Ravensby Firewood – Terms and Conditions of Sale

Including Delivery, Cancellations, Returns and Refunds

Last updated: 1 August 2026

1. About us and these Terms

1.1 Ravensby Firewood is the trading name of Emma Gillies and Stuart Gillies, carrying on business together in partnership from:

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

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

1.2 These Terms apply to purchases made from Ravensby Firewood through our website, by telephone, email, text message or any other distance-selling method.

1.3 By placing an order, you confirm that the information supplied by you is accurate and that you accept these Terms.

1.4 Nothing in these Terms limits or excludes any statutory rights available to a consumer under applicable law.

1.5 A “consumer” is an individual purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.

1.6 Where goods are purchased wholly or mainly for business purposes, statutory consumer cancellation rights may not apply. We may agree additional business terms in writing.

2. Orders and contract formation

2.1 After placing an order, you will normally receive an automated order-confirmation email. This confirms that we have received your order but does not necessarily mean that we have accepted it.

2.2 A contract is formed when we confirm that the order has been accepted or begin preparing or dispatching the goods, whichever occurs first.

2.3 We may refuse or cancel an order before dispatch where:

• goods are unavailable;
• a price or product description contains an obvious error;
• delivery is not available to the address supplied;
• we reasonably believe access will be unsafe or unsuitable;
• payment has not been authorised;
• the order appears fraudulent or abusive; or
• fulfilling the order would breach legal or regulatory requirements.

2.4 If we cancel an order before dispatch, we will refund all amounts paid for that order.

2.5 Customers must check their order confirmation and notify us promptly of any errors in products, quantities, log lengths, delivery addresses or contact details.

3. Products and natural variation

3.1 Firewood is a natural product. Colour, bark, grain, shape, diameter, species mix and appearance will vary.

3.2  We take great care to separate our firewood by species and product type. However, due to the nature of the processing and handling operation, a small number of stray pieces may occasionally be present. Firewood sold as a single species may therefore contain a minor proportion of another species.

3.3 Log dimensions are approximate. Natural variation in length, width, shape and splitting is unavoidable.

3.4 References to bag, crate or load volume describe the method or approximate volume used to supply the product. Loose-filled and stacked volumes are not directly interchangeable.

3.5 Reasonable settling may occur during handling and transport. This does not necessarily indicate that the stated quantity has not been supplied.

3.6 Minor quantities of bark, wood fibre, dust, small pieces or natural debris may be present.

3.7 Photographs are illustrative. The product supplied may not appear identical to website images.

3.8 Heat Logs must be kept indoors or in a completely dry, weatherproof storage area. Firewood should be stored in a suitably ventilated location and protected from prolonged exposure to rain.

4. Prices and payment

4.1 Prices shown include VAT where applicable unless stated otherwise.

4.2 Any applicable delivery charge, remote-area surcharge or optional service charge will be shown before the order is completed or confirmed separately with you.

4.3 Payment must be received before delivery unless we have expressly agreed otherwise in writing.

4.4 We may correct an obvious pricing error. Where an order has been placed at an incorrect price, we will contact you and offer the choice of paying the correct amount or cancelling for a full refund.

5. Delivery dates and times

5.1 Delivery dates and estimated arrival windows are provided in good faith.

5.2 All delivery dates and arrival windows provided are estimates and are not guaranteed.

5.3 Deliveries may be delayed by traffic, weather conditions, road closures, vehicle breakdowns, ferry disruption, courier-network delays, access difficulties, seasonal demand or other operational circumstances. We will make reasonable efforts to notify you of any significant delay where possible. However, advance notice may not always be available, particularly where delivery is being carried out by a third-party pallet network or courier.

5.4 Deliveries normally take place between 08:00 and 17:00.

5.5 Estimated arrival windows may change during the day. Drivers may arrive earlier or later than estimated. We will try to keep you updated if there are delays to your delivery but this may not always be operationally possible.

5.6 A missed estimated arrival window does not by itself mean that the order has failed or automatically entitle the customer to cancel without cost.

5.7 This clause does not limit a customer’s statutory rights where:

• a delivery date was expressly agreed as essential;
• we refuse to deliver;
• delivery is not completed within the legally required period; or
• another statutory right to cancel or terminate applies.

