Refund & Returns Policy

Hogs Back Logs | EST. 2005

Operated by R J Simmons Agricultural Services Limited, trading as Hogs Back Logs.

At Hogs Back Logs, we take pride in supplying quality firewood, kindling and associated products. We want every customer to be satisfied with their order.

If something isn't right, please contact us and we will do our best to resolve it promptly and fairly.

1. Order Cancellations

If you wish to cancel an order before it has been dispatched or delivered, please contact us as soon as possible.

For scheduled local loose firewood deliveries, we kindly request at least 48 hours' notice for cancellations or changes to delivery dates.

This helps us manage our delivery schedule efficiently and offer available delivery slots to other customers.

This notice request does not affect your statutory cancellation rights.

2. Your 14-Day Right to Cancel

For most goods purchased online or by telephone, you have the legal right to cancel your order without giving a reason within 14 days of receiving the goods.

You may also exercise this right before delivery.

To exercise your cancellation right, you must inform us of your decision to cancel within the applicable period. You must then return the goods within a further 14 days, unless we have agreed to collect them.

This right generally applies to eligible products including boxed firewood, loose firewood loads, bagged firewood, kindling, firelighters and smokeless fuel.

Certain statutory exceptions may apply.

3. Returns and Collection Costs

If you change your mind and exercise your statutory right to cancel, you will normally be responsible for the direct cost of returning the goods, provided this was properly disclosed before purchase.

For bulky products such as loose firewood loads and pallet-delivered firewood, specialist collection may be necessary.

Please contact us to discuss the practical arrangements.

Where goods cannot normally be returned by post, we will provide the legally required information about return or collection costs before purchase.

Where goods are faulty, damaged, incorrectly supplied or not as described, Hogs Back Logs will meet its legal obligations, including reasonable return or collection costs where applicable.

4. Loose Firewood Returns and Collection

Our loose firewood loads are delivered locally and tipped at a suitable, accessible location.

If you wish to return a loose firewood load following delivery, please contact us to discuss the available options.

For change-of-mind returns, Hogs Back Logs offers a collection service at a charge of £50 per collection, subject to suitable access and collection arrangements.

This charge applies only where legally permitted, has been disclosed before purchase and the customer has agreed to use our collection service.

Customers may alternatively arrange a suitable return themselves.

Where appropriate, we may offer an alternative product or replacement at an agreed price instead of arranging a return. Any such arrangement will be discussed and agreed with the customer.

If firewood has been burned, mixed with other materials or handled beyond what is reasonably necessary to inspect it, this may affect the refund available, subject to statutory rights.

Where goods are faulty, damaged, incorrectly supplied or not as described, Hogs Back Logs will arrange an appropriate remedy in accordance with statutory consumer rights, without charging the customer for collection where we are legally responsible for those costs.

5. Failed Deliveries and Additional Journeys

Where a loose firewood delivery or collection cannot be completed due to circumstances outside the control of Hogs Back Logs, including unsuitable access, undisclosed restrictions or the customer being unable to accept delivery, a reasonable additional charge may apply where legally permitted.

A charge of £50 may apply for an additional collection or delivery journey, provided this reflects reasonable costs incurred and the customer was informed of the applicable charge before ordering.

Alternatively, Hogs Back Logs may agree a suitable arrangement with the customer, including rescheduling the delivery, arranging an alternative delivery location or offering another mutually agreed solution.

No additional charge will apply where the failed delivery or collection is the responsibility of Hogs Back Logs.

Nothing in this section affects the customer's statutory consumer rights.

6. Damaged, Faulty or Incorrect Goods

If your order arrives damaged, faulty, incomplete or incorrect, please contact us as soon as reasonably possible.

Please provide your order number, a description of the issue and photographs where helpful.

We will investigate and arrange an appropriate remedy in accordance with your consumer rights. Depending on the circumstances, this may include replacement, collection, a price reduction or a refund.

Your statutory rights under the Consumer Rights Act 2015 are unaffected.

7. Natural Characteristics of Firewood

Firewood is a natural product, so variations in log shape, colour, bark, grain and appearance are normal.

Log lengths and species mixes may vary within the tolerances and descriptions stated on individual product pages.

These natural characteristics do not necessarily indicate a defect, provided the goods meet their advertised description and applicable quality standards.

8. Refunds

Where a refund is due following a statutory cancellation, we will refund the applicable purchase price and standard delivery charges as required by law.

Refunds will be made within the legally required timeframe. For goods being returned, we may wait until we receive the goods or evidence of their return, where permitted.

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

No payment-processing or transaction fees will be deducted from refunds required by law.

9. Delivery Problems

If your order has not arrived, has arrived damaged or is incomplete, please contact us.

Hogs Back Logs remains responsible for goods until responsibility lawfully passes to the customer.

We will investigate delivery issues with the relevant courier and arrange an appropriate resolution in accordance with applicable consumer law.

10. Contact Us

For cancellations, returns, refunds or delivery concerns, please contact:

Hogs Back Logs
R J Simmons Agricultural Services Limited
Trading as Hogs Back Logs

Email: logs@hogsbacklogs.co.uk
Telephone: 07748 682855
Website: www.hogsbacklogs.co.uk