At Sevenoaks Firewood, we genuinely care about our customers and are committed to ensuring the highest standards in both product quality and customer service. We want you to have a pleasant shopping experience with us. However, there may be rare instances where something goes wrong with the packing or delivery process. Please be assured that in those uncommon situations, we will do everything we can to make it right.

Returns Policy

If you have any concerns or issues with your logs, please reach out to our team and let us know the nature of your concern. You can email us with details of the problem, and we will arrange for the product to be returned. This allows us to trace the batch it came from and thoroughly investigate any quality control issues.

Returning Items

Due to the size and weight of our products, if a product we supplied is defective, damaged, or incorrectly delivered, we will arrange for its collection at no cost to you. This may involve replacing, refunding, or exchanging the item.

If you wish to return a product that was correctly supplied but did not meet your expectations, please be aware that, we will need to arrange for its collection, and we kindly ask that you cover the cost of the return.

Refund Payments

Once we have collected a returned product, we will process any appropriate refunds using the same payment method you used when placing your order.