5.8 Customers must provide a working telephone number and email address and should monitor messages relating to delivery.

6. General customer responsibilities for delivery

6.1 The customer must provide:

• the complete and correct delivery address;
• an accessible telephone number;
• accurate delivery instructions;
• details of restrictions or hazards that could affect delivery; and
• a safe and suitable delivery location.

6.2 Customers must notify us in advance of:

• narrow roads, entrances or gateways;
• tight corners or limited turning space;
• weight, height or width restrictions;
• low bridges;
• weak bridges, culverts or private roads;
• soft verges or soft ground;
• gravel, loose stone, cobbles or steep gradients;
• low trees or branches;
• overhead cables;
• walls, gates, pillars or structures close to the access route;
• hidden drains, septic tanks, pipes, covers or underground structures;
• recently laid or vulnerable paving;
• shared access restrictions; and
• any other condition that may prevent safe delivery.

6.3 The customer must ensure that the delivery area is free from vehicles, people, pets and other obstructions before the driver arrives.

6.4 Our driver or courier has final discretion over whether access, unloading or placement can be completed safely.

6.5 The driver may refuse the requested position and use the nearest safe and reasonably accessible alternative.

6.6 A customer must not instruct or pressure a driver to carry out a manoeuvre or placement that the driver considers unsafe.

7. Entry onto private property and property damage

7.1 Our standard obligation is to deliver to the delivery point applicable to the product ordered. Entry farther onto private property is not guaranteed.

7.2 Where the customer asks our vehicle or a courier vehicle to enter a driveway, yard, garden, field, grassed area or other part of private property, the customer confirms that:

• they have authority to invite the vehicle onto the property;
• the route is suitable for the vehicle’s size and weight;
• there is sufficient width, height and turning space;
• the surface and any structures beneath it are capable of supporting the vehicle and any stabilisers; and
• all relevant hazards have been disclosed.

7.3 Our driver may decline to enter private property or may stop at any point they consider to be the nearest safe delivery position.

7.4 We are not responsible for damage arising solely from:

• the inherent weakness, instability or unsuitability of the ground or surface;
• undisclosed or concealed hazards;
• hidden drains, tanks, pipes, covers, voids or underground services;
• weak, loose, cracked or inadequately installed paving;
• soft, waterlogged or unstable ground;
• overgrown access or low branches;
• inaccurate information supplied by the customer; or
• a customer’s request that the vehicle enter or operate on a surface that the customer knew, or ought reasonably to have known, was unsuitable.

7.5 In particular, vehicles and crane stabilisers may mark, rut, compress or damage grass, soft ground, gravel, paving or other vulnerable surfaces. Where the customer requests access or operation on such a surface, the customer accepts the ordinary and reasonably foreseeable consequences arising from the condition of that surface.

7.6 We will still use reasonable care and skill. Nothing in these Terms excludes or limits liability for damage caused by our negligence or by our failure to use reasonable care and skill.

7.7 Customers should photograph or otherwise record any pre-existing damage to gates, walls, pillars, paving or access routes before delivery where there is a particular concern.

7.8 Any property damage allegedly caused during delivery must be reported as soon as reasonably possible, preferably before the driver leaves, and supported by photographs and relevant details.

8. Local bulk-bag deliveries

8.1 Bulk bags are delivered using a vehicle fitted with a crane.

8.2 We will normally place the bag on a firm, level and safely accessible driveway or similar delivery area.

8.3 Final placement depends on:

• safe vehicle access;
• the position in which the vehicle can safely stop;
• crane reach and lifting capacity;
• ground conditions;
• stabiliser placement;
• walls, fences or other barriers;
• overhead clearance; and
• the driver’s risk assessment.

8.4 Crane reach varies according to the weight of the bag, the position of the vehicle and site conditions. Any measurement or placement estimate given before arrival is approximate and not guaranteed.

8.5 Placement over walls or fences, behind gates or into restricted areas may not be possible.

8.6 If the requested position cannot be reached safely, the bag will be placed in the nearest safe and accessible location.

8.7 Due to the size and weight of bulk bags, delivery into garages, carports, sheds or enclosed structures cannot be guaranteed.

8.8 The driver will not carry, drag or manually reposition a full bulk bag after unloading.

8.9 Customers should consider ordering smaller Builder’s Bags where access or placement into a garage or carport is requested. Placement of Builder’s Bags is still subject to safe access and driver discretion.

