Ravensby Firewood Terms & Conditions

1. Introduction

Welcome to Ravensby Firewood! We appreciate your interest in our firewood products. These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Customer") and Ravensby Firewood ("Company").

By placing an order through our website, www.ravensbyfirewood.com via email, telephone or in person, you acknowledge that you have read, understood, and agree to be bound by these Terms. These Terms govern the use of our website and the purchase of our products.

1. Placing an Order

2.1 Order Process:

Once you have completed the online ordering process on our website, https://www.ravensbyfirewood.com, a confirmation email will be sent to the email address you provided. This email will summarise your order details.

2.2 Delivery Coordination:

Approximately 24-48 hours following your order following your order confirmation, a member of our team will contact you by email to inform you of your delivery date.

To ensure an efficient delivery process, please designate a secure location in advance. This will allow our team to deliver your order securely without requiring your immediate presence. Delivery windows are provided as estimations to facilitate planning and may be subject to adjustments due to unforeseen circumstances.

2.3 Order Changes:

While we strive to fulfil all orders as submitted, we reserve the right to modify or cancel orders due to unforeseen circumstances, such as product unavailability or incorrect pricing information. In such instances, you will be notified promptly and offered a full refund or the opportunity to choose an alternative product.

1. Delivery

3.1 Local Delivery:

Ravensby Firewood offers local delivery using our own vehicles and personnel to the DD1-DD11 Postcode’s. Our delivery locations include Errol, Invergowrie, Tayport, Newport On Tay & Wormit. If you live near a border of these locations please contact us to establish if we deliver to your area.

3.1.1 Delivery Service:

Grab Net Delivery: Our delivery personnel will place our Grab Nets in your chosen location on your property (such as a garage, shed, or designated wood storage area). Please inform us where you would like your firewood delivered when placing your order.

3.1.2 Bulk-Bag Delivery:

BULK-BAG DELIVERY: Our Bulk-Bags are delivered by our truck and hi-ab crane. Our truck is around the size of a long wheel based transit van. Please ensure your property is easily accessible for a vehicle of this size. If space or access may be an issue please contact us to discuss and we will be happy to advice.

Our delivery personnel will endeavour to place your order where you request it. However, this may be limited by conditions and obstructions encountered at the delivery site.

Our Bulk-Bags bags are taller and wider than our competitors provide, and as such, some deliveries may not fit in the same spaces you are used to from a previous supplier. We will of course do our best to deliver to your requested area but please see information below.

• Our HiAb (crane) can deposit the bags approximately 2m either side of the vehicle and 1m to the rear.

• Garages / Car Ports Etc.: We will do our best to accommodate delivery to these locations if required. However, there may be occasions, especially with low roofs that this cannot be accomplished. In these rare instances our driver will deposit the goods in the safest convenient area.

• Walls & Fences: Our HiAb (crane) can usually deposit over a 4ft wall or fence (approximate height). If our crane can accomplish higher we will, if not the safety and protection of our operator and your property is crucial. We will not risk a delivery that may damage a person or property. If we cannot deposit your order over a boundary we will leave your order at the nearest convenient accessible location.

3.1.3 Loose Tipped Products:

Ravensby Firewood utilises its own vehicles to deliver loose-tipped products. Please ensure adequate access for a truck and trailer combination, with approximate dimensions of 7 metres in length and 2.5 metres in width. In the event that safe access or manoeuvring space within your property is unavailable, Ravensby Firewood reserves the right to deposit your order at the nearest secure and suitable location. Ravensby Firewood shall not be held liable for products deposited in public areas such as streets, footpaths, or other similar spaces.

3.1.4 Firewood Volume:

Ravensby Firewood diligently endeavours to deliver precise quantities as reflected on our website. However, due to the inherent characteristics of a natural product like firewood, deliveries may exhibit minor deviations within an industry-standard tolerance of +/- 5%. We employ standardised measuring practises to ensure accuracy; nevertheless, slight variations in wood density and stacking methods can inherently influence the final delivered volume.

3.2 National Delivery: FIREWOOD CRATES & GIANT NETS

For national deliveries outside our local delivery zone and for heavier items outwith our inhouse capabilites, we utilise the services of Freightroute, a reputable third-party carrier.

1. Delivery Terms:

IMPORTANT: National deliveries are strictly to kerb-side only and require a flat, clear, and accessible delivery area of hardstanding. Please note that due to the use of pallet trolleys for deliveries, uneven surfaces such as grass, gravel, loose chippings, mud, or areas with inclines are unsuitable for pallet trolley manoeuvring.

