Returns and Refunds Policy

Cancelling an order before dispatch

You may cancel your order before it has been dispatched by contacting us by email or telephone.

Where an order is cancelled before dispatch, we will provide a full refund to the original payment method.

Your right to cancel after delivery

Consumers who purchase at a distance will normally have the right to cancel their order within 14 days of receiving the goods.

To cancel, you must contact us before the cancellation period expires by email, telephone or post and clearly state that you wish to cancel your order.

Please contact:

Email: info@ravensbyfirewood.com
Telephone: 01241 570 169
Address: Ravensby Firewood, Mains of Ravensby Farm, Barry, Carnoustie, DD7 7RJ

Return and collection costs

Unless the goods are faulty, damaged or misdescribed, the customer is responsible for the direct cost of returning the goods.

Because firewood, crates, bulk bags and palletised products are heavy and cannot normally be returned using an ordinary parcel service, return or collection costs can be significant.

Please contact us before cancelling so that we can provide an estimate of the likely collection or return cost.

Where we arrange collection, the reasonable direct collection cost may be deducted from your refund or charged separately.

Condition of returned goods

Returned goods must be:

• substantially complete;
• protected from rain and weather;
• separated from other fuel;
• safely accessible for collection;
• suitable for safe transport; and
• in their original packaging where reasonably possible.

We may reduce the refund where the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to inspect them.

This may include where:

• logs or fuel have been burned or used;
• substantial quantities have been removed from a crate;
• the goods have been mixed with other fuel;
• the goods have been exposed to rain or damp;
• packaging has been damaged;
• the goods have been contaminated; or
• the goods have not been prepared safely for collection.

Failed or refused deliveries

A delivery may be treated as failed where it cannot reasonably be completed because of:

• unsuitable or unsafe access;
• unsuitable ground or unloading conditions;
• undisclosed restrictions or hazards;
• incorrect or incomplete delivery details;
• nobody being present where attendance is required;
• inability to contact the customer;
• an obstructed delivery location;
• refusal to accept goods that conform to the order; or
• refusal because a pallet courier cannot move the goods beyond the contracted kerbside delivery point.

Where delivery fails for a reason within the customer’s reasonable control, we may charge the reasonable costs directly incurred, including:

• the original attempted delivery;
• return carriage;
• depot handling or storage;
• redelivery; and
• any applicable VAT or fuel surcharge.

For deliveries made using our own vehicles, a failed-delivery or redelivery charge of £20 may apply where this reflects our reasonable costs.

For third-party courier and pallet deliveries, the charge will be based on the amount charged to us by the courier or pallet network.

Any redelivery charge must be paid before a further delivery attempt is arranged.

Refused pallet deliveries

Pallet deliveries are made to kerbside as standard.

The courier is not required to move a pallet into a driveway, garden, garage, carport, shed or storage area.

Where conforming goods are refused because the courier cannot move the pallet beyond kerbside, the goods may be returned to the depot. Reasonable outward, return, handling or storage costs may be deducted from the refund where legally permitted.

Assistance provided beyond kerbside on a previous delivery does not guarantee that the same placement will be possible on a future delivery.

Delivery delays and missed estimated times

Delivery dates and arrival windows are estimates and are not guaranteed unless we have expressly agreed otherwise.

A missed estimated date or time does not automatically entitle the customer to refuse conforming goods or require us to absorb return carriage costs.

Where an order is refused or cancelled solely because an estimated courier date or time was missed, reasonable outward and return carriage costs may be deducted from the refund where legally permitted.

This does not affect statutory rights where a delivery date was expressly agreed as essential or where another legal right to cancel applies.

Faulty, damaged or misdescribed goods

Goods supplied to consumers must be of satisfactory quality, fit for any particular purpose made known to us and as described.

Please report any damage, shortage or quality concern as soon as reasonably possible. Where possible, please provide:

• your order number;
• photographs of the goods and packaging;
• details of the issue;
• information about how the goods have been stored; and
• moisture readings where relevant.

Where goods are confirmed as faulty, damaged or misdescribed, we will provide the remedy required by consumer law. This may include replacement, price reduction or refund.

We will meet reasonable return or collection costs where goods are confirmed as faulty or misdescribed.

Packaging damage alone does not necessarily mean that the firewood or fuel itself is faulty. We will consider whether the goods have suffered any actual damage, loss or contamination.

Refunds

Refunds will normally be made to the original payment method.

Following a valid cancellation, we may wait until:

• the goods have been returned; or
• you provide evidence that the goods have been sent back,

before issuing the refund.

Where the customer is responsible for return or collection costs, reasonable direct costs may be deducted from the refund.

Any deductions will reflect reasonable direct costs or actual loss and will not be used as a penalty.

Bespoke and specially prepared goods

Cancellation rights may not apply to goods that have been genuinely cut, made or prepared specifically to the customer’s requirements and are not part of our normal stocked range.

This does not affect rights where goods are faulty, damaged or misdescribed.

Contact us

To request a cancellation, return or refund, please contact:

Ravensby Firewood
Mains of Ravensby Farm
Barry
Carnoustie
Angus
DD7 7RJ

Email: info@ravensbyfirewood.com
Telephone: 01241 570 169