Refund policy

Last updated: August 2026

This policy explains how to cancel an order, how to return goods, and how we handle refunds. It sits alongside our Terms of Service.

Nothing in this policy affects your legal rights.

1. Cancelling before we deliver

You can cancel any order before we deliver it. Call us on 01652 658595 or email info@holmesforestry.co.uk as soon as you can. We will refund you in full, including any delivery charge.

If we have already loaded your order for delivery, tell us anyway — we will do what we can.

2. Changing your mind after delivery

Because you buy from us online, you have 14 days from the day you receive your goods to change your mind and cancel. You do not need to give a reason. This applies if you are buying as a consumer — if you buy for business purposes, contact us and we will do what we can to help.

To cancel, tell us clearly within those 14 days — email info@holmesforestry.co.uk or call 01652 658595. Give us your name, address and order number.

Then let us collect them. You do not need to arrange transport or bring anything back to us. We will collect from your delivery address at no charge, on a day we agree with you, within 14 days of you telling us you have cancelled.

Goods must come back in a resaleable condition — bags and nets unopened where possible, and kept dry. You may handle and inspect the goods as you would in a shop, but if you handle them more than that and their value drops as a result, we may deduct that reduction from your refund.

A tip. If you think you might return your logs, burn a few from one bag before opening the rest. That way you can test them without affecting the rest of your order.

We cannot accept back:

logs that have been left out in the rain or exposed to the weather;
logs that have been burnt or otherwise used up;
loose loads that have been tipped and mixed with wood from another source.

Please store your wood under cover as soon as we deliver it, as set out in our Terms of Service. Wet wood is not resaleable.

3. Loose tipped loads

You can cancel a loose load in the same way as any other order, and we will collect it at no charge. Because we tip loose loads straight onto your property, please have the wood ready for us — kept dry, not mixed with wood from any other source, and accessible from the same point we delivered to.

4. Wrong or damaged items

If we deliver the wrong product, or your order arrives short or damaged, contact us straight away — ideally within 48 hours. Photographs help.

We will collect the goods at our cost and either replace them or refund you, whichever you prefer. You will not pay anything towards collection or redelivery.

5. Faulty goods

The goods we supply must be as described, of satisfactory quality and fit for purpose. If they are not, the Consumer Rights Act 2015 gives you the right to:

reject them and get a full refund, if you tell us within 30 days of delivery;
ask for a replacement after that, and
claim a refund or a price reduction if a replacement does not put things right.

6. Concerns about moisture content

We supply our kiln-dried logs at a moisture content of 20% or less. Wood absorbs moisture from the air and from the ground, so how it is stored after delivery makes a real difference.

If you think your logs are above 20%, get in touch. We will arrange to inspect them and to look at how they have been stored. If they were above 20% when we delivered them, we will replace them or refund you in full. We do not charge for the inspection either way.

To keep your logs dry, store them under cover, off the ground, with air moving around them.

7. Your refund

We refund to the payment method you used to pay. We do not charge a fee for refunds.

If you have changed your mind, we refund you within 14 days of getting the goods back, or within 14 days of you showing us you have sent them, whichever comes first.

In every other case — a cancellation before delivery, a wrong item, or a fault — we refund you within 14 days of agreeing that you are entitled to it.

Where you cancel a whole order, we also refund the delivery charge you paid. If you keep part of your order, we keep the delivery charge, because we still delivered.

8. Complaints

If you are unhappy with how we have handled a return or refund, contact Lewis directly — info@holmesforestry.co.uk or 01652 658595 — and we will look at it again.

9. Contact us

Holmes Forestry Limited
Ermine Street, Broughton, Brigg, DN20 0AJ, United Kingdom
Email: info@holmesforestry.co.uk
Phone: 01652 658595
Mobile: 07831 168095
Company number: 09825490
VAT number: GB236770296