Last updated: 11 November 2026
Your right to cancel (14 days)
Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of receiving your goods. To cancel, email us at contact@bhfirewoodltd.com with your name, order number and the items you wish to return.
Conditions for returns
- Items must be unused, in their original packaging and in the same condition as delivered.
- Return the goods within 14 days of telling us you wish to cancel.
- Unless the goods are faulty or not as described, the cost of returning them is paid by the customer. Because many of our products are heavy and delivered by pallet, we can arrange the collection for you and will tell you the cost before collection.
- Goods that have been used, opened from sealed bags or mixed with other fuel cannot be returned unless faulty.
Damaged, faulty or incorrect items
Your statutory rights under the Consumer Rights Act 2015 are not affected. If your order arrives damaged, faulty, incomplete or not as described, contact us within 48 hours of delivery with photos. We will offer a replacement or a full refund, including any delivery or collection costs.
Refunds
Refunds are made to your bank account by bank transfer within 14 days of us receiving the returned goods (or evidence that you have sent them back). For cancellations before dispatch, we refund within 14 days of your cancellation.
Contact
Questions about a return? Email contact@bhfirewoodltd.com or call +44 7360 538304.