8.10 Our delivery bags will usually include a fitted lid to help protect the logs from the elements. During periods of peak demand, we may occasionally use open-topped bags where our standard lidded bags are temporarily unavailable.

9. Local loose-tipped deliveries

9.1 Loose-tipped firewood is discharged from the vehicle at the nearest safe and suitable tipping position.

9.2 The customer must ensure that the tipping area:

• has sufficient space for our vehicle to enter;
• is firm, level and accessible;
• is clear of people, pets, vehicles and property;
• does not obstruct a public road or pavement; and
• can be reached without an unsafe reversing or manoeuvring requirement.

9.3 Our driver is not required to tip beneath low structures, through narrow entrances or in any location where the vehicle or surrounding property may be damaged.

9.4 If the requested position cannot be reached safely, the load will be tipped at the nearest safe and accessible alternative location.

9.5 Where a tarpaulin is provided, the customer must clearly state whether the logs are to be tipped onto it or whether it is intended to cover the logs following delivery.

10. Local Grab Net and Heat Log deliveries

10.1 We will normally place or stack Grab Nets at the location specified by the customer, provided that the route and storage area are safe and reasonably accessible.

10.2 Drivers will not enter living accommodation or any area they consider unsafe.

10.3 Stacking does not include reorganising an existing log store, moving unrelated property or carrying goods over an unreasonable distance or through unsafe access. If the requested location is locked we will leave the logs near to the requested location and it will be the customers responsibility to place away upon return.

10.4 Heat Logs must be placed in a completely dry, covered location. If no suitable dry location is available and the customer is absent, we may leave them in the nearest location and it is the customers responsibility to stow away.

11. Palletised crate and courier deliveries

11.1 Palletised goods, including crates and other large pallet deliveries, are delivered by an independent pallet network or courier.

11.2 Delivery is kerbside delivery only.

11.3 “Kerbside” means the nearest safe and accessible point to the vehicle where the pallet can be unloaded.

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

11.5 A driver may voluntarily attempt placement beyond kerbside where conditions permit, but this is entirely at the driver’s discretion and is not included as a guaranteed part of the delivery service. If this service has been achieved previously it is not to be expected that this will happen again.

11.6 The customer must have the means to move or unpack the goods from the kerbside following delivery.

11.7 Standard pallet deliveries may use an 18-tonne rigid vehicle. A smaller vehicle is not guaranteed and additional charges may apply for arrangement of this service.

11.8 The customer must ensure access is suitable for the delivery vehicle, including sufficient road width, height, turning space and legal access.

11.9 Pallets are normally moved using a manual pallet truck and tail lift. A flat, hard and level surface such as suitable concrete or tarmac is required.

11.10 Pallet trucks cannot normally operate safely on:

• grass;
• gravel;
• loose stone;
• cobbles;
• soft ground;
• steep or noticeable slopes;
• uneven or broken surfaces;
• high kerbs, steps or lips; or
• ground with insufficient space for the tail lift.

11.11 The courier may refuse to unload or move the pallet where the driver considers the conditions unsafe or unsuitable.

11.12 Delivery dates and courier time windows are estimates.

12. Attendance and unattended delivery

12.1 Where attendance is required, an adult aged 18 or over must be present.

12.2 A customer may authorise an unattended delivery by providing clear instructions for a safe location.

12.3 Any unattended delivery instruction is subject to the driver’s assessment. The driver may refuse to leave goods where there is a risk of theft, obstruction, damage or danger.

12.4 Where goods are left in the location authorised by the customer, delivery will be treated as completed when the goods have been placed there.

12.5 After delivery to the agreed or authorised location, the customer is responsible for promptly securing and protecting the goods from theft and weather.

12.6 We are not responsible for theft, weather exposure or deterioration occurring after goods have been safely delivered to an unattended location specifically authorised by the customer, except where caused by our failure to follow the agreed instructions or to use reasonable care and skill.

13. Failed deliveries, refusal and redelivery

13.1 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 address details;
• absence of a required recipient;
• inability to contact the customer;
• obstruction of the delivery point;
• refusal to accept conforming goods;
• refusal based solely on the courier being unable to move a pallet beyond the contracted kerbside point; or
• another act or omission within the customer’s reasonable control.

