Refund policy

Returns

Whilst we are confident that you will be delighted with our logs, in the unlikely instance where you are not we have a 30-day return policy. Which in simple terms means you have 30 days after receiving your logs to request a return. 

To be eligible for a return, your logs must have been stored in a dry location in their original packaging. You’ll also need the  proof of purchase e-mail with your order number to help us understand what logs you are returning to us.

Our products are sold to you either in a cardboard box and shipped using UK parcel courier companies, or in large format bulk bags on a pallet, delivered to curb side by UK wide Pallet logistics companies. For customers local to one of our sites, we sometimes deliver those bulk bags ourselves using our own delivery vehicles.

Due to the nature of our logs being special delivery items all returns are at the cost of the customer. We can assist in providing return courier services at a discounted rate, this cost can be up to £180 depending on the size of bag and your postcode.

To start a return, you can contact us at hello@log.club and we will help you all the way.

Once your return is accepted, in the event we are organising the shipment for you, we’ll send you a return shipping label, as well as instructions on how to return your logs to us. Unfortunately any logs sent back to us without first requesting a return will not be accepted. 

Please contact us for any questions you might have at hello@log.club. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the order is in anyway defective/out of specification or if you receive the wrong item, so that we can make it right at the earliest opportunity.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@log.club so we can investigate and resolve the matter for you.