Terms of service

Ravensby Firewood – Terms & Conditions of Sale (Including Returns & Refunds Policy)

Last updated: 14.08.2025

These Terms and Conditions (“Terms”) apply to all purchases made from Ravensby Firewood, whether online via our website, by email, text message, or by telephone. By placing an order, you confirm that you have read, understood, and agreed to these Terms.

Ravensby Firewood is a general partnership owned by Emma & Stuart Gilles, Mains of Ravensby Farm, Barry, Carnoustie, DD7 7RJ.

1. Placing an Order

  • Once you place an order, you will receive a confirmation email summarising your order details.

  • Within 24–48 hours of confirmation, we will contact you by email with a delivery date. If this date is unsuitable, please contact us and we will attempt to accommodate your request.  Please remember that the date provided is a guide, not a guarantee. 

  • We deliver between 08:00 and 18:00 hours; we cannot guarantee a specific time of delivery.

2. Delivery

2.1 Local Deliveries (Ravensby Firewood vehicles)

  • Grab Nets: Delivered to a safe location at your property (garage, shed, wood store). Drivers will not enter residential property. Drivers may refuse unsafe or inaccessible delivery points and will leave goods in a nearby safe location.

  • Bulk-Bags: Delivered via truck with Hi-Ab crane (long-wheelbase transit van). Placement within around 2m either side and 1m behind vehicle is at driver discretion after suitable visual risk assessment of requested drop off point.

  • Loose Tipped Loads: Deposited at the nearest suitable location, at driver discretion.

2.2 Palletised & Courier Deliveries (UK & Islands)

We use pallet networks including Palletways, Streamline and Freightroute.

Customer Responsibilities:

  • Kerbside delivery only. All freight couriers carry terms that their driver will not move pallets beyond the kerb.  We have found, that if ground conditions are amenable (see below) some helpful drivers will wheel your goods to a requested location.  This is solely at the drivers discretion and Ravensby Firewood do not provide a guarantee for this service.  Any cancellations as a result of this clause will be refunded minus the delivery to, and return cost.

  • Access: Property must be accessible by at least an 18-tonne rigid lorry (7.5-tonne on request). Customers must inform us of restrictions (narrow lanes, weight limits, low bridges, tight turns, red routes).

  • Ground: A hard, level surface (tarmac/concrete) is required. Pallets cannot be delivered on gravel, grass, cobbles, slopes or uneven surfaces.

  • Obstructions: No low trees, cables or overhead obstructions at the delivery point or access roads to the delivery point.

  • Tail-lift suitability: The ground must be level for successful delivery. 

  • Attendance: An adult (18+) must be present to sign for delivery unless you have specified delivery instructions upon order placement. If nobody is available, the courier may leave your goods in the nearest safe location.  Should the goods be returned to base and a re-delivery requested, a charge for redelivery may be applicable which must be covered in full by the customer before redelivery is scheduled.

  • Safety: Drivers may refuse delivery if unsafe conditions are experienced.  

Timescales:

  • Mainland UK: delivery is usually within 5-7 working days.

  • Scottish Islands: usually within 14-21 working days.

  • Time is not of the essence in this contract. Any delivery date or timeslot provided is provided as a guide only and not a guarantee.

3. Failed Deliveries & Redelivery

  • If delivery fails due to unsuitable access, unsafe ground, obstructions, incorrect/incomplete delivery details, refusal of goods (unless faulty), or no recipient present, you remain liable for the outbound and return carriage charges.

  • If a redelivery is requested, the redelivery fee must be paid in full before another attempt is made.

  • For our own fleet, a handling & carriage fee of £20 applies for failed deliveries.

  • If you request redelivery at a different time, a £20 redelivery fee may apply.

4. Courier Delays or Timeslot Failures

  • Couriers sometimes provide customers with indicative delivery timeslots. These are entirely outside our control.

  • If a courier reschedules, misses, or fails to attend within a given timeslot, this does not entitle you to cancel without cost.

  • Orders cancelled on this basis will be treated as a customer cancellation, and the outbound and return carriage charges (including VAT & fuel surcharges) will be deducted from any refund.

5. Right to Cancel (Consumer Contracts Regulations 2013)

  • You may cancel your order up to 14 calendar days after delivery of your goods.

  • To cancel, notify us by email to info@ravensbyfirewood.com or phone 01241 570 169 before the 14-day period expires.

  • If cancelled before dispatch, a full refund will be given.

  • If goods have been dispatched by courier, outbound and return delivery costs will be deducted.

  • If goods have been loaded onto our vehicles, a £20 handling fee will be deducted.

6. Returns

  • Goods must be returned in full, in resaleable condition, and in original packaging where reasonably possible.

  • Customers are responsible for arranging and paying for return delivery, unless goods are faulty.

  • We can arrange collection, with the courier’s return fee payable in advance.

  • Return Address: Ravensby Firewood, Mains of Ravensby Farm, Barry, Carnoustie, DD7 7RJ

7. Refunds

  • Refunds are processed within 14 days of receipt of returned goods in resaleable condition.

  • Refunds are made to the original payment method.

  • Outbound and return delivery charges are always deducted unless goods are faulty.

  • If returned goods are tested and found not faulty, all carriage costs will apply.

8. Exemptions

The following items are non-returnable and non-refundable unless faulty:

  • Custom or bespoke orders (non-standard log sizes, e.g. 8”, 12”, 14”).

  • Semi-seasoned firewood or any perishable/time-sensitive goods once delivered.

9. Damaged or Faulty Goods

  • Any damage or fault must be reported within 48 hours of delivery.

  • We will arrange collection and replacement at no cost, or offer a full/partial refund as appropriate.

  • If you are unhappy with the product quality, please contact us to discuss a resolution.

10. Volume Disclaimer

Firewood is a natural product. Deliveries may vary within an industry-standard tolerance of ±5%.

11. Limitation of Liability

  • Ravensby Firewood is not liable for indirect or consequential damages (including lost profits, business interruptions, or personal injury).

  • Our total liability shall not exceed the amount paid for the products in question.

  • Products are provided “as is” without warranties of any kind. Customers are responsible for ensuring suitability.

12. Force Majeure

We are not responsible for delays or failures due to circumstances beyond our control (e.g. natural disasters, strikes, government restrictions).

13. Governing Law & Dispute Resolution

These Terms are governed by the laws of Scotland. Disputes will be resolved through communication, and if unresolved, by Alternative Dispute Resolution before legal action. Jurisdiction rests with the Scottish courts.

14. Contact Us

📧 Email: info@ravensbyfirewood.com
📞 Phone: 01241 570 169
📬 Address: Ravensby Firewood, Mains of Ravensby Farm, Barry, Carnoustie, DD7 7RJ