Effective Date: 1st August 2024

Welcome to Logs & Wood Redditch Ltd. These terms and conditions govern your use of our website, the purchase of firewood and related products, and any services we provide. Please read them carefully before placing an order or using any of our services.

 

1. General Information

• Company Name: Logs & Wood Redditch Ltd
• Company Number: 15862313
• Address: Branson’s Cross, Redditch, UK
• Contact: [email protected]
• Delivery Area: We offer delivery to customers in South Birmingham and Redditch. We are based at Branson’s Cross, Redditch. Please see our delivery area for further details and terms below.

 

2. Products and Services

• Firewood: We sell firewood, including seasoned hardwood, softwood, kindling, and custom-sized logs.
• Wood Stacking: We offer stacking services for an additional fee. Customers must ensure there is an accessible stacking area close to the delivery point.
• Tree Surgery Services: We offer tree surgery, felling, pruning, and removal services by qualified arborists.
• Timber Supply & Sawmilling: We provide timber and custom sawmilling services for DIY enthusiasts and professionals.

 

3. Ordering and Payment

• Payment Methods: We accept payment via Stripe (coming soon) for online orders or cash on delivery. Click and collect options are also available.
• No Deposit Required: Payment is required at the time of delivery or when you place an order online.
• Online Orders: Orders can be placed through our website and paid using Stripe (coming soon).
• Click and Collect: You can select a collection time when placing your order, and no delivery fee will be charged for click and collect.

 

4. Delivery

• Delivery Area: We deliver within a 30-minute drive of Alcester Rd, Branson’s Cross, Redditch B98 9DS. We do not offer delivery service for any orders that take more than 30-minutes to drive.
• Delivery:
  • All distance and timings are estimates based on Google maps. The timings can change based on traffic, seasonality, road works and weather. For this reason we reserve the right to cancel or amend the exact distance on a per-order-basis.
  • Standard Fees:
    • 15-minute drive (under £50 order) -> There is a £5 fee for delivery.
    • 15-min drive (over £50 order) -> There is no fee for delivery.
    • 15-30min drive (under £50 order) -> There is a £15 fee for delivery.
    • 15-30min drive (over £50 order + 2 or more hard or soft bulk bags) -> There is no fee for delivery.
    • 30min+ drive -> We do not offer delivery greater than 30 minutes drive.
• Delivery Timeframes: Delivery timelines provided are estimates and are not guaranteed. We will communicate with you to agree on a convenient delivery date and time via phone or email.
• Access: It is your responsibility to ensure clear and safe access for delivery. If access is restricted, we may not be able to deliver, and a re-delivery fee could apply.

 

5. Product Quality and Replacement Policy

• Guaranteed Quality: All firewood we sell is certified under the “Ready to Burn” scheme, with a guaranteed moisture content of 20% or lower.
• Replacement Policy: If the size, moisture content, or quality of the firewood does not meet your expectations, we will replace the firewood free of charge. Simply contact us, and we will arrange a replacement or come back to rectify the issue. This includes cases where the logs are not the custom size specified or do not meet other agreed specifications.
• Stacking Service: For orders with our stacking service, please ensure the stacking area is no more than a few meters away from the delivery point.

 

6. Cancellations, Amendments, and Returns

• Cancellations: You may cancel your order at any time before delivery without charge. For same-day cancellations after the firewood has left our premises, a £10 re-delivery fee may apply.
• Amendments: Changes to your order (such as different products or delivery times) can be made by contacting us up to 24 hours before the agreed delivery time.
• Returns: If the firewood delivered does not match your order in size, moisture content, or type, we will replace it free of charge.

 

7. Customer Complaints

Your satisfaction is our top priority, and we are committed to providing the best possible experience. If you have any concerns or complaints, we are here to resolve them promptly and with care.

Please send your complaint to [email protected] or fill out the contact form. Please include your order number, details of the issue, and any relevant photos if applicable. We will always aim to get back to you within 24 hours.

Our Commitment:

• Prompt Response: We will acknowledge your complaint within 24 hours of receipt and work to resolve it as quickly as possible.
• Resolution: We aim to resolve all complaints within 5 business days. If additional time is required, we will keep you informed every step of the way.
• Fair Solutions: Whether the issue is related to the quality of our firewood, delivery, or any other aspect of our service, we will do our utmost to make things right. This includes offering a free replacement, arranging a re-delivery, or providing an appropriate solution that meets your needs.
• We value your feedback, and even if things don’t go as planned, we are always looking for ways to improve and provide better service.

 

8. Liability

• We are not liable for any damage caused to property or injury resulting from improper use or storage of firewood.
• Limitation of Liability: We will not be held responsible for any indirect, special, or consequential losses arising from delays, defective products, or delivery issues.
• Force Majeure: We will not be held responsible for delays or failure to perform due to circumstances beyond our control, such as weather conditions, strikes, or supplier shortages.

 

9. Privacy Policy

• We are committed to protecting your privacy and ensuring the security of your personal data. For details on how we collect, use, and protect your data, please refer to our Privacy Policy.

 

10. Customer Obligations

• Safe Storage: Customers must ensure proper storage of firewood in a dry, ventilated area to maintain its quality.
• Delivery Access: You are responsible for providing clear and safe access for delivery. If we are unable to deliver due to restricted access, additional fees may apply for re-delivery.

 

11. Governing Law and Jurisdiction

• These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England.

 

12. Amendments to Terms and Conditions

• We reserve the right to amend these terms and conditions at any time. Any changes will be communicated through our website and will apply to orders placed after the changes are published.

 

13. Contact Us

If you have any questions regarding our terms and conditions or need assistance with your order, please contact us at:

• Email: [email protected] or fill out our contact form here.