In simple terms, if you aren’t happy, please contact us and we promise to do our very best to sort it out for you.
We will refund or replace your firewood with no quibbles if you are not happy with it, even if you have used some of it. We will collect the unwanted logs from you.
If more than 30 days have gone by since your firewood was delivered, unfortunately we may not be able to offer you a refund or exchange.
Smoke Control Areas
If you live in a Smoke Control Area, we are only able to supply firewood to you on the understanding you will be burning the firewood in an appliance approved for use in a Smoke Control Area. Your local authority is responsible for designating smoke control areas and your stove manufacturer will be able to confirm whether your stove is an approved appliance (often referred to as DEFRA approved).
Useful links to check if you are in a Smoke Control Area:
Gloucester City Council
South Gloucestershire Council
Stroud District Council
Cheltenham Borough Council
Wiltshire County Council
NB This is NOT a complete list of everywhere we deliver to. Information is provided in different ways in different places on local authority websites (and sometimes not at all!)