Terms of service

TERMS AND CONDITIONS

pizzalogs.co.uk

Last updated: June 2026

1. About Us

This website is operated by New Forest Firewood Co Ltd, trading as Pizza Logs by The Forest Firewood Company.

Registered company name: New Forest Firewood Co Ltd

Company number: 13715645

VAT registration number: 445 3434 01

Registered in: England and Wales

Registered address: Springfield House, Alderholt Road, Sandleheath, SP6 1PR

Trading as: Pizza Logs by The Forest Firewood Company

Website: www.pizzalogs.co.uk

2. These Terms

These terms and conditions apply to all purchases made through www.pizzalogs.co.uk and govern the relationship between New Forest Firewood Co Ltd and you, the customer.

Please read these terms carefully before placing an order. By placing an order with us, you confirm that you accept these terms in full.

Different terms apply depending on whether you are purchasing as a consumer (an individual buying for personal or domestic use) or as a business (purchasing for trade, commercial, or professional purposes). Where relevant, this distinction is made clear throughout these terms.

3. Our Products

We supply premium kiln-dried firewood logs specifically sized and prepared for use in wood-fired pizza ovens and similar appliances.

• Wood species: Birch and Oak

• Moisture content: Below 20% (Woodsure certified)

• Pizza Log are Woodsure Ready to Burn certified, confirming they meet UK standards for moisture content and clean burning

Product images on the website are for illustrative purposes. While we endeavour to ensure accuracy, natural variation in wood products means individual logs may vary slightly in appearance.

4. Pricing and VAT

4.1 Consumer (Retail) Sales

All prices displayed on the website for retail/domestic customers are inclusive of VAT at 5%, which is the reduced rate applicable to domestic fuel and power under UK law.

4.2 Trade (Wholesale) Sales

Businesses purchasing for trade or commercial purposes will be charged VAT at the standard rate of 20%. Trade pricing is provided separately upon application and will clearly state prices exclusive of VAT, with VAT added at the applicable rate.

If you believe you are being charged the incorrect rate of VAT for your circumstances, please contact us before completing your order.

5. Ordering

By placing an order on our website, you are making an offer to purchase products subject to these terms. We reserve the right to accept or decline any order.

Once your order has been placed, you will receive an order confirmation by email. This confirmation is acknowledgement of receipt of your order, not formal acceptance. Acceptance takes place when your order is dispatched and you receive a dispatch confirmation.

We reserve the right to cancel an order at any time prior to dispatch, in which case a full refund will be issued promptly.

6. Payment

We accept payment by debit and credit card through our secure online checkout. Payment is taken at the time of ordering.

We do not store card details. All payment processing is handled securely by our payment provider.

All orders must be paid for in full before dispatch.

7. Delivery

7.1 Delivery Areas

We deliver to addresses in England and Wales only.

7.2 Delivery Methods

We use the following delivery methods depending on order size:

• Courier delivery (DPD) for smaller orders

• Pallet network delivery for larger or bulk orders

The appropriate delivery method will be confirmed at checkout or upon order confirmation.

7.3 Delivery Timescales

We aim to dispatch orders within 1-2 working days of receipt of payment. Estimated delivery is within 2–4 working days from dispatch, subject to courier and pallet network schedules.

Delivery timescales are estimates only and not guaranteed. We are not liable for delays caused by third-party delivery providers, adverse weather, or other circumstances beyond our control.

7.4 Failed Deliveries

If a delivery attempt is unsuccessful, the courier or pallet network will leave instructions for re-delivery or collection. Additional re-delivery charges may apply if a second delivery attempt is required due to the customer not being available.

7.5 Pallet Deliveries

Pallet deliveries are kerbside only. The driver is not obligated to move goods beyond the kerbside. Please ensure suitable access is available at the delivery address. We accept no liability for damage caused where the customer has not ensured adequate access.

8. Returns and Refunds

8.1 Consumer Customers (Statutory Rights)

As a consumer, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013, without giving a reason.

To exercise your right to cancel, you must notify us in writing (by email) within 14 days of delivery. You must then return the goods to us within a further 14 days of notifying us of cancellation.

Returned goods must be:

• Unused and in their original condition

• Returned at the customer’s cost unless the goods are faulty or incorrectly supplied

Refunds will be issued within 14 days of us receiving the returned goods, or evidence that they have been sent back. Refunds will be made to the original payment method.

Please note: the right to cancel does not apply if the goods have been used or the seal/packaging has been opened in a way that makes return impractical (for example, if logs have been burned or the bag/box has been opened and logs handled). We will assess returns on a case-by-case basis and act reasonably.

8.2 Faulty or Damaged Goods

If your order arrives damaged or the product is not as described, please contact us within 48 hours of delivery with photographic evidence where possible. We will offer a replacement, credit, or full refund at our discretion depending on the nature of the issue.

8.3 Business Customers

Business customers do not benefit from the statutory 14-day cancellation right. Returns for business orders will only be accepted where goods are demonstrably faulty or not as described, and must be reported within 48 hours of delivery. We reserve the right to offer a replacement or credit rather than a refund in such cases.

9. Liability

We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Subject to the above, our total liability to you in connection with any order shall not exceed the total price paid for that order.

We are not liable for any indirect or consequential losses, including loss of profit, loss of business, or any loss arising from the misuse of our products.

It is your responsibility to ensure that any appliance used with our products (including pizza ovens and other wood-burning appliances) is suitable for use with kiln-dried hardwood logs and that it is installed and operated safely and in accordance with the manufacturer’s instructions.

10. Intellectual Property

All content on this website including text, images, logos, and branding is the property of New Forest Firewood Co Ltd and may not be reproduced without prior written permission.

11. Privacy and Data

We collect and process personal data (including name, address, and email) for the purpose of processing and fulfilling orders and communicating with you about your purchase.

We do not share your personal data with third parties other than those necessary to fulfil your order (such as our courier providers).

We do not use your data for marketing purposes without your consent.

For full details, please refer to our Privacy Policy available on the website.

12. Cookies

Our website may use essential cookies to ensure the site functions correctly. We do not currently use tracking or marketing cookies. You can control cookie settings through your browser.

13. Governing Law

These terms and conditions are governed by the laws of England and Wales. Any disputes arising from these terms or from your use of our website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to These Terms

We reserve the right to update these terms and conditions at any time. The version published on the website at the time of your order will apply to that order.

15. Contact Us

If you have any questions about these terms, please contact us:

Email: sales@theforestfirewoodcompany.co.uk