Refund and Return Policy for The OneStopFuel

At The OneStopFuel, we take pride in supplying high-quality firewood and solid fuels. We aim to ensure that all our customers are satisfied with their purchase. However, we understand that there may be occasions where a return or refund is required. Please read the following policy carefully before placing an order.

1. Definition of Product

Any goods sold on this website — including but not limited to firewood, kindling, briquettes, and other solid fuels — are considered “products” under this policy. These goods are natural materials and are packaged and described to the best of our ability by type, size, and volume. Variations in appearance, weight, and form may naturally occur and are not considered faults.

2. Natural Variation in Firewood

Firewood is a natural product, and variations in weight, color, density, and moisture content are completely normal — even when the wood species and packaging size are identical. These differences arise due to:

When the timber was harvested
The soil and conditions in which it grew
Drying and storage environments

Because of this, weight is not a valid reason for return.

3. Right to Cancel

Under EU and Irish distance selling regulations, customers have the right to cancel their order within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must contact us in writing via email within the 14-day period.

4. Return Conditions

If you wish to return a product:

Goods must be returned in full packaging (e.g., full bag, crate, or pallet load).
Partial returns or opened/used products will not be accepted.
Photographs of the goods in original packaging must be submitted with the return request.
Return delivery costs are the responsibility of the customer.
Returned products must be in the same condition as received and must have been stored appropriately while in your possession — at a minimum, protected from rain and moisture, and kept off the ground in a dry, ventilated space.

5. Collection Fee

If you request us to arrange return collection or if you cancel your order after dispatch and the goods are refused or undelivered:

A collection fee will be deducted from your refund.
The amount will depend on your location in Ireland and the size/weight of the order.
We will inform you of the fee amount before arranging collection.

6. Refund Process

Once we receive and inspect the returned product:

A refund will be issued within 30 days, minus any applicable collection or return fees.
Refunds will be made using the original payment method.
Original delivery charges are non-refundable, unless the goods are faulty or incorrect.

7. Faulty or Incorrect Goods

If you receive goods that are faulty, damaged, or incorrect:

Contact us within 48 hours of delivery.
Include photographs of the issue with your email.
We will arrange either a refund, replacement, or return at no extra cost to you.

8. Items Not Eligible for Return