Policy Page

TERMS AND CONDITIONS OF SALE

Last updated: 5 August 2026

1. About these terms

These Terms and Conditions apply to orders placed with Firewood Store UK Ltd through:

• our website;

• email;

• telephone;

• payment link; or

• another ordering method accepted by us.

By placing an order, you agree to these Terms and Conditions.

Nothing in these terms excludes or restricts any statutory rights that cannot lawfully be excluded.

2. About us

Firewood Store UK Ltd
Company number: 16809486
Registered office: 13 Tyning Road, Saltford, Bristol, England, BS31 3HL
Email: info@firewoodstoreuk.com

We are a private limited company registered in England and Wales.

We sell and deliver within the United Kingdom only.

3. Consumers and business customers

A consumer is an individual purchasing goods wholly or mainly for personal use.

A business customer is a person purchasing goods wholly or mainly for business, trade, professional or resale purposes.

Statutory consumer cancellation rights do not normally apply to business purchases.

4. Our products

We sell kiln-dried firewood, which may include:

• 100% Ash firewood;

• 100% Oak firewood;

• 28-net bundles;

• 42-net bundles;

• 56-net bundles;

• other quantities displayed on our website.

Unless the relevant product page states otherwise:

• logs are cut to approximately 25cm;

• each net usually contains approximately 10–12 logs;

• each net weighs approximately 10kg;

• firewood is supplied below 20% moisture content when packed or tested using an appropriate method;

• products are supplied in net bags;

• orders are normally transported on pallets.

All stated sizes, weights and quantities are approximate unless expressly described as guaranteed.

5. Natural variation

Firewood is a natural product.

Individual logs and nets may vary in:

• shape;

• diameter;

• colour;

• grain;

• bark content;

• density;

• exact weight;

• number of pieces;

• appearance between batches.

Small amounts of:

• bark;

• wood dust;

• chips;

• loose fragments

may be present.

Photographs are illustrative and do not represent the exact individual logs that will be delivered.

Natural variation is not a defect unless the goods materially fail to meet their description or applicable legal quality requirements.

6. Ready to Burn and certification claims

Any Ready to Burn, Woodsure or other certification claim applies only where it is expressly stated for the relevant product and supported by valid certification.

Where a certificate is held under a different legal or trading name, the relationship between that named business and Firewood Store UK Ltd will be explained where appropriate.

7. Safe use and storage

Customers must:

• use firewood only in a suitable appliance or fire;

• follow their appliance manufacturer’s instructions;

• maintain chimneys and flues properly;

• comply with applicable smoke-control and environmental requirements;

• keep firewood away from children and animals;

• handle nets and logs carefully;

• store firewood in a dry and ventilated location;

• protect firewood from rain and ground moisture.

We are not responsible for deterioration caused after delivery by unsuitable storage.

8. Prices

Prices are displayed in pounds sterling.

Unless stated otherwise:

• consumer prices include VAT where applicable;

• the checkout price is the amount payable;

• applicable delivery charges, regional surcharges and optional services will be shown before payment;

• promotional prices may be withdrawn before an order is accepted.

We may correct an obvious pricing error.

Where an order is affected by an obvious pricing error, we may:

• ask you to pay the correct price; or

• cancel the order and issue a full refund.

9. Price-per-net and comparison claims

Any advertised “from” price refers to the lowest qualifying price-per-net available among the applicable bundles at the time the claim is published.

Any comparison with another retailer or typical market price will be based on reasonably comparable products available when the comparison is made.

Comparisons may differ according to:

• species;

• log dimensions;

• net dimensions;

• net weight;

• quantity;

• delivery cost;

• temporary promotions.

10. Placing an order

The checkout process allows you to review and correct your order before submitting it.

Submitting an order constitutes an offer to purchase.

A contract is formed when we send an order acceptance or dispatch confirmation.

An automated order acknowledgement does not necessarily mean the order has been accepted.

