Refund policy

Money Back Guarantee

Certainly Wood pioneered kiln dried logs and is approved under the HETAS/Woodsure Quality Assurance Scheme. We are confident in our quality, so we offer a Money Back Guarantee on all our kiln dried logs, kindling and Flamers.

  1. If a product does not meet the specification shown on our website (for example, its moisture content), we will give you a full refund.
  2. Products must be stored as instructed, i.e. under cover so they do not get wet.
  3. Claims must be made within a reasonable time after purchase. We expect any complaint to be made within 1 month of delivery.
  4. The Money Back Guarantee covers all kiln dried logs, kindling, Flamers and log stores.
  5. The guarantee covers product quality only. It does not cover delivery, which is handled by a third-party carrier, so some issues are outside our control.

Ending an order

Trade customers are business customers, so the consumer 14-day cooling-off period does not apply.

We will end the contract immediately and refund you in full for any products not yet provided if:
a) the products do not meet the specification shown on our website when you ordered. In this case our Money Back Guarantee applies, and we will collect the goods at our own cost and refund you in full;
b) we have told you about an error in the price or description of the product and you do not wish to go ahead;
c) we have told you that supply may be significantly delayed by events outside our control;
d) we have suspended supply for technical reasons, or told you we will, for more than one month; or
e) you have a legal right to end the contract because of something we have done wrong.

If we are not at fault, you can still end the contract before it is completed by contacting us. We will refund any sums paid for products not yet provided. We may deduct reasonable compensation for the net costs we incur because the contract has ended.

Returns

If goods have already been dispatched or delivered, you must either return them or let us collect them. Call 01981 251796 or email office@certainlywood.co.uk to arrange this.

We pay the return costs if the products are faulty or misdescribed, or if you are ending the contract for one of the reasons in a) to e) above. In all other cases you pay the return costs, which are around £60 per pallet. If we collect the goods, we will charge you our direct cost of collection.

Refunds are made to your original payment method within 14 days. We do not refund upgraded delivery charges, only the standard economy delivery charge.