Return & Refund Policy

 

If you are not satisfied with your purchase in any way, we’re here to help and solve any issues you have immediately.

 

Cancellations

 

We are happy to cancel any order for any reason providing it hasn’t yet been dispatched – please be aware that our courier normally collects orders at around 1 pm Monday to Friday, therefore under normal circumstances we can only reasonably cancel an order if we are notified within 2 hours of dispatch. If you have ordered in the afternoon Monday to Friday, we strongly urge customers to call our office to speak to us immediately. This way we can action a full refund and ensure your order doesn’t go out for delivery.

 

Returns for any reason (even if you just changed your mind after delivery!)

 

You have 14 calendar days to return any order from the date you received it for any reason.

 

To be eligible for a return, the order must be in the original packaging in the same condition the courier left it. You will be liable for the costs in returning the order if there’s nothing wrong with the product specifications, however, we can arrange the collection through our pallet courier provider to minimize your costs.

 

Refunds

 

If there is just a slight problem or issue, we are happy to work with you for a partial refund or a small amount of compensation depending on the nature of the problem and if you are generally happy with the rest of your order. It’s very rare things do go wrong, but we will always work to fix them until our customers are 100% satisfied.

In the very rare occasion that less than the number of bags are delivered than you ordered, please make a note of this on the delivery note before signing.

Please note some pallets are packed with 5 bags per layer and others with 6 bags per layer. So make sure you are able to count them accurately.  

If there are bags that have become punctured, split, or opened during the delivery process please take photos of the bags, or of them on the pallet. Please then send them through to us via email at support@purebiofuel.co.uk.

We will expect you to conserve as much of the product left in the bag as possible but will fully refund you for any lost/unusable pellets (please note, only lost/unusable product will be compensated for – damaged packaging is not a basis for a claim).

To be eligible for a refund claims for missing bags must be done within 24 hours of the receipt of the order AND noted on the delivery note alongside your signature. 

To be eligible for a refund claims for split bags must be done within 7 days of the receipt of the order AND noted on the delivery note alongside your signature. Photographs showing the amount requested must be emailed within this time frame. 

 

VAT

VAT on domestic solid fuel is levied at either the reduced rate or standard rate. It is your responsibility to ensure that the VAT rate you utilise on your order is appropriate for your intended use.


The rate of VAT levied on sales of fuel products is subject to the intended use of those products. For full details of the relevant laws please see HMRC Reference: Notice 701/19 (August 2010). 

By agreeing to our terms and conditions you certify that your order is compliant with the relevant legislation.

 

Contact us

 

If you have any questions please e-mail us at support@purebiofuel.co.uk