Returns must be made with a completed returns form. These can be downloaded from the bottom of this page. You must email [email protected] with your customer order number to request a returns number so that we know to expect your return. Please remember to put your customer order number on your email to help us to process your request for a returns number as quickly as possible.
Returns Policy - Faulty Goods
We will refund the cost of the goods and the delivery charge, please contact [email protected] to arrange for the goods to be collected. All returns are tested and if the item proves not to be faulty when tested then only the product value will be refunded. You will be charged the actual cost of the delivery and the collection.
For large pallet deliveries please be aware that the costs will be considerably higher than you are charged for delivery.
Checking Goods For Damage and Notifying Wood Burner World
For small item deliveries that arrive with carriers please inspect the goods as soon as possible after the delivery to ensure they are as per your order. Any delay in reporting problems to us could affect your right to a refund.
For bulky deliveries that arrive on pallets you agree to check the goods for damage before signing the drivers delivery note. If you do not check the the goods and sign to confirm they were received in good condition the driver will not leave them and they will be returned to us. They will not accept delivery notes marked with the words unchecked or any other term designed to obviate the need to check the delivery before signing for it. If the driver refuses to wait while you check the goods then you must refuse to accept the delivery and email [email protected] with the details as soon as possible.
If someone else is signing for the goods on your behalf you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. You agree to indemnify us in full for any losses we suffer as a result of you or your agent accepting goods and signing a delivery note without thoroughly checking the goods for damage.
Returns Policy - Changed Your Mind?
If you change your mind about the product when you receive it you can notify us any time within 365 days and return it for a full refund at your own cost. Any refunds will be made within 30 days of receiving your returned item. You are expected to cover the cost to return the item and your initial delivery charge will not be refunded.
It is your responsibility to ensure that returned goods reach us in good condition. They should be well packed when you return them to us. Please do not write on the product packaging and send to:
Wood Burner World - Returns Department
Units 2, 3 and 4 Millennium Court
For large pallet deliveries please be aware that the costs to send them back will be considerably higher than you are charged for delivery. We suggest that you take out carrier insurance because if the goods do not arrive in re-saleable condition no refund will be made.
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To obtain a returns number please email: [email protected]