Refund and Returns Policy

Last updated: 16 July 2026

This Refund and Returns Policy applies to purchases made from Lovington Logs Ltd through our website or by telephone.

1. Contact details

Lovington Logs Ltd
Lower Broadheath
Worcester
WR2 6QQ
England

Email: lovingtonlogs@gmail.com
Telephone: 07443 881779

Please contact us before attempting to return any goods. We do not operate a customer collection or public returns facility.

2. Cancelling an order before delivery

If you wish to cancel or amend an order before delivery, please contact us as soon as possible.

We will try to accommodate your request, but cancellation may not be possible where:

• The order has already been dispatched or loaded for delivery.
• Delivery has commenced.
• The goods have been cut, prepared, packaged or obtained specifically for you.
• The order is personalised or made to your specifications.
• A specially arranged trade or bulk order has entered fulfilment.

Your statutory rights are not affected.

3. Consumer change-of-mind cancellations

If you are purchasing wholly or mainly for personal use, you are considered a consumer.

For standard, non-bespoke goods ordered online or by telephone, you may normally cancel your order within 14 days of the day on which you receive the goods, without giving a reason.

To exercise this right, you must clearly tell us that you wish to cancel by emailing lovingtonlogs@gmail.com or telephoning 07443 881779 within the 14-day cancellation period.

After notifying us, you must return the goods, or arrange their return, without undue delay and no later than 14 days after notifying us of your cancellation.

4. Products that cannot be returned for a change of mind

Unless faulty, damaged, misdescribed or otherwise required by law, we do not accept change-of-mind cancellations or returns for:

• Logs cut or split to a customer’s requested dimensions.
• Bespoke or personalised products.
• Goods prepared, packaged or obtained specifically for the customer.
• Custom product combinations or specially assembled orders.
• Individually negotiated trade or commercial orders.
• Other goods made to the customer’s specifications.
• Products that have been burned, consumed, mixed with other fuel or materially altered.
• Goods that cannot be identified as having been supplied by Lovington Logs Ltd.

Standard stock products are not automatically excluded from statutory consumer cancellation rights merely because they are firewood, kindling or fuel.

5. Condition of returned goods

Returned products must be kept dry, secure and in substantially the same condition and quantity in which they were delivered.

You may inspect the goods only to the extent reasonably permitted in a physical shop. We may reduce the refund to reflect any loss in value caused by unnecessary or excessive handling.

This may include products that have been:

• Burned, used or partly consumed.
• Unpacked, scattered or mixed with other fuel.
• Left exposed to rain, damp or contamination.
• Improperly stored after delivery.
• Damaged while under the customer’s care.
• Reduced in quantity.
• Moved from the original delivery location in a way that makes collection materially more difficult.

Opening or inspecting goods does not automatically remove a consumer’s statutory rights, but excessive handling or use may reduce the amount refunded.

6. Return and collection costs

For a change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods.

Because bulk bags, loose loads and large quantities of firewood cannot normally be returned through standard post, collection may need to be arranged using a suitable vehicle. Please contact us for a collection quotation before cancelling.

Any collection charge will reflect the reasonable direct cost of recovering the goods, taking account of the order’s quantity, weight, delivery location and access requirements. It may be significantly higher than the original delivery charge.

We may withhold a change-of-mind refund until:

• We have received the goods back; or
• You provide satisfactory evidence that the goods have been returned,

whichever occurs first.

We will cover reasonable return or collection costs where the goods are faulty, materially damaged before delivery, incorrect or not as described.

7. Damaged, incorrect, missing or faulty goods

Please inspect your order as soon as reasonably possible following delivery.

If goods arrive damaged, an item is missing, you receive the wrong product, or you believe the goods are faulty or materially different from their description, contact us promptly using:

Email: lovingtonlogs@gmail.com
Telephone: 07443 881779

Where possible, please provide:

• Your name and order number.
• A description of the problem.
• Photographs of the affected goods.
• Photographs showing the complete delivered quantity.
• Photographs of the packaging, bulk bag or delivery location.

Reporting visible damage or missing items within 48 hours will help us investigate with the driver or courier. This requested reporting period does not remove or reduce your statutory rights.

Depending on the circumstances and your legal entitlement, we may offer:

• Replacement goods.
• Delivery of missing goods.
• A full or partial refund.
• Another appropriate remedy agreed with you.

We will not be responsible for damage caused after delivery by unsuitable storage, exposure to weather, misuse, contamination, normal characteristics of natural firewood or failure to follow reasonable handling instructions.

