We hope you are always 100% satisfied with our product however in the event you do need to return an item please read our Returns Policy below.

RETURNS POLICY

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 Logs & Stoves at your cost. For avoidance of doubt, if an oven, BBQ, stove or any other item has been used then this item cannot be resold and it is excluded from our returns policy – statutory rights excepted.

Upon receipt of your goods please advise Calido Logs & Stoves as soon as you note an issue or problem with your order and 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.

Refunds will only be made once returned goods are received and you will receive notification of this.

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.

Shipping and Return Process

Please contact us before returning any other items as the return address varies by product.

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 will be deducted from your refund, this includes any costs incurred sending the item to you.

Restocking Fee

We charge a restocking fee of £65 per pallet of logs, briquettes, pizza ovens, stoves and any other item shipped on a pallet. There is usually no restocking fee on smaller stock items.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Sale and Sold As Seen and Ex-dipslay Items

Only regular priced items may be refunded, unfortunately sale items or items sold as damaged or soiled cannot be refunded.

Partial Refunds

Any item not in its original condition, is damaged or missing parts for reasons not due to our error may receive a partial refund at our sole discretion.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@calidologs.com

Your statutory legal rights are not affected by this policy.

John Farrell – Director, Calido Fuels Ltd
Last updated, 20th April 2021 at 18:00hrs

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.