CUSTOMER RESPONSIBILITY: It is the customer's responsibility to ensure the delivery location meets these requirements.

FAILED DELIVERY: In the event that the Freightroute driver is unable to complete the delivery due to access restrictions or an unsuitable location at the designated address, the customer will be liable for any delivery charges incurred, including redelivery fees and fees connected with returning the goods to us.

3.2.2 Customer Notification:

If a national delivery attempt fails due to access restrictions or an unsuitable location, Ravensby Firewood will promptly notify the customer and advise them of the additional charges associated with a redelivery attempt. The customer will then have the option to accept the charges and reschedule the delivery or cancel the order and receive a full refund, excluding any initial delivery fees.

1. Payment Methods

Ravensby Firewood is committed to providing you with a convenient and secure online shopping experience. We offer a variety of payment methods to suit your individual needs:

1. Credit Cards: We accept all major credit cards, including:

• Visa

• MasterCard

• American Express

• Discover

• Diners Club

• Maestro

• Union Pay

1. Debit Cards: We accept most major debit cards associated with the above credit card networks.

2. Digital Wallets: For a faster and more secure checkout, we also accept payments through popular digital wallets:

• Apple Pay

• Google Pay

• Shop Pay

1. Cash on Delivery (COD): For local deliveries within our designated delivery zone (refer to Section 3.1), you can choose to pay in cash directly to our delivery personnel upon order receipt. Please note that exact change is appreciated to ensure a smooth delivery experience.

Bank Transfer: For your convenience, we also accept bank transfers into our bank account. However, please note that bank transfers may take time to clear. We kindly request you allow sufficient processing time before contacting us regarding your order. To complete your purchase via bank transfer, kindly utilize the following information:

• Account Name: Ravensby Firewood

• Account Number: 10131257

• Sort Code: 82-12-08

• Reference: Please include your order number as the payment reference.

PLEASE NOTE: We reserve the right to modify the available payment methods at any time without prior notice. We will do our best to keep this information updated on our website.

Security: All online transactions are processed through a secure payment gateway to ensure the safety of your financial information. Ravensby Firewood does not store your full credit card details on our servers.

1. Order Cancellation

5.1 Order Cancellation Policy:

Ravensby Firewood understands that unforeseen circumstances may arise, and we strive to be accommodating whenever possible. You are entitled to cancel your order before it has been dispatched from our facilities. To cancel your order, please contact us promptly by phone at 01241 570 169 or email at info@ravensbyfirewood.com

5.2 Cancellation after Dispatch:

Unfortunately, once your order has been dispatched, either for local delivery or via Freightroute for national delivery, we may not be able to cancel it. In such cases, the order will proceed as planned, and you will be responsible for the full order amount, including any applicable delivery charges.

5.3 Exceptions:

There may be exceptional circumstances where we can offer a full or partial refund for orders that have already been dispatched. This will be assessed on a case-by-case basis, taking into account factors such as the reason for cancellation, the stage of the delivery process, and any incurred costs.

5.4 Notification:

If your order cancellation request is received after dispatch and cannot be accommodated, we will promptly notify you and explain the reasoning behind this decision.

5.5 Pre-Order Cancellations:

In the event that you have placed a pre-order for an upcoming product, you may cancel your pre-order at any time before the product is dispatched. You will receive a full refund for the pre-order amount.

PLEASE NOTE: We reserve the right to modify our order cancellation policy at any time without prior notice. We will do our best to keep this information updated on our website.

1. Disclaimer

6.1 Information Accuracy:

Ravensby Firewood strives to maintain the accuracy of all information displayed on our website, including product descriptions, pricing, and availability. However, we cannot guarantee that all information will be completely free of errors or inconsistencies.

6.2 Error Correction:

In the event that we discover an error in product information, pricing, or any other website content, we reserve the right to correct the error at any time without prior notice.

6.3 Product Changes:

Ravensby Firewood may, at its sole discretion, modify product specifications, pricing, or availability at any time. We will use reasonable efforts to update our website to reflect such changes.

6.4 Limitation of Liability:

You acknowledge and agree that Ravensby Firewood shall not be held liable for any damages arising from:

1. Errors or inaccuracies on our website, regardless of the cause.

2. Reliance on any information presented on our website.

3. Product changes or discontinuation.

6.5 Recommendations:

We encourage you to carefully review product information and pricing before placing an order. If you have any questions or concerns, please do not hesitate to contact us before making a purchase.

1. Limitation of Liability

7.1 Scope of Liability:

Ravensby Firewood's liability to you, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited as set forth in this Section 7.

