Refund Policy

✅ Returns, Refunds & Warranty Policy

Axe Valley Firewood

At Axe Valley Firewood, we supply durable outdoor heating and cooking products designed for long-term use. This policy explains your rights and our procedures in accordance with UK consumer law.

1. Your Right to Cancel (Cooling-Off Period)

You have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise this right, you must notify us within this period by email or in writing.

2. Returns Following Cancellation

If you cancel your order:

Goods must be returned within 14 days of notifying us

Items must be unused, unassembled, and in original packaging

You must take reasonable care of the goods while in your possession

We reserve the right to reduce your refund if the value of the goods has been diminished through unnecessary handling.

3. Important Condition – Use of Outdoor Products

Due to the nature of our products (including fire pits, BBQs, grills, and fireplaces):

Items must be unused and not exposed to outdoor conditions to qualify for a full refund

Products that have been:

Lit or used for burning fuel

Exposed to weather, smoke, ash, or heat

Installed or used outdoors

will be considered used and not eligible for return under the cancellation policy

This does not affect your statutory rights.

4. Return Costs

You are responsible for return shipping costs unless the item is faulty or incorrect

For large or palletised items, return costs may be significant and will not be reimbursed unless required by law

5. Faulty, Damaged or Incorrect Goods

We ask that you inspect your goods upon delivery and notify us within 14 days if there are any issues.

Under the Consumer Rights Act 2015, you are entitled to goods that are:

As described

Of satisfactory quality

Fit for purpose

If a product is faulty, damaged, or incorrect:

Order number

Description of the issue

Photographic evidence

Where a fault is confirmed, we will offer a repair, replacement, or refund in line with your legal rights.

6. Exclusions – Assembly, Installation & Misuse

We will not accept returns or provide remedies for faults or damage resulting from:

Incorrect assembly or installation

Failure to follow manufacturer instructions

Use of inappropriate fuels or accessories

Misuse, neglect, or accidental damage

Normal wear and tear

It is the customer’s responsibility to ensure products are assembled and used correctly.

7. Large, Heavy & Pallet Deliveries

For bulky items:

Items must not have been installed or used

Safe return packaging is required

We may arrange collection, with costs deducted where appropriate

8. Refunds

Refunds will be processed:

Within 14 days of receiving returned goods, or

Upon receipt of proof of return

Refunds will be made via the original payment method.

🔧 9. Warranty

In addition to your statutory rights under the Consumer Rights Act 2015, we provide a limited warranty on selected products.

9.1 Warranty Coverage

Unless otherwise stated on the product page, our products are covered by a 12-month warranty from the date of delivery against defects in materials or workmanship.

This warranty covers:

Manufacturing defects

Structural failure under normal domestic use

9.2 What the Warranty Does Not Cover

The warranty does not cover:

Damage caused by incorrect assembly or installation

Failure to follow care, safety, or usage instructions

Use of unsuitable fuels (e.g. incorrect wood, coal, accelerants)

Cosmetic changes due to use (e.g. surface rust, paint discolouration, heat marks)

Weathering from outdoor exposure (which is expected for these products)

Commercial or heavy-duty use unless explicitly stated

9.3 Outdoor Product Wear & Tear

Our products are designed for outdoor use; however:

Exposure to heat, flame, smoke, and weather will naturally cause surface wear over time

This includes rusting, colour change, and material ageing

Such changes are normal and not considered faults under warranty.

9.4 Making a Warranty Claim

To make a claim, you must:

Provide a clear description of the issue

Supply photographs or video evidence where requested

We may also request return or inspection of the item.

9.5 Warranty Remedies

If a valid warranty claim is confirmed, we will, at our discretion:

Repair the product

Replace the product (or relevant part), or

Provide a partial or full refund where appropriate

9.6 Interaction with Your Legal Rights

This warranty is provided in addition to, and does not affect, your statutory rights under UK law.

10. How to Start a Return or Claim

Contact:

Axe Valley Firewood
Email: firepits@axevalleyfirewood.co.uk

Please include:

Order number

Item details

Description of the issue