Terms and Conditions

Delivery

We aim to deliver within 3-5 working days from despatch but please allow extra time for your orders during busy periods, please ask at the time of placing the order if you would like to know when your pallet will be delivered. If you need your order more urgently please contact us and we will always try to help.
The delivery price includes transport to most of Englands postcodes. For Scotland, Wales, London, Isle of Man, Channel islands and some south west areas there is a surcharge. If you have any queries regarding delivery please contact us.

A delivery surcharge applies per pallet for delivery to some outlying regions.  The delivery surcharge should be selected when adding the item to your basket.  If the correct surcharge is not selected you will be contacted for additional payment to be taken

Please note if the courier has arranged with you to deliver the pallet and you are not present at the time of delivery they are able to leave the pallet without a signature required. Although if they cannot find your property or find there is no where they can leave the pallet and cannot contact you at the time they will have to re-deliver and there will be extra charges.

Any delivery issues must be reported immediately

When delivering goods to  your property if the driver causes any damage we will be able to put a claim in for you with the courier. Please be advised it may take a couple of weeks before we are able to get back to you with their decision. We are not responsible for the cost of repairing any pre-existing faults or damage to your property.

 
Cancellation Policy

Any orders can be cancelled at any time prior to delivery and will be refunded. However, any order that is cancelled once the pallet has been despatched will only recieve a refund with the delivery cost deducted. 
 
Refund or Return Policy

If your order arrives to you with any damage, we will be able to compensate you for the amount of product lost provided you undertake the following process:

  • Sign the delivery note to indicate that the delivery has been received with evident damages (If the damage is evident and your delivery note is signed as received in good order, and the damages were not stated on the delivery note, we will not be able to compensate you)
  • Notify us by email ([email protected]) on the same day you have received the order and are aware of the damage. You will need to attach photographic evidance of the damage and inform us of the amount of product lost/unusable (Please provide the amount in bags of lost/unusable product, and NOT the number of bags with damage)

We will refund any un-opened bags returned to us at the customers cost.

 

If there are damages on an order that were not signed off on a delivery note and that could not reasonably have been discovered by a visual inspection of the order on delivery, then the customer may apply for a refund for the damages provided they are able to:

  • Provide evidence of the damage in photographic form.
  • Provide evidence that the damage could not have been reasonably discovered by a visual inspection of the goods on delivery.


We are unable to refund any lost/unusable product. We will discount this from future orders unless agreed otherwise.


Privacy Policy

Volcano Wood Fuels does not store any information regarding customers financial details including credit or debit card details. We do not pass any of our information on to third parties, nor do any affiliated companies or organisations have access to or use any of our customers data or records.

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