Cancellation and Returns Policy:
- Wood Fuel Co-operative reserves the right to refuse any order or part order or to ask for further information in order to process an order.
- As the customer, you have the right to cancel any order under Distance Selling Regulations. Cancel within fourteen days of your receipt of the goods. Once you have notified us that you wish to cancel the contract, you must return your goods to us, undamaged. Any sum debited to us will be refunded in full within fourteen days. Goods returned in a damaged condition may result in a reduction in your refund amount.
- It is your responsibility to return the goods back to us within fourteen days of the date of your cancellation. If you are in possession of the goods you are under duty to retain them and take reasonable care of them before returning them to us. Once we receive the returned goods you will receive a full refund including standard delivery charges, unless the goods are returned to us in damaged condition.
- If you are unable or unwilling to arrange return of the goods, we can arrange a courier to collect the goods. This will be charged to you at an amount not exceeding our direct costs. In most circumstances, this cost will be £65 plus VAT per pallet. This cost may vary depending on your location. It is your responsibility to inform us if you require us to arrange the return haulage for you.
How to Return
Contact us immediatey if you have a problem with the product we deliver. Ths must be within 14 days of receiving the order.
Under Distance Selling Regulations, you can return your order to us within 14 days for a full refund.
As many of our goods are palletised, this can be difficult to arrange without our assistance, so we can arrange this for you. The cost of return postage will be met by you, the customer. This is normally around £65 per pallet. We will give you an exact price based on your address. The price give will be the price charged by the courier plus VAT; we do not add any extras to this price.
You must then package the good securely for return. We suggest using a roll of pallet wrap, which can be purchased from DIY stores. Stack the goods securely on a pallet and wrap them tightly with the pallet wrap. The pallet must be in a place where Palletways can collect from, using the pallet trolley. However, you must also ensure that the fuel is not damaged by weather while it is awaiting collection. It is your responsibility to ensure the goods are securely packaged so they arrive with us safely. We cannot refund products that are damaged as a result of poor packaging or incorrect storage.
Once we receive the product back safely, we will refund you as previously arranged with you, unless there is significant damage to the product that you did not make us aware of at the time of booking the return.
Our main aim is to ensure you are happy with the product and service you receive from us. In the first instance, please always contact us and we will work with you to resolve any issues to your satisfaction.
Our office number is 01387 731 210 or you can email us on info@woodfuel.coop
