Refund policy

Ravensby Firewood – Returns & Refunds Policy

Last updated: 14.08.2025

This Returns & Refunds Policy applies to all purchases made from Ravensby Firewood, whether online via our website, by email, text message or other digital means of communication or by telephone. By placing an order with us, you confirm that you have read and agreed to the following terms.

1. Right to Cancel (Consumer Contracts Regulations 2013)

  • You may cancel your order at any time up to 14 calendar days after delivery of your goods.  If you place an order and decide to cancel please inform us as soon as is practical.

  • To exercise this right, you must notify us in writing by email to info@ravensbyfirewood.com , or phone 01241 570 169, before the 14-day period expires. The 14 day time period starts from the date and time of order placement. 

  • If cancellation is requested before dispatch, a full refund will be issued.

  • If the goods have already been dispatched by freight courier, the outbound delivery charge and the return delivery cost will be deducted from your refund.

  • If the goods have been placed onto our local delivery vehicles a handling fee of £20 will be deducted from your refund.

2. Returns

  • Goods must be returned in full, in the condition delivered, and in original packaging where reasonably possible.

  • You are responsible for arranging and paying for return transport unless the goods are faulty or damaged on arrival.

  • Ravensby Firewood can arrange collection of your cancelled goods but the packaging must be secure and sturdy for return delivery.  We will obtain a return delivery quotation from our courier.  Balance of this must be paid before we arrange collection.

3. Refunds

  • Refunds are processed within 14 days of receiving returned goods that are in resaleable condition. 

  • Refunds are issued via the original payment method.

  • Outbound and return delivery charges will always be deducted unless the goods are proven to be faulty.  If you return goods that are faulty, and that are tested and subsequently found to be be of non fault, outbound and return delivery charges will apply. 

4. Delivery Dates & Times

  • Ravensby Firewood does not guarantee delivery on a specific date or at a specific time. 

  • Delivery is subject to the logistics of freight and courier networks, which are outside of our direct control.

  • Any order cancelled because delivery did not occur on a specified date or time, or as a result of a courier rescheduling, will be treated as a customer cancellation, with outbound and return delivery charges deducted from your refund.

  • If a courier provides an indicative delivery timeslot to a customer but fails to attend within that window, this remains outside our control. Orders cancelled on this basis will have the original delivery and any return transport charges deducted.

5. Failed Deliveries & Re-Delivery

  • If delivery fails due to reasons outside our control (e.g. incorrect or incomplete delivery information has been provided, failure to follow the delivery guidance as provided on the Ravensby Firewood product pages, terms and conditions, inaccessible property, unsuitable ground conditions for pallet to be delivered to, no recipient available or unsafe access or delivery conditions), both the original delivery cost and the return transport cost will be deducted from any refund.

  • If redelivery is requested, or any agreed redelivery to an alternative address / area  any re-delivery fee must be paid in full before a further attempt will be made.

  • For items dispatched via freight courier we will retain the courier outbound, and return delivery fees (including VAT & any fuel surcharge) from your refund.  
  • For items delivered by our own fleet, delivery failures due to access issues, refusal of goods (unless faulty) a handling & carriage fee of £20 will be retained from your refund.

  • Should you require re-delivery at a different time a £20 redelivery fee may be chargable. 

6. Exemptions

The following items cannot be returned or refunded unless faulty:

  • Custom or bespoke orders, including non-standard log sizes (8", 12", 14" Logs).

  • Semi-seasoned firewood or other perishable/time-sensitive products, once delivered.

7. Damaged or Faulty Goods

Ravensby Firewood do our utmost best to ensure you receive a high quality product.  If our product arrives and you are unhappy please contact us as soon as possible to discuss and agree a solution.

  • Any damage or fault must be reported within 48 hours of delivery. 

  • We will arrange collection and replacement at no cost, or provide a full/partial refund depending on the circumstances.

8. Contact Details

For cancellations, returns, or refund enquiries:

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