable, our consumer pricing will be displayed in accordance with applicable UK pricing requirements.
You must provide accurate billing, delivery and contact information when placing an order.
Promotional codes must normally be entered at checkout.
Discounts cannot normally be retrospectively applied after an order has been placed.
Any goodwill discount, credit or promotional offer we make is discretionary unless otherwise stated.
10. DELIVERY
We deliver many of our larger products using third-party pallet delivery networks.
Delivery times provided on our website or in correspondence are estimates unless we have expressly agreed a guaranteed delivery date with you.
We will take reasonable steps to dispatch and deliver orders within the timescale communicated to you.
Occasionally delays can occur due to circumstances outside our reasonable control including:
  • courier or pallet network delays;
  • vehicle breakdowns;
  • adverse weather;
  • road closures;
  • depot delays;
  • peak seasonal demand;
  • industrial action;
  • access restrictions; or
  • other events outside our reasonable control.
We will not be responsible for delays caused by circumstances outside our reasonable control, although this does not affect any statutory rights you may have.
11. PALLET AND KERBSIDE DELIVERIES
Unless we expressly agree otherwise, palletised deliveries are made on a kerbside basis.
The driver is not normally required to:
  • carry products into your property;
  • move goods through your garden;
  • move goods into a garage or outbuilding;
  • transport goods across gravel, grass or soft ground;
  • move pallets up or down steep slopes; or
  • unload products into your log store.
Pallet trucks require a reasonably flat, solid and level surface.
The final placement of a pallet is always subject to the driver’s assessment of what can be achieved safely.
12. DELIVERY ACCESS
Customers are responsible for checking that their delivery address is reasonably accessible for the delivery vehicle required to deliver their order.
Pallet network deliveries can be made using large commercial vehicles.
Before ordering, you should inform us about relevant restrictions including:
  • narrow lanes;
  • low bridges;
  • low trees;
  • weight restrictions;
  • width restrictions;
  • restricted turning areas;
  • steep gradients;
  • gated access;
  • unsuitable road surfaces; or
  • any other circumstances that could prevent a large delivery vehicle reaching the property.
Providing a postcode does not guarantee that the delivery vehicle will be physically capable of reaching your property.
If delivery cannot be completed because material access information was not disclosed, additional reasonable redelivery, storage or return charges incurred may be payable by the customer.
13. DELIVERY IN YOUR ABSENCE
Where you ask us or the carrier to leave goods without obtaining a signature, for example on a driveway or in another agreed safe location, the delivery may be completed in accordance with those instructions.
You are responsible for ensuring that any nominated safe place is appropriate.
Risk in consumer goods passes to you when the goods have been delivered to you, or to another person you have identified to receive the goods.
Where you specifically nominate a safe place and request delivery there without you being present, delivery to that agreed location will normally constitute delivery to you.
14. CHECKING YOUR DELIVERY
Please inspect your order as soon as reasonably possible following delivery.
If there appears to be:
  • missing product;
  • significant transit damage;
  • an incorrect item; or
  • another problem with the delivery,
please contact us promptly at:
logs@midlandsfirewood.co.uk
Where possible, please provide:
  • your order number;
  • photographs of the whole delivery;
  • photographs of the packaging;
  • photographs clearly showing the issue; and
  • a description of the problem.
Providing photographs allows us to investigate issues with our warehouse, supplier or delivery network.
Failure to contact us immediately does not remove any statutory rights you may have.
15. CHANGE OF MIND AND CANCELLATIONS
Where you purchase goods online as a consumer, you will generally have a legal right to cancel your order within 14 days of receiving the goods, subject to any exemptions that apply.
To exercise your cancellation right, you must clearly inform us that you wish to cancel.
Please contact:
logs@midlandsfirewood.co.uk
You then have the applicable legal period to return the goods.
Goods should be returned in substantially the same condition and quantity in which they were received, subject to your legal right to inspect them.
16. CUSTOMER PAYS RETURN COSTS FOR CHANGE-OF-MIND RETURNS
Where goods are being returned because you have changed your mind, rather than because the goods are faulty, damaged or not as described, you are responsible for the cost of returning the goods to us.
This includes the cost of returning large, bulky or palletised products.
Due to the size and weight of our products, many orders cannot be returned using ordinary postal services and may require collection by a pallet network or specialist carrier.
Where we arrange the return transport on your behalf, the reasonable return/collection charge applicable to your order may be deducted from the refund due to you.