13.2 Where a delivery fails for a reason within our control, no failed-delivery or redelivery charge will be applied.

13.3 Where a 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.

13.4 For deliveries made using our own vehicles, a failed-delivery or redelivery charge of £20 may apply where this represents our reasonable costs. We reserve the right to charge a higher amount where the actual reasonable cost is greater, provided the amount is explained and evidenced.

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

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

13.7 If conforming palletised goods are refused because the driver cannot place them beyond kerbside, or is not within an expected timeframe, the order may be returned to the depot. Any refund will be handled in accordance with clauses 13 and 15, with reasonable outbound and return costs deducted where legally permitted.

13.8 We will take reasonable steps to minimise any costs arising from a failed delivery.

14. Courier delays and missed delivery estimates

14.1 Courier delivery dates and time windows may be changed or missed because of circumstances outside our direct control.

14.2 Where a courier misses an estimated date or time window, we will work with the courier and customer to arrange delivery as soon as reasonably possible.

14.3 A missed estimate does not automatically entitle the customer to refuse conforming goods or require us to absorb return carriage.

14.4 Where the customer cancels or refuses the order solely because an estimated courier date or time was missed, we may deduct the reasonable direct outbound and return costs from any refund where legally permitted.

14.5 No deduction will be made where the customer has a statutory right to cancel without those costs, where we expressly guaranteed an essential delivery date and failed to meet it, or where the failure otherwise amounts to a breach entitling the customer to terminate the contract.

15. Consumer cancellation rights

15.1 Where a consumer purchases at a distance, they will normally have the right to cancel the contract without giving a reason.

15.2 The cancellation period normally ends 14 days after the day on which the consumer, or a person nominated by them, receives the goods.

15.3 To exercise the right to cancel, the customer must make a clear statement by email, letter or telephone before the cancellation period expires.

15.4 Cancellation notices should be sent to:

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

15.5 Where a valid cancellation is made before dispatch, we will provide a full refund.

15.6 Where a valid cancellation is made after dispatch or delivery:

• the customer must return the goods or make them available for collection;
• the customer is responsible for the direct cost of return unless the goods are faulty, misdescribed or we have agreed otherwise;
• we may arrange collection and deduct or charge the direct collection cost;
• we will refund the price paid and the cost of our least expensive standard outbound delivery option; and
• any additional amount paid for an enhanced or premium delivery service need not be refunded.

15.7 Because firewood orders and crates are heavy and cannot normally be returned by ordinary post, collection and return transport can be expensive. Customers should contact us for an estimated return cost before cancelling.

15.8 The customer must take reasonable care of the goods while they remain in their possession.

15.9 We may reduce the refund to reflect any loss in value caused by handling beyond what would reasonably be permitted when examining the goods. This may include:

• burning or using any of the fuel;
• unpacking or removing substantial quantities from a crate;
• mixing the goods with other fuel;
• exposure to rain or damp;
• damage to packaging;
• contamination; or
• failure to restack or prepare goods safely for collection.

15.10 Any statutory cancellation exception for goods made to a customer’s specifications will apply only where the goods were genuinely made or cut specifically for that customer and were not a standard stocked option.

16. Returns following a change of mind

16.1 Goods returned following a change of mind must be:

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

16.2 The customer must not attempt to return large goods without first agreeing transport arrangements with us.

16.3 Where a pallet, crate or bulk product has been emptied, dismantled, mixed or materially used, the refund may be reduced to reflect the diminished value.

16.4 Returns should be sent only following prior agreement to:

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

17. Faulty, damaged or misdescribed goods

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

17.2 These statutory rights are separate from the change-of-mind cancellation right and are not restricted by these Terms.

17.3 Customers should inspect goods as soon as reasonably possible after delivery.

17.4 Visible transit damage should, where possible, be noted on the delivery documentation and photographed before the driver leaves.

17.5 Customers should report damage, shortage or quality concerns promptly. Asking customers to report an issue within 48 hours helps us investigate but does not remove statutory rights where reporting within that period was not reasonably possible.

17.6 We may request:

• photographs of the goods and packaging;
• the order number;
• details of the alleged defect;
• information about storage;
• moisture readings where relevant; and
• reasonable access to inspect or collect the goods.

