Terms and Conditions: Wood Fuel Co-operative
About us
These terms apply to consumer purchases made through our website or by telephone.
Wood Fuel Co-operative is a company limited by guarantee, registered in Scotland under company number SC399132.
Address: 170 Heathhall Industrial Estate, Dumfries, DG1 3PH
Telephone: 01387 731 210
Email: info@woodfuel.coop
Nothing in these terms limits your statutory consumer rights.
Orders and payment
You can order online or by telephone. Your order is accepted when we confirm acceptance by email or, for telephone orders, when we accept your order and process payment.
If we cannot accept your order, we will explain why and refund any payment taken for it.
Prices are shown in pounds sterling and include VAT where applicable. Any delivery charges will be shown or agreed before you complete your purchase.
Please check your order confirmation and contact us promptly if anything is incorrect. Changes are subject to availability and whether your order has already been dispatched.
Changes to website prices or these terms will not retrospectively change an accepted order without your agreement.
Product descriptions and suitability
We are responsible for supplying goods that are of satisfactory quality, match their description and meet applicable legal requirements concerning fitness for purpose.
Please follow the product instructions and your appliance manufacturer’s guidance. If you are unsure whether a fuel is suitable for your appliance, ask us before ordering.
Dispatch and delivery times
We will confirm when your order has been dispatched.
Standard pallet delivery normally takes up to three working days from dispatch, excluding weekends and Bank Holidays. Some outlying areas may take longer.
These are estimated timescales unless a particular delivery commitment has been expressly agreed. During busy periods, dispatch may take longer; we will let you know about likely delays.
Unless another delivery period has been agreed, we will deliver without undue delay and within 30 days of accepting your order.
If delivery is overdue, contact us so we can investigate. Your statutory rights remain unaffected, including any right to set a reasonable further delivery deadline or cancel for a refund where the law allows.
Pallet delivery conditions
Kerbside delivery
Palletline is contracted to deliver to the kerbside only, for insurance and health and safety reasons.
The driver unloads the complete pallet using a tail lift and uses a manual pallet trolley to position it at the nearest safe, accessible kerbside unloading point.
In a town, this will usually be outside your property. At a rural address, it may be at the end of your driveway or where your bins are collected.
Delivery onto your driveway, into a garage or shed, or round the back of your house is not included. The driver cannot unpack the pallet or carry individual bags and packs into storage.
Any assistance beyond kerbside delivery is entirely at the driver’s discretion and depends on safe access and suitable ground conditions. Assistance on a previous delivery does not guarantee the same assistance next time.
Please arrange any help you need to move and store your fuel.
Access and unloading
Please tell us about known access restrictions before ordering. These include narrow roads, tight corners, low bridges, weight restrictions, limited turning space and overhead obstructions.
The pallet trolley needs a flat, level, hard surface, such as concrete or tarmac. It cannot travel over gravel, grass, cobbles, soft ground, steep slopes, steps or raised thresholds.
Delivery vehicles do not carry cranes or HIAB equipment to lift pallets over obstacles.
Standard deliveries normally use an 18-tonne lorry. A 7.5-tonne vehicle can be requested for orders weighing 720kg or less. Select Access Restrictions at checkout and add a note requesting the smaller vehicle.
The smaller vehicle is approximately the same width as the standard lorry, so it may not resolve narrow-access problems.
The driver makes the final decision about whether access and unloading are safe. If you are unsure, contact us before ordering.
Delivery day and arrival time
Standard pallet orders use an open booking system. Your local depot should make a courtesy call to tell you the planned delivery day.
This call does not offer a choice of delivery day, morning or afternoon slot, or a particular arrival time.
Please provide an accurate telephone number. Someone must be available between 8am and 5pm on the notified delivery day, unless another arrangement has been agreed in advance.
If you cannot receive delivery that day, tell the depot promptly and agree any change with them.
Any arrival window sent by text is an estimate, not a guaranteed slot. Delivery may take place after dark in winter.
Special delivery requests
Contact us before ordering if you need a particular day, morning or afternoon delivery, or a timed service.
We will check availability and confirm any additional charge. Special arrangements must be expressly agreed with us, with any applicable surcharge paid before dispatch.
An order note alone does not confirm a special delivery arrangement.
Delivery charges
Delivery to most mainland UK postcodes is included in the pallet prices shown. Some mainland and offshore addresses have additional charges.
Use the postcode checker on our pallet delivery information page before ordering. Postcode surcharges apply per pallet.
Any price-on-request delivery must be quoted and agreed before your order is accepted.
Failed or refused deliveries
If nobody is available on the notified delivery day, or an undisclosed access restriction prevents safe unloading, the pallet may be returned to the depot.
