Refunds and Returns

Last reviewed: 6th September 2026

We want you to be happy with what you buy from us. This page explains where you stand if you change your mind, and what happens if something arrives faulty or is not what was agreed.

If you change your mind

If you are a consumer buying online, you have 14 days from the day you receive your goods to tell us you have changed your mind, and a further 14 days to return them. This is your right under the Consumer Contracts Regulations 2013.

Goods must come back unused and in the condition you received them. Firewood that has been burnt, split, stacked outside or left in the weather cannot be returned.

You pay the cost of returning the goods. You can arrange this yourself, or we can collect. Please contact us to make arrangements: 01373 836375 or sales@valleysawmills.co.uk

What cannot be returned under change of mind

• Anything cut, machined or made to your sizes. Bespoke and cut to order goods are exempt from the change of mind right, because we cannot resell them.
• Goods that have been used, installed, treated or altered.
• Firewood that has been opened and part used.

None of this affects your rights if the goods are faulty or not as described.

If something is faulty or not as described

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.

• Within 30 days you can ask for a full refund.
• Within six months we will repair or replace. If that is not possible, you can have a refund.
• After six months you may still have rights, but you may need to show the fault was there when you bought it.

Ring the yard on 01373 836375 or email sales@valleysawmills.co.uk with your order number and a photograph if you have one. We will sort it out.

What counts as a fault, and what does not

Timber is a natural material. Variation in colour and grain, knots, small shakes, and the movement, shrinkage and checking that happen as green or air dried timber dries out are natural characteristics, not faults. We will tell you what you are buying and how it is likely to behave.

A fault is timber that is not the species, grade, treatment or size we agreed, or that is damaged.

Firewood moisture

Our seasoned and kiln dried logs are certified Ready to Burn, tested at 20% moisture or below. If you receive certified firewood that measures above 20% on a moisture meter, tell us and we will replace it.

Ready to Season is sold as green hardwood for you to season yourself. It is not ready to burn on delivery and its moisture content is not a fault.

How to return something

1. Contact us first on 01373 836375 or sales@valleysawmills.co.uk. Please do not send anything back without telling us.
2. We will agree whether you return it to the yard at Holwell or we collect.
3. Keep hold of proof of postage or delivery until the refund reaches you.

Refunds

Once we have the goods back, or proof you have sent them, we will refund you within 14 days. Refunds go back to the payment method you used.

If you chose a more expensive delivery option than our standard one, we refund the standard cost, not the upgrade.

Damaged, shortages or wrong items on arrival

Check your delivery before you sign for it if you can. If something is damaged, missing or not what you expected, tell us within 3 working days and we will put it right.

Trade customers

The change of mind right above is a consumer right and does not apply to goods bought in the course of a business. Your rights in respect of faulty or misdescribed goods still apply.

How to reach us

Valley Sawmills, Holwell, Frome, Somerset, BA11 4PZ.

Telephone: 01373 836375.

Email: sales@valleysawmills.co.uk.

We are open Monday to Friday 8am to 5pm and Saturday 8am to 12pm.