11. Refusing or cancelling orders

We may refuse or cancel an order where:

• payment is not authorised;

• goods are unavailable;

• delivery is not available to the postcode;

• inaccurate information was provided;

• an obvious website or pricing error occurred;

• fraud or misuse is suspected;

• the order breaches a promotional condition;

• the delivery location is unsuitable;

• accepting the order would be unlawful.

Where payment has already been taken, we will refund the amount due.

12. Payment

Available payment methods may include:

• Visa;

• Mastercard;

• PayPal;

• Apple Pay;

• Google Pay;

• other methods displayed at checkout.

You confirm that you are authorised to use the selected payment method.

13. Delivery area

We sell and deliver within the United Kingdom only.

Delivery remains subject to:

• postcode availability;

• carrier coverage;

• road and site access;

• regional restrictions;

• stock availability;

• order cut-off times.

Some locations may:

• attract a surcharge;

• have longer delivery times;

• require a separate quotation;

• be excluded from certain services;

• be unavailable for next-day delivery.

This may include remote, island, offshore, Highland and restricted-access postcodes.

Where applicable, regional charges will be shown during checkout.

A surcharge of £26.99 may apply to designated London and Scottish postcode areas, as identified during checkout.

14. Free nationwide next-day shipping

Where advertised, free nationwide next-day shipping is subject to:

• an eligible product;

• an eligible delivery postcode;

• completion of payment before the published cut-off time;

• working-day delivery schedules;

• stock availability;

• carrier availability;

• suitable access;

• regional exclusions or surcharges;

• circumstances outside our reasonable control.

“Next day” means the next eligible working day under the relevant delivery service. It does not mean the next calendar day in all circumstances.

Orders placed:

• after the cut-off time;

• during weekends;

• on bank holidays;

• during published closure periods

will normally be processed on the next working day.

Next-day delivery is an intended service level and is not guaranteed unless we expressly confirm a guaranteed delivery date in writing.

15. Pallet delivery

Orders are normally delivered through a pallet network or specialist freight carrier.

Unless expressly agreed otherwise, standard delivery is:

• kerbside;

• to the nearest safe and accessible unloading point;

• made by a large commercial delivery vehicle;

• made using a tail lift;

• unloaded using a manual pallet truck.

Standard pallet delivery does not include:

• carrying individual nets;

• carrying goods into a house;

• carrying goods into a garage or outbuilding;

• stacking firewood;

• moving pallets over gravel, grass, mud or soil;

• moving pallets up steps or steep gradients;

• crane or forklift unloading;

• pallet or packaging removal.

16. Delivery access requirements

Before ordering, you must ensure that the delivery location has:

• safe access for a large commercial vehicle;

• sufficient road width;

• adequate height clearance;

• sufficient turning or stopping space;

• no undisclosed vehicle restrictions;

• no low branches, cables or structures;

• a firm, hard and level unloading surface;

• no unsafe gradient;

• no loose gravel, grass, mud or soft ground between the vehicle and unloading point.

A manual pallet truck generally cannot move a loaded pallet over:

• gravel;

• grass;

• soil;

• mud;

• steep slopes;

• steps;

• uneven or soft surfaces.

The delivery driver has final authority over whether unloading can be carried out safely.

17. Optional handball service

Where available, an optional handball service may be purchased for £24.99.

The handball service normally includes:

• opening or accessing the pallet;

• unloading individual firewood nets;

• carrying the nets to a reasonable nearby location that is safe and accessible.

Unless expressly agreed in writing, it does not include:

• carrying goods through the customer’s home;

• carrying goods upstairs or downstairs;

• carrying goods over an excessive distance;

• stacking logs into a log store;

• entering an unsafe or restricted area;

• moving existing belongings;

• dismantling structures;

• work requiring specialist equipment;

• work requiring substantially more time than a normal delivery.

The service may be refused or limited if conditions are unsafe or materially different from those described.

A handball charge is not normally refundable once the service has been fully performed.

18. Delivery instructions and authority to leave

You must provide:

• a correct delivery address;

• a working telephone number;

• accurate access information;

• clear and lawful delivery instructions.

Where you authorise goods to be left unattended:

• the carrier may leave them at the agreed safe location;

• a delivery photograph may be taken;

• delivery will be treated as completed when the goods are left at that location;

• we are not responsible for theft, weather exposure or damage occurring after correct delivery.