Where the failed delivery is attributable to you, we may charge reasonable additional costs actually incurred, where permitted by law. We will explain any charge and provide a breakdown.
If safe kerbside unloading is possible, the driver declining to move the pallet into your garage, round the back of your house or to another preferred position does not mean the agreed delivery service has failed.
If you refuse delivery, contact us promptly to confirm whether you want redelivery or wish to cancel. Any redelivery charges, return costs or refund deductions will be assessed in accordance with your statutory rights and the cancellation terms below.
We will not automatically deduct all delivery and return costs from your refund.
We will not charge you for a failed delivery caused by us or our haulier.
Parcel deliveries
Express Packs and Bundles are delivered by parcel service and have different delivery arrangements. Please read our parcel delivery information before ordering.
The cancellation rights below also apply to eligible online and telephone parcel purchases.
Checking your delivery
Please check your order and packaging on arrival, where safe and practical. Ask the driver to record visible damage or missing items on the delivery record.
Contact us as soon as possible about damaged, incorrect or missing goods. Photographs can help us resolve the problem.
Signing for delivery or failing to report damage within seven days does not remove your statutory rights.
Goods remain at our risk until you, or someone you have nominated to receive them, takes physical possession, except where the law provides otherwise for a carrier independently appointed by you.
Cancellation and returns
Your right to cancel
For most online and telephone purchases, you may cancel without giving a reason from the time you order until 14 days after you receive the goods.
Tell us clearly that you wish to cancel, giving your name and order number. You can email, telephone or write to us using the contact details above.
You may use the cancellation form below, but you do not have to.
If your order has not been dispatched, contact us as soon as possible so we can stop it leaving.
Returning unwanted goods
After notifying us of cancellation, return the goods within a further 14 days, unless we have agreed to collect them.
You are responsible for the direct cost of returning unwanted goods, provided we informed you of this responsibility before purchase.
Palletised fuel cannot normally be returned by ordinary post. If you ask us to arrange return haulage for unwanted goods, the charge is £71 per pallet, including VAT and fuel surcharge. This may be more for surcharged areas; the applicable charge will match but not exceed the cost to us of return shipping.
You may arrange your own suitable return transport instead. Please contact us for return instructions before sending goods back.
For unwanted parcel orders, you are responsible for the direct return postage or courier cost.
You may inspect goods as you would in a shop. Where permitted by law, we may reduce your refund for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We will explain any reduction.
Refunds
When you exercise your statutory cancellation right, we will refund the amount due, including standard outbound delivery.
If you chose a more expensive delivery service, we do not have to refund the additional amount above the standard delivery cost.
Refunds will be made without undue delay:
- If we have not offered to collect: within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier.
- If we have offered to collect: within 14 days of receiving your cancellation notice.
We will use your original payment method unless you expressly agree otherwise. We do not charge a refund fee.
Any lawful reduction or agreed return collection cost will be clearly explained. We will not deduct a penalty simply because you exercised your cancellation right.
Faulty, damaged or incorrect goods
Contact us promptly if goods are faulty, damaged on delivery or different from what you ordered.
Your rights under the Consumer Rights Act 2015 may include a refund, repair or replacement, depending on the circumstances. These rights are separate from the change-of-mind cancellation period.
We will cover reasonable return or collection costs where goods are faulty, damaged on delivery or supplied incorrectly. The £71 unwanted-goods return charge does not apply in these circumstances.
Our responsibility
We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.
Nothing in these terms excludes or restricts liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or breaches of statutory consumer rights.
Complaints
If something goes wrong, please contact us:
Telephone: 01387 731 210
Email: info@woodfuel.coop
Please include your order number and explain the problem. We will investigate and aim to resolve it fairly.
Terms and Conditions: Your Privacy
We are committed to protecting your privacy.
We recognize that your privacy is important. This document outlines the types of personal information we receive and collect when you use www.woodfuel.coop, as well as some of the steps we take to safeguard your information. We hope this will help you make an informed decision about sharing personal information with us.
Wood Fuel Co-operative strives to maintain the highest standards of decency, fairness and integrity in all our operations. Likewise, we are dedicated to protecting our customers’, consumers’ and online visitors’ privacy on our website.
Personal Information
We do not store credit card details.
Wood Fuel Co-operative collects personally identifiable information from the visitors to our website only on a voluntary basis. Personal information collected on a voluntary basis may include name, postal address, email address, company name and telephone number. This information is collected if you request information from us or buy a product from us. The same applies if you participate in a contest we run, sign up to join our email list or request some other service or information from us.
