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Refund and Returns Policy

Canceling or rescheduling your order

We require a minimum of 24-hours notice if you wish to cancel or reschedule your log delivery. This is because we may have already loaded our van with your order within 24 hours – and it may even be out with the driver for delivery.

If you have paid for your logs with a debit or credit card and want to cancel your order we will issue a refund equal to the total cost of your order.

To cancel your order or to change the delivery date please call 01691 887977 at least 24 hours before your order is due to be delivered.

 

Refunds and exchanges

All our products are protected by distance selling regulations whereby you can order goods, receive them and review them within 30 days of receipt of your order.
 
If you’re unhappy with the goods and wish to return them to us for a refund or exchange we would be grateful if you could let us know the issues with your order immediately so we can help rectify any problems as soon as possible.
 
Our standard returns procedure is:
  • If you have simply changed your mind about your order please return the logs in their original, unused and re-saleable condition to The Log People, Maes Y Clawdd, Oswestry, SY10 8NN.
  • If you have received the wrong items, or we have made a mistake with your order, please contact us and we will arrange collection of the goods and rectify the mistake.
  • If you’re struggling to burn your logs please read our advice with tips if you’re struggling to get your fire going before contacting us.
  • If you believe your logs are not below the required 20% moisture content, please get in touch so we can arrange to inspect the logs and assess the conditions in which you’ve kept them. Please be aware that we cannot take logs back that have been left out in the rain or exposed to the elements (such as driving rain) as we supply logs to you as Ready To Burn certified and kiln-dried with a moisture content below 20%. As per our terms of delivery, logs need to be stored under cover as soon as they’re delivered to you. To avoid inconvenience to you in case you need to return the logs to us, we recommend you burn them first before you unpack the bags. If you decide to return them, within 30 days of receipt of delivery, you will need to return the bags to us in full so they’re ready to be collected.

    If you’re struggling to get your logs to combust read our top tips if you’re struggling to light your wood burning stove.

To discuss your order with us please contact us in the first instance so we can discuss your refund/exchange request. All goods to be returned must be in a re-saleable condition and made available for collection by The Log People on the agreed collection date.

Refunds/exchanges will be processed once goods are received and checked to ensure they are in a re-saleable condition.

Your statutory legal rights are not affected by this policy.

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