Cranford Estate Firewood Refunds and Returns Policy

Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product.

Returns should be made within a reasonable time and in original, undamaged packaging. If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Most items can be returned through any one of these options:

Returns via our address below

Please include your order confirmation email with your return and note on this the reason for the return.

Cranford Hall, Cranford, Kettering NN14 4AL

Packing and sending your return

To ensure that your refund is processed as quickly as possible, please follow the procedures below.

Return the product in its original packaging

Pack the product to avoid damage during returns transit

Include your order confirmation email or your name, address, phone number, order number and whether you require a refund or a replacement.

We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day we confirm you are entitled to a refund.

Refunds are normally processed by your Card issuing bank within 2 − 5 working days of us raising the refund but some banks require 30 days to process.

Items that cannot be returned

• Items that have been opened/used (unless found to be faulty.)

The 14-day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For damaged and faulty items, you have 30 days to arrange a return/refund.

For all items returned after the 14-day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.) In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed. You will not be due for any additional compensation (for instance if you decided to take time off work to receive the order).

Please don’t hesitate to contact us if you need assistance with returning an item.