Refund Policy

We want you to be completely satisfied with your order. If something isn’t right, please get in touch and we’ll do our best to resolve it.

Your Right to Cancel (UK Consumer Contracts Regulations 2013)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, you must notify us in writing within that 14-day period at info@staffordshirewoodfuels.co.uk.

Once you have notified us, you then have a further 14 days to return the goods to us. You are responsible for the cost of return shipping. Given the size and weight of our products — some orders are delivered by pallet — we strongly recommend obtaining a tracked and insured delivery quote before proceeding. We are happy to advise on suitable couriers.

We will issue a full refund of the original order value (excluding any outbound delivery charge, where applicable) within 14 days of receiving the returned goods, or within 14 days of you providing proof of return — whichever is sooner.

30-Day Returns

In addition to your statutory rights, we offer a 30-day return window from the date of delivery. To be eligible, goods must be returned in the same condition in which they were received — dry, undamaged, and in their original packaging or on the original pallet where applicable.

We cannot accept returns of goods that have been stored outside and exposed to rain or moisture, partially used, or otherwise changed in condition from delivery. This is not to be unreasonable — it is simply because wood fuel absorbs moisture and a returned product in degraded condition cannot be resold.

To arrange a return, contact us at info@staffordshirewoodfuels.co.uk with your order number. Please do not send goods back without contacting us first — unsolicited returns cannot be accepted.

Returns should be sent to:

Xylo (UK) Ltd
Studio R08 Regent Works
Lawley Street, Longton
Staffordshire, ST3 1LZ

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If your goods arrive damaged, defective, or incorrect, contact us within 48 hours of delivery at info@staffordshirewoodfuels.co.uk with your order number and photographs where possible. We will arrange a replacement or full refund at no cost to you, including collection of the original goods where required.

Non-Returnable Items

The following cannot be returned:

• Goods that have been partially used or burned.
• Goods that have been stored outside and are no longer in their delivered condition.
• Custom or bespoke orders made to your specification.
• Sale items (unless faulty or not as described).

Exchanges

If you’d like to exchange a product, the quickest way is to return your original order (once accepted) and place a new order. Contact us first and we’ll do what we can to make the process straightforward.

Refund Processing

Once we have received and inspected your return, we will notify you by email. If approved, your refund will be issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the credit.

If more than 15 business days have passed since we confirmed your refund, please contact us at info@staffordshirewoodfuels.co.uk.

EU Customers

If your order is being delivered to an address within the European Union, you also benefit from a statutory 14-day right of withdrawal under EU Consumer Rights Directive law, in addition to the rights described above. The same condition requirements apply to returned goods.

Contact

For any questions about returns or refunds, please contact us at info@staffordshirewoodfuels.co.uk or write to us at Xylo (UK) Ltd, Studio R08 Regent Works, Lawley Street, Longton, Staffordshire, ST3 1LZ.