Returns and refunds

Cancelling before delivery or collection

If you need to change or cancel an order before it has been dispatched or prepared for collection, contact us as soon as possible. If you have already paid, we will return the amount due using your original payment method, normally within 14 days of being told about the cancellation.

Changing your mind after a distance purchase

If you bought from us online or by telephone as a consumer, you normally have 14 days after receiving the goods to tell us that you wish to cancel. You then have a further 14 days to return the goods or make them available under an agreed collection arrangement.

Please keep the goods dry, unused, separate from other fuel and in their original packaging where supplied. You may inspect them as you reasonably would before buying, but we may reduce a refund if unnecessary handling, use, mixing or poor storage has reduced their value.

Returning bulky goods

Please contact us before attempting a return. Unless the goods are faulty, damaged, incorrectly supplied or not as described, you are responsible for the direct cost of returning them. If we agree to collect unwanted goods, we will tell you the direct collection cost before arranging it.

• Do not send or leave goods at our site without arranging the return first.
• Keep any order confirmation, receipt or other proof of purchase.
• For safety, do not attempt to re-bag or transport a bulk bag without suitable equipment.

Faulty, damaged or incorrect goods

If goods arrive damaged, are not what you ordered, are not as described or appear faulty, contact us promptly. Photographs can help us understand the issue, especially for a bulk delivery. We will discuss an appropriate remedy, which may include collection, replacement, a price reduction or refund. We will not charge you the reasonable return or collection cost where goods are faulty or incorrectly supplied.

When refunds are made

For a valid change-of-mind return, we will refund the amount due within 14 days after we receive the goods back or receive acceptable evidence that they have been returned. We may withhold the refund until then. Refunds are made using the original payment method unless you expressly agree otherwise.

If you paid a delivery charge, any refund of outward delivery is limited to the cost of our least expensive standard delivery option. Our advertised local delivery is currently free in the named delivery areas.

Custom-prepared orders

The usual change-of-mind cancellation right may not apply to goods made to your specification or clearly personalised, such as logs processed to a specifically requested non-standard size. This does not affect your rights if goods are faulty, damaged or not as described.

How to request a return or refund

Call 01342 892331, email woodhamnursery@gmail.com, or use our contact form. Please include your name, contact details, order reference if available, the goods concerned and what you would like us to do.