Refund policy

At Wealden Firewood, we want you to be satisfied with our products and we are committed to customer service and product quality, therefore if any issues arise, we will promptly address them, including free returns for defective or damaged products.

We want you to have a pleasant shopping experience with us. However, there may be rare instances where something goes wrong with the packing or delivery process. Please be assured that in those rare situations, we will do everything we can to make it right.

Due to the size and weight of our products, if a product we supplied is defective, damaged, or incorrectly delivered, we will arrange for its collection at no cost to you. This may involve replacing, refunding, or exchanging the item.

Damaged or Incorrect Goods:

If your firewood arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery. We’ll arrange for a replacement or a full refund where appropriate. We may ask for photos to help us assess the issue.

Change of Mind:

As firewood is a perishable and bulky item, we regret that we cannot accept returns simply due to a change of mind once delivery has taken place. However, if you contact us before dispatch, we may be able to cancel the order and issue a refund.

Moisture Content & Quality Concerns:

All our firewood is seasoned to meet the appropriate moisture standards (below 20% for "Ready to Burn" certified logs). If you believe your firewood does not meet this standard, please contact us within 7 days of delivery, and we’ll be happy to investigate. In some cases, we may offer a partial refund or replacement depending on the condition of the wood.

Returns Procedure:

Email us at info@wealdenfirewood.co.uk or call 07902 1295165 with your order number and details of the issue.

If a return or collection is approved, we will provide instructions for how and when the firewood will be collected.

Returned items must be in the original packaging (e.g. builders bag) and accessible for collection.

Refunds: 

Refunds, where applicable, will be processed to your original payment method within 5–10 working days of approval.