All our products are covered by our 100% satisfaction money back guarantee. You are also protected by distance selling regulations whereby you can order goods, receive them and review them within 30 days of receipt of your order. However, if you are 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 what the issues are 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 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 believe your logs are not kiln dried and ready to burn, and you’re struggling to burn them, please get in touch so we can arrange to visit you so we can inspect the logs and the conditions in which you’ve kept them. Please be aware that we cannot take back logs that have been left out in the rain or exposed to the elements (such as driving rain) since we supplied them to you as kiln dried and with a moisture content below 20%. As per our terms of delivery, logs need to be put away and under cover as soon as they’re delivered to you. 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 to 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 re-saleable condition.
Your statutory legal rights are not affected by this policy.