The information collected is internally reviewed and used to improve the content of our website. Also to notify our visitors of updates, and respond to visitor inquiries. Once information is reviewed, it is destroyed or stored in our files. If we make material changes in the collection of personally identifiable information we will inform you by placing a notice on our site. Personal information received from any visitor will be used only for internal purposes.
We use Trustpilot as a Data Processor. This means that when you buy a product from us, we share your name and email address with Trustpilot for the sole purpose of inviting you to review our service. We only do this with your permission and have opted to do this so that our customers make informed decisions when buying from us.
Wo do not share your information with any other third parties, unless legally obliged to do so. We do not sell your data to third parties under any circumstances.
Use of Cookies and Web Beacons
We use cookies to help you personalize your online experience. Cookies are identifiers that are transferred to your computer’s hard drive through your Web browser. They enable our systems to recognize your browser. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize the site’s pages, or register with any of our site’s services, a cookie enables Wood Fuel Co-operative to recall your specific information on subsequent visits. You have the ability to accept or decline cookies by modifying your Web browser. If you choose to decline cookies, you may not be able to fully experience the interactive features of the site.
A web beacon
This is a transparent image file used to monitor your journey around a single website or collection of sites. They are also referred to as web bugs and are commonly used by sites that hire third-party services to monitor traffic. They may be used in association with cookies to understand how visitors interact with the pages and content on the pages. We may serve third party advertisements that use cookies and web beacons in the course of advertisements being served on our web site to ascertain how many times you’ve seen an advertisement. No personally identifiable information you give us is provided to them for cookie or web beacon use, so they cannot personally identify you with that information on our web site.
Browsers can be set to accept or reject cookies or notify you when a cookie is being sent. Privacy software can be used to override web beacons. Taking either of these actions shouldn’t cause a problem with our site.
Wood Fuel Co-operative (“us”, “we”, or “our”) uses cookies on www.woodfuel.coop (the “Service”). By using the Service, you consent to the use of cookies.
Our Cookies Policy explains what cookies are and how we use cookies. It also states how third-parties we partner with use cookies on the Service, your choices regarding cookies and further information about cookies.
What are cookies?
Cookies are small pieces of text sent by your web browser by a website you visit. A cookie file is stored in your web browser. They allow the Service or a third-party to recognize you. This makes your next visit easier and the Service more useful to you.
Cookies can be “persistent” or “session” cookies.
How Wood Fuel Co-operative uses cookies
When you use and access the Service, we may place a number of cookies files in your web browser.
We use cookies for the following purposes: to enable certain functions of the Service, to provide analytics, to store your preferences, to enable advertisements delivery, including behavioural advertising.
We use both session and persistent cookies on the Service and we use different types of cookies to run the Service:
– Essential cookies. We may use essential cookies to authenticate users and prevent fraudulent use of user accounts.
Third-party cookies
In addition to our own cookies, we may also use various third-parties cookies to report anonymised usage statistics of the Service, deliver advertisements on and through the Service, etc. These include Google Analytics, for example, which help us optimise use of our website.
What are your choices regarding cookies?
To delete cookies or instruct your web browser to delete or refuse cookies, visit the help pages of your web browser.
Please note that if you delete cookies or refuse to accept them, you might not be able to use all of the features we offer. You may not be able to store your preferences, and some of our pages might not display properly.
Where can you find more information about cookies
You can learn more about cookies and the following third-party websites:
Children’s Online Privacy Protection Act
This website is directed to adults; it is not directed to children under the age of 13. We operate our site in compliance with the Children’s Online Privacy Protection Act. We will not knowingly collect or use personal information from anyone under 13 years of age.
Non-Personal Information
In some cases, we may collect information about you that is not personally identifiable. We use this information, which does not identify individual users, to analyze trends, to administer the site, to track users’ movements around the site and to gather demographic information about our user base as a whole. The information collected is used solely for internal review and not shared with other organizations for commercial purposes.
Dissolution
If Wood Fuel Co-operative is dissolved, the information we have obtained from you through your voluntary participation in our site will be permanently deleted. In that event, you will receive notice through our website.
How You Can Correct or Remove Information
We provide this privacy policy as a statement to you of our commitment to protect your personal information. If you have submitted personal information through our website and would like that information deleted from our records or would like to update or correct that information, please make your request through our Contact page.
Updates and Effective Date
Wood Fuel Co-operative reserves the right to make changes in this policy. If there is a material change in our privacy practices, we will indicate on our site that our privacy practices have changed. We will provide a link to the new privacy policy. We encourage you to periodically review this policy so that you will know what information we collect and how we use it.
Agreeing to Terms and Conditions
If you do not agree to Wood Fuel Co-operative’s Privacy Policy as posted here on this website, please do not use this site or any services offered by this site.
Your use of this site indicates acceptance of this privacy policy and our terms and conditions.
