Refund policy

REFUND POLICY

Last updated: June 2026

Our Commitment

We want you to be completely happy with your Pizza Log. If something isn’t right, please get in touch and we will do our best to resolve it quickly and fairly.

Consumer Customers — 14-Day Right to Cancel

If you are purchasing as a consumer (for personal or domestic use), you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013, without needing to give a reason.

To cancel, please contact us by email at sales@theforestfirewoodcompany.co.uk within 14 days of delivery. You must then return the goods to us within a further 14 days of notifying us.

Returned goods must be:

• Unused and in their original condition

• Returned at your own cost, unless the goods are faulty or not as described

Once we have received and inspected the returned goods, we will issue a full refund to your original payment method within 14 days.

Please note: we are unable to accept returns on goods that have been used, burned, or where packaging has been opened in a way that makes the product unsaleable. We will always assess returns reasonably and on a case-by-case basis.

Faulty or Damaged Goods

If your order arrives damaged, or if the product is not as described, please contact us within 48 hours of delivery at sales@theforestfirewoodcompany.co.uk. Please include photographs where possible.

We will offer one of the following resolutions depending on the circumstances:

• A replacement order at no additional cost

• A partial or full refund

• A store credit

We will always aim to resolve any issues as quickly as possible.

Business Customers

Business customers (purchasing for trade or commercial purposes) do not have the statutory 14-day right to cancel. Returns from business customers will only be accepted where goods are demonstrably faulty or materially not as described, and must be reported within 48 hours of delivery.

We reserve the right to offer a replacement or credit note rather than a cash refund for business orders.