Cancellation policy

Subscriptions

Fair Use Policy for Subscribe and Save

Our “Subscribe and Save” scheme is designed to provide a discount to customers who commit to receiving regular deliveries of firewood logs. To ensure the sustainability of this scheme and fairness for all customers, we have established the following fair use policy:

1. Subscription Commitment: Our subscription plan is flexible, with no minimum commitment or duration, allowing customers to cancel at any time. However, we expect customers to use this offer in good faith. The purpose of the scheme is to encourage ongoing orders and provide savings for consistent purchases, not for single discounted purchases.

2. Fair Use Guidelines: If a customer subscribes to the “Subscribe and Save” scheme and cancels before the second delivery is completed on more than two occasions, we reserve the right to no longer offer subscription rates to that customer. This ensures that the benefits of the scheme are provided to those who genuinely wish to use it as intended.

3. Right to Refuse Discounted Rates: We value our customers and strive to offer the best service possible. However, repeated misuse of the subscription scheme by canceling after the first delivery, without continuing for a reasonable period, is deemed as a violation of our fair use policy. In such cases, we may refuse to extend subscription discounts to the customer in the future.

By subscribing to our “Subscribe and Save” scheme, you agree to abide by this fair use policy. We appreciate your understanding and cooperation in helping us maintain this valuable program for all of our loyal customers.

See our returns policy for more details on returns and refunds.

Cancellation Policy

Some items in our store may be offered to you as a subscription or a pre-order. This cancellation policy lays out how you can change or cancel these kinds of purchases.

You have the right to cancel your order within 14 days without giving any reason under the consumer contract regulation 2013. This cancellation period will expire after 14 days or whenever the goods are delivered whichever is sooner. Changes to your subscription can be made in your account under 'subscription plans' at any time.

Should you not be able to make the desired cancellation change in your account online, to exercise the right to cancel the order you must inform Log Club by email at hello@log.club. 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning the right to cancel before the cancellation period expires.

Pre-orders

At times, our logs are still basking in the warmth of the kiln, eagerly awaiting their journey to your home. This is what we like to call a "pre-order" – an opportunity to be among the first to enjoy the driest of all of our logs, those that are not quite in our inventory ready to ship yet. 

When you embark on a pre-order, you're securing a soon-to-be-available logs and we handle that transaction the same way we do for logs that are ready to ship. So to make it official, we'll collect the full payment at checkout. It's a way of saying, "These logs are reserved just for you."

The flexibility is on your side – you have the power to cancel any paid pre-order order that hasn't yet seen the light of day and still get a full refund. However, once the order has been fulfilled, they are yours to keep. If you ever need more information about returns and refunds, our Returns Policy has got you covered.

Thank you for being part of our journey, where pre-orders are a promise of warm things to come!

Cancellation of Orders that have already been fulfilled or refusal of delivery

The Log Club Ltd does not bear the cost of returning cancelled orders which by their nature cannot be returned by post. An order placed on your behalf as part of subscription that you have set up previously, is considered in this circumstance to be an order by the customer. The cost of this is £45 - £180 including VAT dependent on the customers UK postcode. You will then be reimbursed within 14 days of Log Club receiving the goods back (excluding original delivery charge).

You are able to cancel your order prior to shipping with no cost penalty being incurred.

If delivery is refused for any other reason then a charge for returning the goods will be made to the customer. The charge is £40 - £180 including VAT dependent on the customers UK postcode. A charge may be made for re-delivery if you fail to notify us at the time of order any access restrictions or issues that prevent us from delivering to your property.