Refund policy
RETURNS & REFUND POLICY
We hope you are always 100% satisfied with our products. However, in the event you do need to return an item, please read our Returns Policy below.
RETURNS POLICY
For goods ordered online you are protected by distance selling regulations whereby you can order goods, receive them, and review them within 14 days. Should you be unhappy with these goods or wish to return them, they must be received in a re-saleable condition, made available for collection or returned to Calido Fuels Limited at your cost.
For the avoidance of doubt:
- If an item has been unboxed and the original packaging destroyed, or if it has been used, then this item cannot be resold, and it is excluded from our returns policy – statutory rights excepted.
- All items must be repackaged in their original packaging to qualify for return.
IMPORTANT: RETAIN ALL PACKAGING
To ensure eligibility for return and to allow us to process any claims of damage or missing items:
- Please retain the original packaging until you have thoroughly inspected the goods and confirmed they are complete and undamaged.
- If your item arrives damaged, we must be notified within 48 hours of delivery.
- Photographic evidence of both the damage and original packaging is mandatory. We cannot accept damage claims without this.
- We are unable to collect or accept returns without suitable packaging. If the original packaging is no longer available, you are fully responsible for providing secure, appropriate packaging for any return shipment.
- Goods being returned are the responsibility of the sender until received by us in good condition. We strongly recommend using a tracked and insured service, as we cannot accept liability for items lost or damaged in transit during return.
REPORTING ISSUES
Upon receipt of your goods, please advise Calido Fuels Limited as soon as you note any issue or problem with your order, and we will work with you to remedy this. We should be informed in writing by email to sales@calidologs.com, by the contact form on our website, or by letter to:
Calido Fuels Ltd, Unit 3A, Bandeath Industrial Estate, Throsk, Stirling, FK7 7NP.
SALE, "SOLD AS SEEN", AND EX-DISPLAY ITEMS
Only regular priced items may be refunded. Unfortunately, sale items, or items sold as damaged or soiled, cannot be refunded.
SHIPPING AND RETURN PROCESS
Please contact us before returning any items and we will advise of the process to return your item(s).
RETURN COSTS
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, all shipping costs, including those incurred sending the item to you, will be deducted from your refund.
RESTOCKING FEE
For returns received back outside the statutory 14 day returns window we reserve the right to charge a restocking fee of £85 per pallet of logs, briquettes, pizza ovens, stoves and any other item shipped on a pallet. A 20% restocking fee will be applied to any returned goods shipped via parcel courier. This fee will be deducted from the refund amount unless the return is due to faulty goods.
REFUNDS
Refunds will only be made once returned goods are received and inspected. You will receive notification of this. Any freebies provided with the original order should also be returned. Where items are sold as a bundle, the entire bundle should be returned, unless otherwise agreed in advance.
Under the Consumer Rights Act, you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date you take ownership of your product.
Once your return is received and inspected, we will notify you by email. If your refund is approved, it will be processed, and a credit applied to your original method of payment within a certain number of days.
PARTIAL REFUNDS
Any item not in its original condition, or damaged/missing parts not due to our error, may receive a partial refund at our sole discretion.
LATE OR MISSING REFUNDS
If you haven’t received your refund:
- Check your bank account again.
- Contact your credit card company – it may take time before your refund is officially posted.
- Contact your bank – there is often processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at sales@calidologs.com.
Your statutory legal rights are not affected by this policy.
Last updated: 23rd September 2024