7.2 Exclusion of Indirect and Consequential Losses:

To the fullest extent permitted by applicable law, Ravensby Firewood shall not be liable for any indirect, special, consequential, or incidental damages arising out of or in any way connected with the use of our website or our products. This includes, but is not limited to, damages for:

1. Loss of profits

2. Business interruption

3. Loss of data

4. Loss of use

5. Personal injury or property damage (other than damage to your physical products purchased from Ravensby Firewood)

6. Costs of substitute goods or services

7. Claims for negligence

8. Strict liability

7.3 Limitation of Monetary Liability:

In no event shall Ravensby Firewood's total liability to you for all damages, losses, and causes of action (whether in contract, tort (including negligence), breach of statutory duty, or otherwise) exceed the total amount paid by you to Ravensby Firewood for the products or services in question.

7.4 Disclaimer of Warranties:

The products and services offered by Ravensby Firewood are provided "as is" and without warranties of any kind, express or implied. Ravensby Firewood disclaims all warranties, express or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

7.5 Customer Responsibility:

You acknowledge and agree that you are solely responsible for the selection, use, and suitability of the products and services offered by Ravensby Firewood. You further acknowledge and agree that Ravensby Firewood shall not be held liable for any damages arising from your use of the products or services.

7.6 Applicable Law:

This Section 7 shall be governed by and construed in accordance with the laws of Scotland, and the courts of Scotland shall have exclusive jurisdiction over any disputes arising out of or in connection with this Section 7.

1. Force Majeure

8.1 Definition:

"Force Majeure" refers to any event or circumstance beyond the reasonable control of Ravensby Firewood that prevents or hinders us from fulfilling our obligations under these Terms. Such events may include, but are not limited to:

1. Acts of God (e.g., natural disasters, floods, earthquakes, storms)

2. Acts of war, terrorism, or civil unrest

3. Strikes or labour disputes

4. Government regulations or embargoes

5. Supply chain disruptions

6. Unforeseen power outages or technological failures

8.2 Effect of Force Majeure:

In the event of a Force Majeure event, Ravensby Firewood shall be excused from any performance or delay in performance of its obligations under these Terms. We will use reasonable efforts to notify you promptly of the occurrence of a Force Majeure event and its anticipated impact on our ability to fulfil our obligations.

8.3 Resumption of Performance:

We will resume performance of our obligations under these Terms as soon as reasonably possible following the cessation of the Force Majeure event. If the Force Majeure event continues for an extended period, we will work with you to find a mutually agreeable solution, which may include modifying our agreement or terminating it.

8.4 Limitation of Liability:

Ravensby Firewood shall not be held liable for any damages arising out of or in any way connected with a Force Majeure event. This includes, but is not limited to, delays in delivery, product unavailability, or inability to perform any other obligation under these Terms.

1. Governing Law

9.1 Applicable Law:

These Terms shall be governed by and construed in accordance with the laws of Scotland.

9.2 Jurisdiction:

The courts of Scotland shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.

1. Dispute Resolution

10.1 Dispute Resolution Mechanism:

Ravensby Firewood is committed to resolving any disputes with customers efficiently and fairly. We encourage you to contact us directly at info@ravensbyfirewood.com if you have any concerns or disagreements. We will strive to address your concerns promptly and collaboratively.

10.2 Alternative Dispute Resolution (ADR):

If we are unable to reach a mutually agreeable solution through direct communication, you may choose to pursue alternative dispute resolution (ADR) options, such as mediation or arbitration. We will cooperate in good faith with any reasonable ADR process.

10.3 Jurisdiction and Forum Selection:

As a last resort, and only if all other dispute resolution attempts fail, any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Scotland.

1. Entire Agreement

11.1 Complete Agreement:

These Terms, together with any referenced documents, constitute the entire agreement between you and Ravensby Firewood with respect to the subject matter hereof and supersede all prior or contemporaneous communications, representations, or agreements, whether oral or written.

11.2 No Reliance on Representations:

You acknowledge and agree that you have not relied on any representations, warranties, or statements (whether oral or written) made by Ravensby Firewood, its employees, agents, or affiliates, except for those expressly set forth in these Terms.

11.3 Severability:

If any provision of these Terms is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall remain in full force and effect.

1. Contact Us

12.1 How to Contact Us:

If you have any questions about these Terms or wish to contact us for any reason, please do not hesitate to reach out using the following methods:

Email: info@ravensbyfirewood.com

Phone: 01241 570 169

We appreciate your feedback and look forward to serving you.