17.7 Where goods do not conform to the contract, we will provide the remedy required by applicable consumer law, which may include repair where appropriate, replacement, price reduction or refund.

17.8 Where goods are confirmed to be faulty or misdescribed, we will meet reasonable return or collection costs.

17.9 Packaging damage alone does not necessarily mean that the firewood or fuel is faulty. We will consider any resulting actual loss or contamination.

18. Refunds

18.1 Refunds will be made to the original payment method unless otherwise agreed.

18.2 Following a valid consumer cancellation, we may withhold the refund until:

• the goods have been returned; or
• the customer supplies evidence that they have sent them back,

whichever occurs first.

18.3 Refunds will be processed within the period required by applicable law.

18.4 Where goods are collected by us or a courier, reasonable return costs for which the customer is responsible may be deducted from the refund.

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

19. Promotions and discount codes

19.1 Promotions are subject to the individual conditions advertised with the offer.

19.2 Unless stated otherwise:

• promotions cannot be combined;
• only one discount may be used per order;
• offers are subject to availability;
• offers may be limited by delivery area, product, date or customer;
• free items have no cash alternative; and
• discount codes must be applied before payment.

19.3 We may withdraw or correct a promotion before an order is accepted where it contains an obvious error or is being abused.

20. Our liability

20.1 Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory consumer rights; or
• any other liability that cannot lawfully be excluded.

20.2 We are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill.

20.3 We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

20.4 Where the customer is acting as a consumer, we are not responsible for business losses, including lost profits, lost revenue, lost business or business interruption.

20.5 We are not responsible for damage arising solely from the customer’s failure to comply with these Terms, failure to disclose a hazard, inaccurate instructions or the inherent unsuitability of a customer-controlled delivery surface or access route.

20.6 We are not responsible for the condition or performance of a stove, chimney, flue or other appliance into which the goods are placed. Customers must use suitable appliances and comply with manufacturer instructions and applicable safety requirements.

20.7 We do not accept responsibility for incorrect burning, inadequate airflow, chimney problems, poor storage or exposure of fuel to moisture after delivery.

21. Events outside our reasonable control

21.1 We are not responsible for delay or failure caused by events outside our reasonable control, including:

• severe weather;
• flooding or snow;
• road closures;
• traffic incidents;
• breakdowns;
• ferry or port disruption;
• industrial action;
• fire;
• power or communications failure;
• government action;
• epidemic or public-health restrictions;
• supplier failure;
• courier-network disruption; or
• other comparable events.

21.2 We will contact affected customers where reasonably possible and take reasonable steps to minimise the delay.

21.3 This clause does not remove statutory rights where a delay continues beyond the period permitted by law.

22. Complaints

22.1 Customers should contact us first so that we have an opportunity to investigate and resolve the issue.

22.2 Complaints can be made by:

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

22.3 Please provide the order number, a description of the issue and any relevant photographs or evidence.

22.4 We will aim to acknowledge complaints promptly and respond within a reasonable period.

22.5 Nothing in this clause prevents a consumer from exercising statutory rights or bringing proceedings where appropriate.

23. Personal information

23.1 We process personal information to administer orders, take payment, arrange delivery, communicate with customers, prevent fraud and meet legal obligations.

23.2 Further information is available in our Privacy Policy.

23.3 We may provide necessary delivery information to couriers, pallet networks, delivery applications and other service providers involved in fulfilling the order.

24. Changes to these Terms

24.1 We may amend these Terms from time to time.

24.2 The Terms applying to an order will normally be those available when the order was placed.

24.3 We will not retrospectively make a material change that unfairly disadvantages a customer in relation to an existing order.

25. Severability

25.1 If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in effect.

25.2 Any invalid provision will be treated as modified only to the minimum extent necessary to make it lawful and enforceable where that is legally possible.

26. Governing law and jurisdiction

26.1 These Terms and any dispute arising from them are governed by Scots law.

26.2 A consumer resident in another part of the United Kingdom retains any mandatory protections and rights to bring proceedings available under the law applicable to them.

26.3 Subject to those consumer protections, the Scottish courts will have jurisdiction.

27. Contact details

Ravensby Firewood
Mains of Ravensby Farm
Carnoustie
Angus
DD7 7RJ

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