Returns Policy

Returns & Refunds Policy – Seasoned Logs Surrey

Last Updated: February 2026

At Seasoned Logs Surrey, we are proud to be a trusted, customer-focused local firewood supplier based in West Clandon, Surrey. Our priority is to ensure every customer is completely satisfied with their purchase.

If you experience any issues with your order, please contact us first and we will always do our best to resolve the matter quickly and fairly.

1. About This Policy

This Returns and Refunds Policy applies to all products purchased through:

Website: www.seasonedlogssurrey.co.uk
Company: Seasoned Logs Surrey, Tithebarns Farm, West Clandon, Surrey

It outlines your rights, our responsibilities, and the process for returns and refunds.

2. Your Right to Cancel

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.

The cancellation period ends 14 days after:

  • You receive the goods, or

  • A nominated third party receives them on your behalf

To cancel an order, please notify us clearly by:

📧 Email: orders@seasonedlogssurrey.co.uk
📞 Phone: 01483 363122

3. Refunds

Once we receive your returned goods, we will process your refund within 14 days.

  • Refunds are issued using the original payment method

  • No additional fees will be charged

  • Delivery charges may be deducted where applicable

4. Conditions for Returns

To qualify for a return, items must:

  • Have been purchased within the last 14 days

  • Be unused and in original packaging

  • Be in resalable condition

5. Non-Returnable Items

The following items cannot be returned:

  • Custom-made or personalised products

  • Perishable or time-sensitive goods

  • Opened items for hygiene or safety reasons

  • Products mixed with other materials after delivery

  • Used or partially consumed firewood and fuels

We reserve the right to decline returns that do not meet these conditions.

6. Returning Your Goods

Customers are responsible for return shipping costs and risk.

Please return goods to:

Seasoned Logs Surrey
Tithebarns Farm
Tithebarns Lane
West Clandon
Surrey
GU23 7LE

We strongly recommend using a tracked and insured delivery service. Refunds cannot be processed until goods are received or confirmed as delivered.

7. Damaged, Faulty, or Incorrect Items

If you receive damaged, faulty, or incorrect goods, please contact us within 48 hours of delivery with photos where possible.

We will arrange a replacement, refund, or collection where appropriate.

8. Gift Orders

If an item was purchased as a gift and sent directly to you:

  • You will receive store credit once the return is received

If the gift was sent to the purchaser first:

  • The refund will be issued to the original buyer

9. Contact Us

For any questions about returns, refunds, or your order, please contact our team:

📧 orders@seasonedlogssurrey.co.uk
📞 01483 363122

We’re always happy to help.