Delivery & Returns

Delivery

Delivery is to UK addresses only. Delivery may be included in the advertised online price – please check the product listing for details.

Delivery is usually made within 7-10 days. For larger items, such as stoves and hot tubs, Wood Heat Ltd will contact you with a delivery window. Products that must be ordered specially from the manufacturers may take up to 6 weeks for delivery. Wood Heat Ltd will advise you on these items.

Delivery times are estimates only.

Please let us know of any issues with access to your property. Our delivery partners will deliver your item to your property but for insurance purposes will not be able bring your item inside. Please arrange for the necessary assistance in moving your delivery to the required location. Our delivery partners will not be able to take your item up any steps, for example a garden path with steps or an apartment building. A kerbside delivery will be made in these circumstances.

If you are unavailable at your booked delivery window, charges may apply for us to redeliver your item.

Returns

From 13 June 2014, the Consumer Contracts Regulations, which implement the Consumer Rights Directive in UK law, came into effect. The regulations apply to items bought online, at a distance, or away from a trader’s premises.

Your right to cancel

You have a right to cancel an order for goods which starts the moment you place your order and ends 14 days from the day you receive your goods. If you decide to cancel within this 14 day period, you must then return the goods in a saleable condition within a further 14 days.

Returning goods after cancelling an order is at your own expense.

You will receive a refund within 14 days of either us receiving the goods, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.

A deduction in your refund may be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.

Your refund may include delivery costs from the original order. However, if you opted for an enhanced service (for example, guaranteed next day delivery) we will only refund the basic delivery cost. If delivery was was not charged in the original order, no refund for delivery costs will be made.

Bespoke and personalised items, including printing and embroidery, are exempt from cancellation. During checkout, please make sure that you have ordered the correct sizes and quantity. We will send a confirmation email before the products are ordered. Please check all of the details including any artwork or personalisation.

If your item is faulty

If your goods are faulty when you receive them and wish to return them, you must do so within 30 days of receiving them to receive a full refund. The cost of returning faulty items will be met by us.

If the goods are returned more than 30 days after you have received them, we will repair or replace the goods – the choice of a repair or a replacement is down to you. However, if your choice is disproportionately expensive compared to the alternative, we can refuse your choice.

If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.