Returns & Refunds Policy
At E.B. Logs, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read our returns policy below.
Damaged or Incorrect Goods
If your firewood arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery. We’ll arrange for a replacement or a full refund where appropriate. We may ask for photos to help us assess the issue.
Change of Mind
As firewood is a perishable and bulky item, we regret that we cannot accept returns simply due to a change of mind once delivery has taken place. However, if you contact us before dispatch, we may be able to cancel the order and issue a refund.
Moisture Content & Quality Concerns
All our firewood is seasoned to meet the appropriate moisture standards (below 20% for "Ready to Burn" certified logs). If you believe your firewood does not meet this standard, please contact us within 7 days of delivery, and we’ll be happy to investigate. In some cases, we may offer a partial refund or replacement depending on the condition of the wood.
Returns Procedure
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Email us at edwardnbowwam@outlook.com or call 07733179148 with your order number and details of the issue.
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If a return or collection is approved, we will provide instructions for how and when the firewood will be collected.
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Returned items must be in the original packaging (e.g. builders bag) and accessible for collection.
Refunds
Refunds, where applicable, will be processed to your original payment method within 5–10 working days of approval.
