Refund policy


Whilst we are confident that you will be delighted with our logs, however there may be an unlikely instance where you are not and we would love to ensure we sort that for you. We have a 30-day return policy, which 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.

Due to the nature of our logs being special delivery items, any logs that are not a 'local delivery' but use our 'Standard delivery' shipping option will be charged £50 to return your logs to us. Local returns to one of our processing hubs are free of charge.

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

Once your return is accepted, 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

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.


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 so we can investigate and resolve the matter for you.