The Low-Smoke Solid Fuel Experts

Terms and Conditions

Cancellation & Return Policy

This Cancellation & Returns Policy applies where you make a purchase online from our website only.

You can cancel or amend your order as long as you contact us before you order has been dispatched. Please email us at with your name, address and order number included in the email.

When you complete an online purchase you have up to 14 days after receiving your order to inform us that you wish to return your purchased product. All returned goods must be received within 14 days from the date you informed us of the return. You will be responsible for the direct cost of returning the goods to us.

This cancellation right is in accordance with The European Directive on Distance Selling (Directive 97/7/EC) and the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.

Any breakages or damages must be reported to within 2 days of delivery. You may be asked to provide evidence of the damaged goods if damaged in transit.

All products returned must be in original packaging and be packaged appropriately for shipping. If you have diminished the value of the goods by handling or testing beyond what is necessary to check its nature, characteristics and functioning, we reserve the right not to refund you the entire amount.

Once the returned product has been returned to us and fully inspected a refund will be issued.

This policy is subject to change at any time.

Delivery Policy

All our products are delivered by courier and in a curtain side truck with a tailgate and pallet truck. The courier endeavours to have delivery made within 1 – 3 working days. You will receive a call to book delivery so please ensure that you are available to receive calls with regard to the delivery.

To ensure Please ensure your delivery location has; –

Customers are purchasing the goods in the knowledge that all the above terms are acceptable for delivery. In the case of restricted access, the pallet will be set off at the most accessible spot to the driver. Please note the courier will not unload the product off the pallet.

Collection & Use of Personal Information

By submitting your data, you are providing us with some level of personal information. This information is not stored on our website database. However, in order to respond to your enquiry, your data is emailed to our website’s email address where it is saved. Additionally, If you choose to subscribe to our mailing list, we may use your contact details to send you marketing material in the future. You may unsubscribe from these emails following our first reply. We do not pass your data on to any third parties. Read full Privacy Policy