A carrier is not required to follow instructions that are unsafe, unlawful or unreasonable.

19. Failed delivery

Delivery may fail where:

• the address is incorrect;

• nobody is available where attendance is required;

• safe access is unavailable;

• vehicle restrictions were not disclosed;

• the unloading surface is unsuitable;

• the customer refuses delivery without lawful justification;

• no safe unloading point exists;

• the customer has provided inaccurate instructions.

Where failure was caused by the customer, we may recover the reasonable costs of:

• attempted delivery;

• redelivery;

• return transport;

• storage;

• redirection;

• waiting time;

• specialist equipment;

• additional carrier charges.

20. Delivery delays

We will make reasonable efforts to meet the estimated delivery date.

Delivery may be delayed by:

• severe weather;

• traffic disruption;

• accidents;

• carrier-network disruption;

• vehicle breakdown;

• industrial action;

• access restrictions;

• seasonal demand;

• events outside our reasonable control.

We remain your point of contact where a delivery problem arises.

21. Risk and ownership

For consumer orders, risk normally passes when the goods come into the physical possession of:

• the customer; or

• a person identified by the customer to receive them.

Where unattended delivery has been authorised, risk passes when the goods are delivered to the agreed location.

Ownership passes after we receive payment in full.

22. Inspecting delivery

You should inspect the pallet and goods as soon as reasonably possible.

Where visible damage exists, you should where practical:

• photograph the complete pallet before unpacking;

• photograph damaged wrapping or nets;

• count the affected nets;

• note visible damage on the delivery record;

• contact us promptly.

Signing a delivery document does not remove your statutory rights.

23. Damage, shortages and incorrect goods

Report delivery issues to:

info@firewoodstoreuk.com

Please provide:

• your order number;

• photographs of the complete pallet;

• photographs of the affected goods;

• the number of affected nets;

• an explanation of the problem;

• delivery documentation where available.

Do not dispose of disputed goods before we have had a reasonable opportunity to assess the issue.

Depending on the circumstances, an appropriate remedy may include:

• replacement of affected nets;

• partial refund;

• collection and replacement;

• full refund where the whole order is materially affected;

• another remedy required by law.

24. Minor transit damage

Minor damage to:

• outer wrapping;

• pallet wrap;

• net packaging;

• a small number of individual nets

does not automatically make the entire order unusable or justify rejection of the whole pallet.

Where firewood remains usable and substantially matches the order, we may provide a remedy proportionate to the quantity materially affected.

This does not affect your legal rights where the order is materially damaged, incomplete, faulty or misdescribed.

25. Consumer cancellation rights

Consumers purchasing online normally have the right to cancel their order without giving a reason.

The cancellation period normally ends 14 days after the day on which the goods come into the physical possession of the consumer or their nominated recipient.

To cancel, email:

info@firewoodstoreuk.com

Your email should include:

• your name;

• order number;

• delivery address;

• a clear statement that you wish to cancel.

26. Cancelling before dispatch

Contact us immediately if you wish to cancel.

Where the order has not been prepared, booked with the carrier or dispatched, we will normally cancel it and provide a full refund.

Where the pallet has already been:

• prepared;

• booked into the carrier network;

• collected;

• dispatched;

• redirected for delivery,

reasonable carrier and return costs may apply where legally permitted.

27. Returning unwanted goods

Firewood orders are bulky and transported through a specialist pallet network.

Where goods are not faulty, damaged or misdescribed:

• you are responsible for the direct cost of returning them;

• collection must normally be arranged through us;

• the collection cost may be substantial;

• goods must be returned within the applicable legal timeframe;

• goods must remain dry and transport-ready;

• the pallet must be safely accessible to the collection vehicle.

Do not send palletised firewood through an ordinary parcel service.

28. Condition of returned goods

Until collection, unwanted goods must be:

• protected from rain;

• stored in a dry location;

• retained on the original or another suitable pallet;

• securely packaged;

• safely accessible;

• kept in a condition suitable for transport.

