- Returns
Due to the nature of our products, we can only accept returns in limited circumstances.
You may return your order if:
- The goods are damaged or defective upon delivery; or
- You received the wrong items.
Returns must be requested within 14 days of delivery. To be eligible for a return:
- Items must be in their original packaging and unused.
- The goods must be stored in a dry and safe environment while awaiting return.
- You must provide proof of purchase (such as an order confirmation or invoice).
We cannot accept returns for:
- Opened or partially used boxes of logs, kindling, or firelighters.
- Products that have been exposed to moisture, dirt, or improper storage.
- Orders placed in error or where the customer simply changes their mind after delivery.
- Damaged or Faulty Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery at info@oakleysbiomass.co.uk including: Your order number, a brief description of the issue and clear photos showing the damage or fault
We will review your claim and, if approved, arrange for a replacement or refund.
- Refunds
If your return is approved, we will process your refund to your original payment method within 5–10 business days after the returned goods are received and inspected.
Please note:
- Delivery charges are non-refundable, unless the item was sent in error or arrived damaged.
- Refunds may take additional time to appear on your statement depending on your payment provider.
- Cancellations
If you wish to cancel your order, please contact us as soon as possible at 07301287990.
Orders that have not yet been dispatched can usually be cancelled and refunded in full.
Once your order has been shipped, it will be subject to the returns policy above.
- Exchanges
We do not offer product exchanges. If you would like a different product, please return the eligible item (as per this policy) and place a new order.