Alternatively, where agreed with us in advance, you may arrange an appropriate return carrier yourself at your own cost.
Goods must not be returned without contacting us first.
The customer remains responsible for the goods until they are returned to us.
Return charges applicable to bulky goods will be disclosed in accordance with applicable consumer law and/or our Refund Policy before you are bound by the purchase.
17. REFUNDS FOLLOWING A CHANGE OF MIND
Once returned goods have been received and inspected, we will process any refund due in accordance with applicable consumer law.
For a valid cancellation, we will refund the amount required by law using the original payment method unless otherwise agreed.
Where we have arranged the return transport and the customer is responsible for that cost, the applicable return/collection charge may be deducted from the amount refunded.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make any deduction from the refund that we are legally entitled to make for diminished value.
18. FAULTY, DAMAGED OR MISDESCRIBED GOODS
The change-of-mind return provisions above are separate from your statutory rights where goods are:
  • faulty;
  • not of satisfactory quality;
  • not fit for their intended purpose; or
  • materially not as described.
Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.
Where goods are lawfully rejected because they do not conform to the contract, we will meet our obligations regarding reasonable return costs as required by law.
You will therefore not be charged return costs where applicable consumer law requires those costs to be borne by us.
19. DISSATISFACTION WITH A PRODUCT
We want customers to be satisfied with their orders and encourage you to contact us if you have a genuine concern.
However, dissatisfaction alone does not automatically mean that goods are faulty or not as described.
In particular, characteristics that have been clearly described before purchase, including:
  • natural variations in timber;
  • approximate log sizes;
  • bark;
  • irregular pieces;
  • loose-filled products;
  • products sold by volume rather than weight;
  • reasonable settlement during transportation; and
  • normal variations between natural products,
will not ordinarily constitute a defect merely because a customer would personally have preferred something different.
Every complaint will nevertheless be considered on its individual circumstances and in accordance with applicable consumer law.
20. PARTIAL REFUNDS AND GOODWILL DISCOUNTS
Where goods conform to the contract, we are not obliged to provide a retrospective partial refund simply because a customer chooses to retain the goods but would prefer to have paid a lower price.
Where appropriate, we may offer:
  • a goodwill refund;
  • partial refund;
  • store credit;
  • voucher;
  • discount on a future purchase; or
  • another resolution.
Unless required by law, such offers are made entirely at our discretion.
A goodwill offer does not constitute an admission that goods were defective, faulty, damaged or not as described.
If a customer does not wish to accept a discretionary goodwill offer, this does not oblige us to continually increase that offer.
Where an appropriate return and refund remedy is available, we may instead ask the customer to return the goods in accordance with these Terms.
Nothing in this section restricts any statutory remedy that a consumer is legally entitled to.
21. REFUSING A DELIVERY
Refusing delivery does not automatically cancel an order or remove responsibility for legitimate delivery or return charges.
If you wish to cancel an order, please contact us as soon as possible.
Where a customer refuses a delivery because they have changed their mind and the goods are subsequently returned to us, reasonable return transport charges may be deducted where legally permitted and where the customer was informed of their responsibility for those costs.
This does not apply where goods are legitimately rejected due to a breach of your statutory rights.
22. FAILED DELIVERY
If delivery cannot be completed because:
  • nobody is available where attendance was required;
  • an incorrect delivery address was supplied;
  • access restrictions were not disclosed;
  • the customer refuses a conforming order;
  • the customer fails to respond to reasonable delivery arrangements; or
  • circumstances within the customer’s control prevent delivery,
we reserve the right to recover reasonable additional costs actually incurred, including redelivery, storage or return-to-sender charges, where legally permitted.
23. GOODWILL OFFERS
From time to time we may offer compensation, credits, discounts, free products or other gestures of goodwill.
Any such offer is made without admission of liability unless we specifically state otherwise.
Goodwill offers are separate from your statutory rights.
Where an offer is made subject to conditions or an expiry date, those conditions will apply.
24. PRODUCT AVAILABILITY
All products are subject to availability.
Because firewood and timber products are dependent on natural materials, production and supply, stock may occasionally become unavailable.
If we are unable to fulfil an order, we may contact you to offer:
  • an alternative product;
  • an alternative delivery date; or
  • a refund.
You are not obliged to accept a substitute product.
25. WEBSITE INFORMATION
We make reasonable efforts to ensure that information on our website is accurate.
Occasionally there may be:
  • typographical errors;
  • pricing errors;
  • incorrect dimensions;
  • incorrect photographs;
  • stock inaccuracies; or
  • other genuine mistakes.
