REFUND POLICY

If for any reason you are not satisfied with your order and wish to start a return or request a refund, please refer to our policy below –

To start a return please contact us at  hello@pinewoodfuels.co.uk

 You will need to state the reason for the return, please refer to the reasons below in your email and follow the process as detailed.

 Please state RETURN and your order number within the email subject line.

 Items sent back to us without first requesting a return via email will not be accepted.

Non-Delivery

Claims for non-delivery must be made within 7 days of your order.

Returns because you have changed your mind

To be eligible for a return when you have changed your mind, your item must be in the same condition that you received it, unworn or unused, with tags, and with its original packaging. You will also need the invoice/receipt or proof of purchase.

You will need to inform us within 14 days of receiving your goods that you wish to cancel your order because you have changed your mind.

The item must then be returned within 14 days of the return being accepted. We will only accept return requests from the original purchaser.

You will be responsible for any postage costs to return the item. We recommend that you use a tracked postal service such as Hermes and providing us with proof of posting.

Once the item has been returned, inspected and the refund approved, your refund will be processed within 14 days of your return being received to the original payment method.

Damages or Faults

Please inspect your order upon receipt and contact us within 30 days if the item is defective, damaged or if you receive the wrong item. You will be given the option of a replacement or refund, please state your preference within your email.

Please provide as much information as possible including any photographs if feasible. You will be provided with a shipping label to return the item. Once the item has been inspected and the return accepted, your refund will be processed within 14 days to the original payment method.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Please let us know once a separate purchase has been made so we can arrange a refund for your original.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method.

If for any reason your refund has not been approved, we will be in contact with you to advise of the next steps.

Please remember it can take some time for your bank or credit card company to process the refund.