Terms of Service

Welcome to BurnBox. These T&C’s apply to all use of our website and services. By accessing and using our site or subscribing to our deliveries, you agree to be bound by the terms outlined below. Please read these terms carefully before making any purchase or subscription.

1. General Information

BurnBox Limited is a UK-based company providing sustainably sourced, kiln-dried British firewood, delivered conveniently to homes and businesses across the UK. These terms govern your use of our website and any purchases or subscriptions you make with us.

2. Products and Availability

We strive to provide accurate descriptions, images, and specifications of our firewood products. However, as wood is a natural product, minor variations in appearance, weight, or moisture content may occur.
All products are subject to availability. We reserve the right to modify, substitute, or discontinue any product at any time without prior notice.

3. Pricing

All prices displayed on our website are in GBP (£) and include VAT unless stated otherwise.
While we make every effort to ensure pricing information is accurate, errors may occur. If we discover an error in the price of any items you’ve ordered, we will inform you as soon as possible and give you the option to reconfirm your order at the correct price or cancel it for a full refund.

4. Offers and Promotions

From time to time, we may offer discounts, promotions, or special pricing on selected products. These offers are subject to availability and may be withdrawn or amended at any time without prior notice. If an offer is withdrawn, it may affect orders placed after that time.

5. Subscription Service

BurnBox offers a convenient subscription service for regular firewood deliveries. By subscribing, you agree to recurring payments for your selected product(s) according to your chosen frequency.
You may manage or cancel your subscription at any time via your online account or by contacting our customer service team. Please note that cancellations must be made before your next billing cycle to avoid being charged for the next scheduled delivery.

5a. Subscription Price Changes

We aim to notify you of any price changes in advance, but we reserve the right to adjust subscription prices at any time. Any change will take effect from your next billing cycle. By continuing your subscription after the new price takes effect, you agree to the updated price. If you do not wish to continue, you must cancel your subscription before the change is applied.

6. Payment

Payments for one-off purchases and subscriptions can be made using the payment methods displayed on our website. Subscription payments will be automatically charged to your selected payment method at the start of each billing period.
It is your responsibility to ensure your payment details remain accurate and up to date.

7. Delivery

We aim to deliver your order within the estimated time frame provided during checkout. However, delivery times are not guaranteed and may be affected by factors beyond our control, such as weather conditions or courier delays.
Please refer to our Delivery & Returns page for more detailed information about delivery charges, schedules, and geographic coverage.

All deliveries are made within the UK only. BurnBox is committed to minimising transport miles, and delivery routes are planned with sustainability in mind.

8. Cancellations and Returns

At BurnBox, we take pride in supplying premium-quality firewood and exceptional customer service. If you are not fully satisfied with your purchase, you may be eligible for a refund under the terms outlined below.

a. Statutory Rights

Nothing in this policy affects your statutory rights. Under UK law, you have the right to cancel your order within 14 days of receiving your goods. This 14-day “cooling-off” period entitles you to a full refund, including standard delivery costs.

b. Returns Policy

To qualify for a refund, returned products must:

  • Be sent back within 30 days of the order date
  • Be in resalable condition: unused, unburned, and in the original packaging

We reserve the right to refuse returns that do not meet these requirements.

Short-dated or clearance products will be clearly labelled on our website and are non-returnable and non-refundable.

c. How to Return an Item

If you would like to return a product, please follow these steps:

  1. Contact our customer support team at contact@burnboxlogs.co.uk to request a return.
  2. We will provide return instructions, including our warehouse address if you wish to drop items off.
  3. Returns may be dropped off at our warehouse by arrangement, free of charge. Please contact us to schedule a suitable time.
  4. Alternatively, you may send the product back using any courier or postal service of your choice at your own cost.

d. Collection Service

If you prefer, we can arrange a courier collection from your address.
Please note:

  • Collection fees apply.
  • Costs vary by location.
  • The amount will be deducted from your refund.
  • Our current charge for a home collection via DPD is £26, which will be deducted from the refund if used.

e. Refund Processing

Refunds are processed once we have received and inspected the returned goods to ensure they meet the resalable condition criteria.

  • Any applicable collection fees will be deducted.
  • Refunds are issued to the original payment method.
  • Please allow up to 14 days from the date we receive your return for processing.

f. Exclusions

We cannot provide refunds for:

  • Items that are not in resalable condition (opened, damaged, partially used, or without original packaging)
  • Short-dated or clearance firewood products
  • Return shipping costs (unless the item is faulty or damaged)

g. Faulty or Damaged Goods

If your order arrives faulty, damaged, or incorrect, please contact us within 1 day of receipt.

We will:

  • Provide a replacement or refund
  • Cover the return shipping costs (if applicable)

9. Sustainability Commitment

At BurnBox, sustainability is at the core of everything we do. All wood is sourced from responsibly managed British forests under Forestry Commission or FSC-equivalent certification.
We use residual heat from renewable biogas energy to kiln-dry our wood, and our packaging is made from recyclable cardboard.
By purchasing or subscribing to BurnBox, you support a low-waste, circular economy approach that benefits both people and the planet.

10. Limitation of Liability

BurnBox Limited will not be liable for any indirect, incidental, or consequential damages resulting from your use of our website, products, or subscription services.
Our total liability for any claim arising from these terms shall not exceed the total price paid for the product or service in question.

11. Changes to Terms and Conditions

We reserve the right to update or amend these Terms and Conditions at any time. Any changes will be posted on this page, and your continued use of our services constitutes acceptance of the updated terms.

12. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Information

If you have any questions about these Terms and Conditions or need help with your order, please contact us at:

BurnBox Limited
Unit 3.2, Sleaford Moor Enterprise Park
Enterprise Way, Sleaford, Lincolnshire, NG34 7DE
Email: contact@burnboxlogs.co.uk