Refund & Return Policy
At Glenn Country Logs, we take immense pride in the quality of our kiln-dried timber and the precision of our HIAB delivery service. We want you to be completely satisfied with your fuel, but we understand that plans can change. Below is our transparent policy regarding returns and refunds
Order Cancellations
We aim for efficiency in our logistics to maintain our 3–5 working day lead times.
- Before Dispatch: You may cancel your order at any time before it has been loaded onto our delivery vehicle for a full refund.
- After Dispatch: If an order is cancelled while in transit or at the point of delivery, a restocking fee and the cost of transport will be deducted from your refund.
Returns Policy
Because our products are heavy, bulky items delivered in specialized crates, returns require specific coordination.
- Change of Mind: You have 10 days from the date of delivery to notify us if you wish to return your wood.
- Condition of Product: To be eligible for a refund, the wood must be in its original, hand-stacked crate and must have been kept dry and covered. We cannot accept returns of wood that has been removed from the crate or exposed to rain/moisture.
- Collection Fees: We can arrange for our HIAB crane vehicles to collect the crate. Please note that a collection charge (equivalent to the standard delivery rate for your area) will apply.
Damaged or Non-Conforming Goods
We go to great lengths to ensure our wood is “Ready to Burn” certified and properly stacked.
- Quality Guarantee: If you believe your wood does not meet our high standards (e.g., excessive moisture content or damaged crates), please contact us within 48 hours of delivery.
- Resolution: We will investigate immediately. If the product is found to be faulty, we will provide a replacement or a full refund at no additional cost to you.
- Evidence: To help us resolve issues quickly, please provide photos of the crate and any specific logs you are concerned about.
Refund Process
- Inspection: Refunds are processed once the goods have been collected by our team and inspected at our yard to confirm their condition.
- Timeline: Once approved, your refund will be credited back to your original payment method within 5–7 working days
Non-Returnable Items
- Partial crates (where some wood has already been burned).
- Quality Check: An image of a hand using a moisture meter on a log to demonstrate the "Ready to Burn" standard you are paying for.