Last updated 25 October 2026
Change of mind — 30 days
If you're not happy with a piece, you can return it within 30 days of delivery for a full refund of the item price. To be accepted it needs to be:
- unused, and in the condition it arrived in
- packed securely — ideally in its original packaging — so it isn't damaged on the way back
Return postage on a change-of-mind return is paid by you, and the original postage isn't refunded. We recommend a tracked service, as we can't refund a parcel that doesn't reach us.
Every workshop piece is one of a kind, so we can't swap it for another of the same — returns are refunded rather than exchanged.
Faulty, damaged or not as described
Your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 apply to everything we sell, and nothing in this policy limits them. If a piece arrives damaged, develops a fault, or isn't what we described, there's no 30-day limit — let us know and we'll repair it, replace it if we can, or refund you in full, including postage both ways.
Natural timber varies in grain, colour and figure, and can move slightly with the seasons. That character is part of a handmade piece and isn't a fault — but a crack, split or failed finish is, so do tell us.
How to return something
- Email freemanfirewood@outlook.com or call 027 7780 417 with your order reference and what you'd like to return. For damage or a fault, include a photo.
- We'll reply with the return address and anything else you need.
- Post the piece back to us, keeping your tracking number.
Please get in touch before posting anything, so we know it's coming.
Refunds
Once the piece is back with us and checked, we'll refund you to your original payment method within 10 business days and email to confirm. Your bank may take a few more days to show it.
Firewood
Firewood can't be sent back by post, but the same consumer guarantees apply. If a load isn't up to standard — not properly seasoned, or not what you ordered — contact us within a few days of delivery and we'll sort it out with you directly.
Questions? See shipping, terms of sale, or contact us.