We reserve the right to correct such errors.
If a material error affects an order already placed, we will contact you and provide an appropriate option, which may include cancelling the order and issuing a refund.
26. PROMOTIONS AND DISCOUNT CODES
Promotional codes and offers may be subject to additional conditions.
Unless otherwise stated:
  • promotional codes cannot be exchanged for cash;
  • only one promotional code may be used per transaction;
  • discounts cannot be applied retrospectively;
  • promotions may be withdrawn or amended before an order is placed; and
  • promotional offers cannot be used in conjunction with other offers.
Your statutory rights remain unaffected.
27. OUR LIABILITY
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
This includes liability for:
  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation; or
  • any consumer rights that cannot legally be excluded.
Subject to those protections, we will not be responsible for losses that were not reasonably foreseeable when the contract was entered into.
If you are purchasing as a consumer, we supply our products for domestic and private use.
If you use consumer products for commercial or business purposes, we are not responsible for business losses including loss of profit, loss of business, business interruption or loss of business opportunity, except where the law provides otherwise.
28. EVENTS OUTSIDE OUR CONTROL
We will not be responsible for a failure or delay in performing our obligations where caused by circumstances outside our reasonable control.
These may include:
  • severe weather;
  • flooding;
  • fire;
  • road closures;
  • transport disruption;
  • industrial action;
  • power failure;
  • machinery breakdown;
  • carrier disruption;
  • government restrictions; or
  • other exceptional circumstances.
Where such an event occurs, we will take reasonable steps to minimise disruption and communicate material delays where appropriate.
Your statutory rights remain unaffected.
29. INTELLECTUAL PROPERTY
Unless otherwise stated, the content of this website including:
  • photographs;
  • logos;
  • graphics;
  • text;
  • product descriptions;
  • videos;
  • designs; and
  • branding
belongs to Midlands Firewood or is used by us with permission.
You may not reproduce, commercially exploit or distribute our content without our written permission except where permitted by law.
30. CUSTOMER REVIEWS AND CONTENT
Where you voluntarily provide us with a review, photograph, testimonial or other content, you grant us permission to use that content for legitimate business and marketing purposes unless otherwise agreed.
You must not submit content that is unlawful, defamatory, threatening, abusive, fraudulent or infringes another person’s rights.
We reserve the right to remove content from our own website where reasonably necessary.
31. PRIVACY
We process personal information in accordance with our Privacy Policy.
Our Privacy Policy is available at:
/policies/privacy-policy
Shopify and other third-party service providers may also process information where necessary to operate our website, process orders and provide related services.
32. THIRD-PARTY SERVICES
We may use third parties to provide services including:
  • Shopify;
  • payment processors;
  • pallet networks;
  • parcel couriers;
  • email providers; and
  • marketing platforms.
Their involvement does not remove any legal obligations Midlands Firewood owes directly to its customers.
33. BUSINESS CUSTOMERS
Certain consumer rights referred to in these Terms apply specifically to individuals purchasing wholly or mainly outside their trade, business, craft or profession.
Where goods are purchased predominantly for business purposes, different legal rules may apply.
Any separate written trade or wholesale terms agreed with a business customer will take priority where they conflict with these general Terms.
34. STATUTORY RIGHTS
Nothing contained within these Terms is intended to restrict, exclude or remove rights that cannot legally be excluded.
Consumer purchases are subject to applicable UK consumer legislation, including the Consumer Rights Act 2015 and applicable distance-selling legislation.
If any provision of these Terms conflicts with a mandatory consumer right, the applicable consumer law will take priority.
35. SEVERABILITY
If any part of these Terms is found to be invalid, unlawful or unenforceable, that provision will be treated as removed or limited to the minimum extent necessary.
The remaining provisions will continue in effect.
36. WAIVER
If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.
37. CHANGES TO THESE TERMS
We may update these Terms from time to time.
The Terms applicable to an order will normally be those in force when the order was placed, subject to any mandatory change required by law.
The latest version will be available on our website.
38. GOVERNING LAW
These Terms are governed by the laws of England and Wales.
If you are a consumer resident in another part of the United Kingdom, you will retain any mandatory legal protections applicable to you in the place where you live.
Nothing in this section removes any right a consumer has to bring proceedings in a court available to them under applicable consumer law.
39. CONTACT US
If you have any questions regarding an order, return or these Terms & Conditions, please contact:
Midlands Firewood
Email: logs@midlandsfirewood.co.uk