Refund policy

Return & Refund Policy

Last updated: 04/06/2026

At The Log Box Company, we want you to be happy with your order. We take pride in supplying quality kiln-dried firewood and wood fuel products delivered across the UK.

Please read our returns and refund policy below.

1. Returns

Under UK consumer law, customers may request a return within 14 days of receiving their order.

To be eligible for a return:

  • Products must be unused and unopened

  • Products must be in their original condition and packaging

  • Return requests must be made within 14 days of delivery

Due to the nature of firewood and fuel products, we cannot accept returns for:

  • Opened boxes of logs

  • Used firewood or fuel products

  • Kindling or wood products that have been opened or partially used

  • Products stored incorrectly after delivery

Customers are responsible for return shipping costs unless the item is faulty, damaged, or sent incorrectly.

To arrange a return, please contact:

Email: hello@westdalelogs.co.uk

Phone: 07831 477 477

2. Damaged, Incorrect or Faulty Orders

If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery.

Where possible, please include:

  • Your order number

  • Photographs of the issue

  • A brief description of the problem

We will investigate the issue and may offer:

  • A replacement product

  • Partial refund

  • Full refund

  • Alternative resolution where appropriate

3. Lost Deliveries

If your parcel appears delayed or missing, we will investigate with the courier before issuing a refund or replacement.

Please allow reasonable time for courier investigations to be completed.

If an order is confirmed as lost or undeliverable through no fault of the customer, we will arrange a replacement or refund where appropriate.

4. Refund Processing

Approved refunds are usually processed within 5–10 working days to the original payment method.

Please note that bank processing times may vary.

5. Natural Product Disclaimer

As firewood is a natural product, slight variations in:

  • Log size

  • Shape

  • Colour

  • Bark coverage

  • Moisture characteristics

may occur and do not constitute faults.

We aim to provide a consistent, high-quality product with every order.

For any return or refund enquiries, please contact us at hello@westdalelogs.co.uk.