Natural variations in log species, colour, bark, shape, diameter and exact piece size are not necessarily faults where the product remains consistent with its description and any stated approximate measurements.

8. Failed or refused deliveries

Customers must provide accurate delivery information and ensure that the delivery location is safe, accessible and suitable for the vehicle and delivery method described.

If delivery cannot be completed because:

• Nobody is available where attendance has been agreed as necessary.
• The address or delivery instructions are incorrect or incomplete.
• Access is unsafe, obstructed or unsuitable.
• The customer refuses conforming goods.
• The customer requests redelivery after an unsuccessful attempt caused by circumstances within their control,

we may charge a reasonable redelivery fee.

Our standard redelivery charges are:

• £20 for local deliveries.
• £50 for deliveries further afield.

We will tell you which charge applies before arranging redelivery. Additional charges may apply to unusually large, trade or courier orders where the actual redelivery cost exceeds these amounts, but these will be communicated before redelivery is arranged.

These charges will not apply where the failed delivery was caused by Lovington Logs Ltd or where charging them would conflict with the customer’s statutory rights.

Refusing delivery does not, by itself, complete a valid cancellation. Customers should contact us clearly to explain that they wish to cancel.

9. Delivery location and unattended deliveries

Where a customer authorises us to leave an order unattended, we may deliver it to the agreed location without obtaining a signature.

Responsibility for the goods passes to the customer when they are delivered to the location agreed by the customer, except where the law provides otherwise.

Customers are responsible for ensuring the agreed location is accessible, secure and suitable for storing firewood. We are not responsible for deterioration or damage occurring after delivery because goods were left exposed to rain, standing water, contamination or other unsuitable conditions at the customer’s requested location.

Nothing in this section excludes responsibility for damage caused by our failure to exercise reasonable care and skill.

10. Refunds

Approved refunds will be made to the original payment method unless otherwise agreed.

Where a consumer validly cancels a standard order, we will refund:

• The price paid for the returned goods; and
• The basic outbound delivery charge paid, where legally required.

We are not required to refund the additional cost of an enhanced or more expensive delivery method where a less expensive standard option was available.

Where applicable, we may deduct:

• Any reduction in the value of goods caused by handling beyond what was reasonably necessary to inspect them.
• Amounts relating to goods that are missing, consumed, damaged or improperly stored while in the customer’s care.
• Return or collection costs for a change-of-mind cancellation, where the customer was informed that they would be responsible for them.

We will issue refunds without undue delay and within the periods required by law. Once issued, refunds usually appear within 5–10 working days, depending on your bank or payment provider. This banking period is outside our control.

11. Replacements

Where a replacement is agreed, we will arrange delivery within a reasonable period, taking account of stock availability and the customer’s location.

We may ask for affected goods to be made available for inspection or collection. Customers should not dispose of disputed goods unless we have agreed that they may do so.

12. Trade and commercial customers

A trade customer is a person, company, partnership or organisation purchasing wholly or mainly for business purposes.

The statutory consumer cancellation rights described in this policy do not apply to trade purchases.

Unless otherwise agreed by us in writing:

• Confirmed trade and commercial orders cannot be cancelled once preparation, procurement or fulfilment has begun.
• Correctly supplied trade goods are non-returnable.
• Bespoke, specially priced, bulk and courier-organised orders are non-returnable.
• Approved trade returns may be subject to collection, transport, handling and restocking charges.
• Trade customers must inspect deliveries promptly and notify us of visible shortages or damage as soon as reasonably possible.
• Trade customers must retain the goods and packaging while a claim is investigated.

Nothing in this section excludes any right or remedy that cannot lawfully be excluded.

13. Products sold by weight or volume

Firewood is a natural product. Settling may occur during transport, and moisture loss can affect weight after packing.

Where goods are sold by volume, the stated quantity refers to the relevant bag, container or load capacity as described when filled, rather than a guarantee that individual pieces will remain level with the top after transport and settling.

This does not affect your rights if the delivered quantity is materially below the product description.

14. Statutory rights

Nothing in this policy limits or excludes any rights available to consumers under applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Consumers purchasing standard goods online ordinarily have 14 days after delivery to notify the retailer of cancellation. Faulty, misdescribed or unsatisfactory goods are subject to separate statutory remedies. GOV.UK’s distance-selling guidance and returns and refunds guidance explain these obligations.

This policy is governed by the laws of England and Wales.