You may inspect goods only to the extent reasonably necessary to establish their nature and characteristics.

We may make a lawful deduction from the refund where the goods’ value has been reduced by handling beyond what would reasonably be permitted in a shop.

This may include:

• burning or using logs;

• opening an excessive number of nets;

• allowing goods to become wet;

• leaving goods exposed outdoors;

• contaminating goods;

• damaging nets unnecessarily;

• failing to make the pallet transport-ready.

29. Refund timing

Where a valid cancellation applies, refunds will be issued without undue delay and within the applicable legal timeframe.

We may withhold a refund until:

• the goods have been returned; or

• you provide satisfactory evidence that they have been returned.

Refunds will normally be issued to the original payment method.

30. Delivery and service refunds

For a valid consumer cancellation:

• we will refund the basic standard outbound delivery charge paid, where required;

• we are not required to refund the additional cost of an enhanced delivery service above the least expensive standard service offered;

• a fully performed optional handball service is not normally refundable;

• customer-responsible collection and return charges may be deducted where legally permitted;

• customer-responsible failed-delivery or storage charges may be deducted where legally permitted.

31. Faulty or misdescribed goods

The change-of-mind return-cost provisions do not remove your legal rights where goods are:

• faulty;

• not as described;

• not of satisfactory quality;

• not fit for their normal purpose;

• materially damaged before delivery;

• materially incomplete;

• incorrect.

An appropriate legal remedy may include:

• replacement;

• refund;

• collection;

• price reduction;

• another statutory remedy.

32. Moisture complaints

If you believe firewood exceeds the advertised moisture threshold:

1. Select several representative logs.

2. Split each log through the centre.

3. Test immediately on the newly exposed internal face.

4. Use a suitable, correctly functioning moisture meter.

5. Take more than one reading.

6. Photograph the logs, meter and readings.

7. Email the evidence to info@firewoodstoreuk.com.

Surface readings from an unsplit log may not accurately represent internal moisture content.

We may request:

• further photographs;

• additional readings;

• a representative sample;

• inspection or collection of disputed goods

before agreeing a remedy.

33. Storage after delivery

Firewood should be transferred promptly to a dry, weather-protected and ventilated storage area.

We are not responsible for deterioration caused after delivery by:

• rain;

• flooding;

• ground moisture;

• condensation;

• sealed or unventilated storage;

• storage on wet ground;

• mixing with wet fuel;

• contamination;

• failure to protect the goods appropriately.

34. Promotions and discount codes

Unless expressly stated otherwise:

• one discount code may be used per order;

• codes cannot be exchanged for cash;

• codes cannot be applied retrospectively;

• codes may apply only to certain products, quantities, dates or postcodes;

• promotional availability may be limited;

• suspected misuse may result in cancellation.

35. Website information

We take reasonable steps to keep website information accurate.

However:

• minor errors may occur;

• colours may vary by screen;

• product availability may change;

• natural products vary;

• photographs are illustrative;

• website content may be updated without notice.

36. Liability

Nothing in these terms limits or excludes liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• breach of statutory consumer rights;

• any liability that cannot legally be limited.

For business customers only, and to the extent permitted by law:

• we are not responsible for indirect or consequential loss;

• we are not responsible for loss of profit, revenue, contracts or business opportunity;

• our total liability relating to an order will normally not exceed the amount paid for that order.

37. Events outside our control

We are not responsible for delay caused by circumstances outside our reasonable control.

We will take reasonable steps to reduce the effect of the delay.

Where a delay becomes substantial, consumers may have the right to cancel undelivered goods and receive the appropriate refund.

38. Complaints

Complaints should be sent to:

info@firewoodstoreuk.com

Please include:

• your name;

• order number;

• delivery address;

• a clear explanation;

• relevant photographs or evidence.

39. Changes to these terms

The terms applying to your order are those published when the order was placed, unless a legal change is required to apply retrospectively.

40. Governing law

These terms are governed by the laws of England and Wales.

Consumers elsewhere in the United Kingdom retain any mandatory protections available under the law applicable to them.